he Fusion BPO Services is seeking applications from experienced, qualified persons for the position of Sr. Manager – IT Operations Services for EMEA region.
Role:
As a member of the Senior Management Team, the Sr. Manager is responsible for overseeing the operations and providing leadership in managing the fusions infrastructure assets including the Network & Security, Server & Systems, Voice, dialer and Telecom services and maintain in accordance with compliance regulations, policies and procedures; contribute to the organization achieving its mandate to pursue an progressive agenda to design, build, maintain and continuously improve the Fusion BPO services's infrastructure posture to meet the changing needs of a growing business for EMEA region.
Responsibilities:
· Provide strategic direction and oversight of network, telecommunications, dialer, systems, applications, and data center services for NA and LA region.
· Work closely with the internal departmental and operational leaders to plan, strategize, and ensure key initiatives are developed and delivered at the IT front.
· Working with the department's leadership, set direction and vision for support for third-party, on premise, and cloud applications and services.
· Advance the use of effective communication strategies such as dashboards and visual analytics.
· Research current and new industry trends, technologies, and software development practices.
· Identify opportunities for improvements, expansion, and/or reduction of infrastructure services that meet the changing needs of the enterprise.
Operational -
· Execute the implementation of storage, compute, telecommunications, and network related projects and services.
· Develop IT processes and document and practice them within a team to fulfil audit requirements.
· Develop endpoint management standards for organization and practice it to maintain high compliance level in inventory and software and patch management.
· Provide effective management and oversight of on-premises and cloud service offerings and service providers.
· Working with the Chief Information Security and Privacy Officer (CISPO) or Infosec, ensure mitigation of security vulnerabilities and risks across managed systems, applications, and services.
· Understand work on various client audits and compliance certifications like PCI DSS, HIPAA, SOX from IT front to fulfil requirements
· Develop, maintain and monitor effective operation's processes to prevent failures of infrastructure, systems, applications and services.
· Promote and use a data driven approach within its group to ensure SLAs are met and to drive understanding and improvements within areas of responsibilities.
· Develop and drive a technical community across the organization that fosters innovation, agile design and test methodology, flexible teaming, knowledge sharing and talent transformation.
Desired Skills and Qualifications:
· Bachelor or master's degree
· Minimum of 12 years of progressive management experience in a BPO sector setting, with previous responsibilities for enterprise works, or IT/ITeS sector preferred.
· Good English and French communication
· Ability to work 24 X 7 operational environment to support in case of crises and incidents.
· Exceptional people management skills and the ability to manage staff at all levels (including Vendor contract staff) to ensure accountability and performance, coaching and mentoring, relationship/team building, conflict resolution, and motivation.
· Thorough knowledge of the datacenter technology, telecom, dialer and enterprise share services, endpoint (Laptop/desktop) management in dynamic environments
· Extensive knowledge of the principles and practices of managing complex projects involving teams
· Ability to plan, organize, coordinate and implement a comprehensive infrastructure service system.
· Analytical, problem solving and decision-making skills; experience with budget forecasting and control.
· Ability to interact skillfully and professionally with various internal and external stakeholders including staff, IT Auditors, and others.
· Ability to coordinate, analyze, and utilize a variety of reports and records; ability to communicate effectively, verbally and in writing; ability to establish and maintain effective working relationships with employees, supervisors, other agencies, and the customers.
Sérieux, disponible ,ayant une maitrise parfaite de l'anglais