In this role you will:
- Create NOC and SOC, and continue curation of the ERC
- Document and manage all supported processes, including required/optional inputs, outputs, authority, and approvals
- Develop a team capable of providing proactive responses for fault prevention, capable of supporting a 24x7x365 global business with a culture of customer support within these teams
- Drive adherence to standard ITSM practices regarding Change Management, Incident Management, and Problem Management
- Provide measurements of service and/or device fault, and partner with appropriate IT leadership for repair
- Investigate solutions for improved process execution, including improvements of time, consistency, transparency, security, and/or cost
- Implement enterprise-class monitoring to improve visibility into infrastructure and service performance, availability, or risk of pending fault
- Implement ITSM suite for change management, incident management, CMDB, and knowledge base
- Define model for improved scalability in order to meet ever-changing business demands, load, and presence
We are looking for someone with:
- Bachelor's Degree in IT Technology or similar degree program
- Six plus years of experience in call center environment leadership role
- Three plus years of experience working in IT leadership role with functional and multi state teams
- BPO industry background - preferred
- Familiarity with a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products
- Knowledge of Telecom, Networking, CRM Systems, Call Recording Technologies, and other emerging Contact Center technologies
- Must possess, or be positioned to achieve, ITIL v4 Foundation certification within 12 months of start date
- Demonstrated experience in building and operating high-availability IT Services
- Extensive experience with ITSM practices for Service Delivery and Service Operations
- Executive-level experience in communicating change to global enterprises
About The Results Companies:
We encourage our people to "expect greater", reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, The Results Companies could be right for you!
The Results Companies 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.
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability