Job Summary: Manage Contact Center IT to ensure operational continuity, excellence, and business support, leading incident management, service improvements, and implementation of new services. Key Responsibilities: 1. Manage end-to-end IT service operations, ensuring continuity and SLA compliance. 2. Lead incident, problem, and change management with impact analysis. 3. Propose and implement improvements to enhance service efficiency and quality. **Job Description** ---------------------- Manage Contact Center IT: incidents, SLAs, PMO, and vendors to ensure operational continuity, excellence, and business support. 1\. Manage end-to-end operations of assigned IT services, ensuring operational continuity, SLA monitoring, requirement prioritization, and coordination with technical teams, operations, PMO, customers, and vendors. 2\. Lead incident, problem, request, and change management, ensuring impact analysis, timely escalation, structured communication, logging, traceability, and effective closure in defined tools. 3\. Coordinate and validate production rollout steps, contingency plans, improvement plans, and operational transitions, incorporating checklists for access rights, user profiles, functional testing, acceptance criteria, and rollback procedures. 4\. Develop and maintain operational and service management documentation: RACI matrices, workflows, logs, progress reports, incident reports, meeting minutes, lessons learned, risks, dependencies, and action plans. 5\. Propose and implement process, tool, and operational model improvements to drive efficiency, automation, management control, service quality, cross-functional communication, and internal/external customer satisfaction. 6\. Technical implementation of new services, ensuring compliance with functional and technical service requirements. 7\. Provide technical support during tenders and specialized consulting engagements, adding value for new business opportunities. **Candidate Requirements** -------------------------- * Bachelor's degree in Engineering (Systems, Computer Science, Telecommunications, Industrial) or related field. * ITIL, IT management, project management, agility, continuity, or ITSM tool training is desirable. * Intermediate/advanced office software skills. ITSM, MS Project, Excel, PowerPoint, and reporting tools are desirable. * Experience in IT management (ITSM/SLA), Contact Center (Genesys/NICE), networking, processes, and production rollouts. **Selection Process** ------------------------ Our selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need to: 1\. Apply to the position 2\. Check your email 3\. Log in to Aira and respond to the requested questions and/or tests Then, if your profile matches our requirements, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are Entel Connect Center. Our purpose is to help transform users' experiences by integrating technology, processes, and people — contributing to your business growth and society. We seek individuals who treat customers as their own, inspire and mobilize others, and lead change with excellence in results.
María García
Indeed · HR
María García
Indeed · HR
