Job Title: IT Operations Manager
Job Description
We're Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled. We create game-changing solutions across the enterprise that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Summary
Manager I is responsible for end-user support across our deskside including network, telephony and application(s) environment. You will be asked to ensure maintenance, analysis, quality of troubleshooting and repair/replace/upgrade of deskside systems, hardware, software and computer peripherals with the respective platform teams. You will also serve as an escalation point to ensure tickets/incidents are resolved according to Service level agreements. You will ensure a judgment to determine priorities, prepare appropriate action plans and be accountable for end-to-end IT operations delivery.
Main Responsibilities
Active participation in delivery and execution of the Incident Management process.
Ensure completion/addition/modification of Backup is managed & monitored daily.
Solutioning and supporting new Transitions on Image & Desktops Readiness.
Ensuring all PCI, HIPPA accounts are IT security compliant.
Implement security controls starting from Active Directory group policy deployment.
BCP test for IT infrastructure, links/firewalls specific to all accounts.
Ensure compliance & security for the site.
Muster L2 / L3 support for all network, server & voice infrastructure.
Daily, weekly, monthly review of all pending tickets.
Site Hardening testing.
Ensure validation and corrective actions including validation of controls.
Validation & updation of images & documents on WDS / Tivoli servers.
Measure & support bandwidth use.
Validation of Client Asset/Software with client.
Update Health Checklist.
Manage Local DNS /DHCP/File server/Tivoli server for service delivery.
Achieve and Maintain high IT VOC scores.
Willing to work predominantly in night shifts, 24/7 environment.
Qualifications and Experience Required
9+ years' experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent.
Bachelor's Degree/Post Graduate (Or equivalent).
ITIL V3, MCSE, CCNA or similar certifications required.
Knowledge of Windows, Network, Voice.
Knowledge of ITIL V3 Framework.
Proven problem management, incident management, customer/client management experience.
Intermediate understanding of Enterprise Networks, Active Directory set up & Windows servers.
Demonstrable experience in ticket resolution using Remedy and ITIL based framework.
Flexibility to stretch & deliver within timelines.
Location: ZAF Durban - Block A, 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge
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