Sr. Manager, IT (#P1-6899963-1)

Sr. Manager, IT

Full Location: Bengaluru - IN

The Sr. Manager, IT (Site IT Operations) will assume leadership responsibilities over Site IT personnel at the assigned locations, hold regular meetings, ensure compliance with IT policies, processes, and procedures, as well as oversee compliance with client and business deliverables and requirements impacted by IT. 

In this role you will: 

• Assist in the planning and implementation of additions, deletions, and major modifications to the supporting regional technical infrastructure. 
• Act as an on-rotation escalation point for Technical Support incidents affecting Global IT Infrastructure 
• Provide Service to production agents in remote global locations and external customers. 
• Provide oversight and consultation planning and execution of Corporate IT Projects affecting the Call Center and Global IT infrastructure. 
• Work closely with Site IT personnel, internal IT Engineers, and other IT groups in supporting systems, tools, and other infrastructure impacting production uptime and fulfillment of internal and client obligations. 
• Implement network security at the regional level established by the corporate Security Director. 
• Oversee the administration and maintenance of computer stations and software for company. 
• Work with project teams to help implement technical solutions. 
• Respond to escalating Help Desk issues. 
• Assume leadership responsibilities over local site IT personnel in the assigned locations. 
• Hold regular meetings with Site IT and compile summaries for Department Manager. 
• Manage IT task-flows for assigned IT Staff in conjunction with the Department Manager. 
• Direct assigned Call Center IT Personnel in execution of Site IT Infrastructure moves/adds/changes. 
• Ensure compliance with IT policies, processes, procedures, and IT security requirements. 
• Oversee compliance with Client and Business IT deliverables and requirements as scoped by the Business teams. 
• Configure, support, and maintain assigned facets of remote Global Site IT infrastructure, hardware, and applications. 
• Interface with Systems Administration, Telecom, and Networking teams in configuration, support, and maintenance of centralized systems and devices impacting agent and client-facing environment. 
• Provide oversight and consultation in planning and execution of corporate IT projects affecting the call center and global IT infrastructure. 
• Process/resolve incident escalations from support, including coordination with other affected IT and business teams. 
• Thoroughly document IT processes, configurations, topology diagrams, end-user instructions, etc. 
• Manage, hire, and fire IT staff as directed and needed. 

We are looking for someone who has: 

Required Education and Experience 

• Experience managing/maintaining all facets of a Data Center: Servers, Network Devices, Power/Electrical, UPS/PDU Data Cabling, etc. 
• Broad experience with Windows Domains, Active Directory, Group Policies, DNS, DHCP. 
• Experience with a wide variety of centralized Systems Management tools, remote software deployment, command line scripting, centrally managed anti-virus systems, MMC consoles, etc. 
• Experience configuring and maintaining centralized http proxy devices. 

Preferred Education and Experience 

• Experience at ResultsCX or BPO industry. 
• Bachelor's degree in a technical field or Associate degree + equivalent experience. 
• 2-4 years additional experience in a dynamic IT systems administration environment supporting a complex or decentralized topology/infrastructure. 
• 1-3 years of team lead or managerial experience. 

About ResultsCX: 

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients. 

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.