DIRECTOR, IT OPERATIONS

Description Your Journey at Concentrix + Webhelp Starts Here.
t Concentrix + Webhelp, our mission is to be the greatest customer engagement services company in the world, rich in diversity and talent.
We believe in doing right by and for people, our clients, their customers, our staff, our communities, and our planet.
e cannot achieve this vision without you!If you have an interest in improving our performance for the world’s best brands in over 70 countries spanning 6 continents, please continue reading.
There are a few characteristics we look for across all our hires regardless of the team they are working for.
If this is you, we would love to discuss career opportunities with you.* Are you ready to reimagine the world?* Does working for a company who invests in the future and is inspiring in the marketplace intrigue you?* Are you bold in your decisions, and do you have contrarian views on how to run a business?Concentrix + Webhelp provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces.
Specific benefits plans will vary by country/region.
n our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients.
You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world.
You will be part of the technology team that is core to our vision of develop, build and run the future of CX.
We’re a remote-first company looking for the absolute best talent in the world.
#LI-HybridEssential Functions/ Core ResponsibilitiesYou will report to Sr Director for IT Latam OperationsMeet Regional team and requirements and secure approval from global ITS organizations.
ccountable to enforce the ITS governance standardsResponsible for end-to-end ITS deliveryResolve Internal Client Escalations of ITS Issues across geographies and time zones.
anage Expansion and Transition simultaneously.
omplete the ongoing transition and delivery management of ITS based projects to support industry and regulatory compliance.
ead enterprise asset management for all ITS assets including hardware and software inventory, patch management, in the assigned geography.
anage asset refresh practices, surplus utilization approaches, and license compliance programs to utilize capital and operating funds together with Finance.
volve incident management practices to lead the resolution and communications surrounding key incidents within the enterprise.
anage all clients/user's escalation in resolving Services issues.
anage Clients ITS local relationship related to Projects, Services Changes and Security compliance.
ccountable to recommend the best Solution to meet the client requirements and the Global ITS guidance.
ccountable to manage the local and the Global priorities.
Capable to work in a cross-functional and matrixed structure.
andidate Profile.
inimum 12 to 15+ years' experience in an IT Operations role or similar supporting diverse departments with 5+ years in a management positionProblem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
xperience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO standards is required.
roficient in current protocols, operating systems and standards including Windows , iOS and Open-Source InitiativeFirm understanding of desktop management tools (such as Ghost, WDS, WSUS, LANDesk, Bigfix, Bomgar or equivalent)Experience supporting VOIP-enabled contact center.
ith the ability to find solutions quickly to reestablish IT systems services up.
xpert in building RelationshipsAble to work under pressure when responding to difficult/stressful situations.
onflict ManagementExperience building high quality teamsArticulate and, able to describe complex problems and solutions in understandable terms.
etailed understanding of Data Center designing and managementBachelor's degree/diploma in Computer Science required.
ertification in ITIL v3, Cobit, MCSE, A+, Network+, A+, N+ and MCTS/MCITP, CCNA, Avaya or similar required.
lexibility to work during non-standard hours.
rior experience in BPO/ITO industryOur BenefitsMedical and Life InsuranceRecognition programsPerformance bonusLocation.
RA Sao Paulo - Rua AchillesLanguage Requirements.
nglishTime Type.
ull time