Contact Center Service Manager

Responsibilities

• Implement complex enterprise infrastructure, applications, and services by analyzing business requirements and configuring third-party software.
• Lead IT technical teams and support engineers, providing mentorship and guidance to lower-level employees.
• Manage high-risk, critical infrastructure and software platforms, ensuring stability and performance.
• Participate in architecture reviews to ensure all solutions adhere to company standards and utilize approved technologies.
• Identify potential escalations and proactively communicate them to management, acting as a lead for L3 escalations.
• Drive system optimization by identifying opportunities for functional and technical design enhancements and architecture improvements.
• Develop productive internal and external working relationships to achieve departmental objectives and strategies.

Requirements

• Four-year or Graduate Degree in Information Systems, Computer Science, or a related discipline.
• 7-10 years of professional work experience.
• Proven experience in project management or IT production support of information technology services.
• Strong technical knowledge in areas such as Cloud (AWS/Azure), DevOps, Automation, or Systems Engineering.

Preferred Qualifications

• ITIL Certifications.
• Experience with Agile methodologies.
• Proficiency in scripting languages such as Python or Windows PowerShell.
• Hands-on experience with Kubernetes, Ansible, or Linux environments.

About the Company

HP is a global technology leader dedicated to creating meaningful innovation. We believe in the power of collective achievement and uphold a culture of respect and inclusion, empowering our team members to reshape the way the world works.