Country IT Operations lead

Concentrix is seeking an IT Operations Manager to deliver comprehensive end-user support across deskside environments, including network, telephony, and applications. This role involves maintenance, analysis, troubleshooting, and repair of systems, hardware, software, and peripherals, coordinating with platform teams. The manager will act as an escalation point to ensure timely resolution of tickets and incidents in alignment with SLAs. Key responsibilities include incident management, backup oversight, transition support, security compliance, BCP assistance, and technical support for infrastructure.

Must Have

• Actively participate in Incident Management, handling Sev1 incidents and coordinating troubleshooting
• Oversee daily management and monitoring of backups, tape inventory, and data restoration
• Provide solutions and support for new transitions regarding Image and Desktops readiness
• Ensure PCI and HIPAA accounts adhere to IT security standards and implement security controls
• Assist in BCP testing for IT infrastructure, including failover tests
• Maintain system compliance and perform audits according to COPC, ISO 27001 standards
• Offer L2 / L3 support for network, server, and voice infrastructure
• Validate controls for printer permissions, AD user permissions, and software installations
• Update images and documents on SCCM servers for latest patches and software
• Measure and report monthly bandwidth utilization for accounts
• Ensure client asset/software validation and inventory inclusion
• Maintain and update health checklists regularly
• Manage local DNS/DHCP/File servers for day-to-day service delivery operations
• Evaluate employee performance, process leave requests, manage employee relations, assess staffing needs, and handle hiring and orientation
• 12+ years of relevant experience
• Bachelor's Degree / Postgraduate (or equivalent)

Good to Have

• ITIL V3 certification
• MCSE certification
• CCNA certification
• Experience in BPO companies

Job Title: IT Operations Manager

Role Overview:

The IT Operations Manager is responsible for delivering comprehensive end-user support across the organization's deskside environments, encompassing network, telephony, and applications. The role involves maintenance, analysis, troubleshooting, and the repair, replacement, or upgrade of deskside systems, hardware, software, and peripherals, all in coordination with respective platform teams. This position acts as an escalation point to ensure that tickets and incidents are resolved in alignment with SLAs.

Key Responsibilities:

• ### Incident Management:

Actively participate in the Incident Management process, handling Sev1 incidents by validating production floor artifacts, conducting Ping/Trace Route, and coordinating troubleshooting sessions across platforms to isolate issues.

• ### Backup Management:

Oversee the daily management and monitoring of backups, manage tape inventory for Concentrix and customer-owned tapes, and facilitate data restoration requests.

Transition Support:

Provide solutions and support for new transitions regarding Image and Desktops readiness.

Security Compliance:

Ensure all PCI and HIPAA accounts adhere to IT security standards. Implement security controls via Active Directory group policies across production desktops.

BCP Support:

Assist in BCP testing for IT infrastructure, including failover tests for firewalls, networks, and servers, ensuring compliance with BCP guidelines and contractual obligations.

Compliance and Audit:

Maintain system compliance and perform audits according to COPC, ISO 27001 standards, ensuring full contract compliance.

Technical Support:

Offer L2 / L3 support for network, server, and voice infrastructure for both CNX and client-owned equipment.

Daily Operations:

Validate controls for printer permissions, AD user permissions, and software installations. Update images and documents on SCCM servers to ensure latest patches and software are applied.

Bandwidth Management:

Measure and report monthly bandwidth utilization for accounts.

Asset Management:

Ensure client asset/software validation and inventory inclusion.

Health Checklist:

Maintain and update health checklists regularly.

Local Server Management:

Manage local DNS/DHCP/File servers for day-to-day service delivery operations.

Employee Management:

Evaluate employee performance, process leave requests, manage employee relations, assess staffing needs, and handle hiring and orientation in accordance with company policies.

Qualifications and Requirements:

• -12+ years of relevant experience

• * ### -Bachelor's Degree / Postgraduate (or equivalent)

• ### -Preferred certifications: ITIL V3, MCSE, CCNA

• ### -Insights on Windows-based server operating systems, Network, and Voice equipment

• ### -Knowledge of ITIL V3 Framework

• ### -Familiarity with Windows, Network, and Voice systems

• ### -Proven experience in problem management, incident management, customer/client management, change management, RCA, and ticket analysis

• ### -Intermediate understanding of Enterprise Networks, Active Directory setup, and Windows servers

• ### -Demonstrable experience in enhancing ticket resolution using Remedy and ITIL-based frameworks,

• ### maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI.

• ### -Flexibility to stretch and meet deadlines.

• ### -Prior people management experience managing a team of 15-20 members.

• ### -Experience in BPO companies is preferred.