DUTIES & RESPONSIBILITIES:

Act as a single point of contact (SPOC) between the end client, Operations team in Philippines, and Sagility IT team in order to streamline efforts when it comes to troubleshooting client applications issues and Sagility applications issues.

Escalate concerns in the operations floor by immediately contacting IT Service Desk.

Ensure compliance to company IT information security policies and procedures in the operations floor.

Regularly update and maintain hardware and software inventories and escalates shortfalls to management.

Consults with end-users, with Sagility IT and with client IT to troubleshoot, resolve and maintain the smooth operation of all voice and data applications.

Escalates application-related issues and problems to Sagility IT and to client, as and when needed.

Escalates system-wide / network-wide problems through the proper channels.

Perform ad-hoc functions as and when needed by IT group in relation to client projects and initiatives.

Quality Metrics:

Ensure 99.9% uptime for the operations floor.

Lead the weekly IT meetings with the client, prepare the discussion materials for the weekly meetings, and prepare the minutes of the meeting within 24 hours after the completion of the meeting.

Lead the monthly internal meetings between Sagility IT and client IT counterparts / managers to discuss IT initiatives and projects as well as IT issues and concerns, and preparation of the minutes of the meeting within 24 hours after the completion of the meeting.

Lead project team meetings for all projects and initiatives for the client, including preparation of project plans and milestone trackers and ensuring project completion within the agreed timelines.

Maintain an updated hardware and software inventory for the production floor and track all asset movements, ramp-ups and ramp-downs.

Prepare monthly IT dashboard summarizing all IT activities, issues and concerns for the month.

Lead and drive compliance initiatives to industry standards such as ISO 9001, ISO 27001, PCI-DSS, etc.

Provide regular updates to all stakeholders (every 15 minutes) if there are any issues affecting the production floor until the issues are resolved.

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.

COMPETENCY REQUIREMENTS:

Able to communicate effectively with peers and with client.

Ability to work well in a team environment

Strong communication, interpersonal relationship and influencing skills.

Strategic planner who can improve Information Technology support functions.

Coordinates with the entire Information Technology team in project implementations and policy cascades.

Demonstrate sound decision-making, good communications (both verbal and written), organizational and time management skills.

Research and understand company policies and procedures to ensure compliance of these rules and guidelines.

Able to identify and explain in user friendly terms the use of various types of personal computer system/peripherals.

Knowledge of the following company standard desktop operating systems of Microsoft and related Microsoft products like MS Office, MS Sharepoint MS SCCM.

Familiarity with the production software applications such as Citrix, VMware Cisco PG (Geotel), Avaya CMS Supervisor, SIP platform Aspect eWFM, Verint Impact 360 WFM, NICE loggers, Verint loggers, etc. ? in nutshell all Contact Center Technologies.

Fundamental understanding of the functionality of the following computer components and peripherals.

Fundamental understanding of the following networking/server-side technologies like:

VLANs, IP Addressing w/ Subnet Masking, DNS and DHCP

Able to operate/use company standard utilities, diagnostic software and performance monitoring tools:

• Ping
• Tracert
• Ipconfig
• DOS Commands

OTHER REQUIREMENTS:

Reports to:  IT Sr. Manager/ IT Manager

Graduate of a 4 to 5-year course, preferably in Engineering or similar courses.

At least 1-3 years of experience in a call center environment in a similar function.

Must be flexible; can work under pressure; articulate and should know how to keep confidential matters

Good interpersonal skills - can easily relate with people in various levels of the organization.

Efficient in latest Microsoft Office applications, good interpersonal relationship and influencing skills        

Should be willing to work on shift schedule basis including weekends and holidays