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Senior Technical Operations Manager - Austin, TX only

at TTEC

Posted: 5/16/2019
Job Reference #: 02CJT
Keywords: operations

Job Description

TTEC is seeking a Senior Technical Operations Manager tojoin our Technology Services team.   This position is based in ourNorthwest Austin office location with some telecommuting opportunities.   

 

Inthe role you will be responsible for managing the platform, operationalrelationships, operations related services, and on-going support of contactcenter managed operations clients. You will function as a trusted advisor to ourclients, and your responsibilities will include oversight of the managedtechnical operations, building and maintaining client relationships, ensuringclient satisfaction, mitigating risks, and leading managed technical operationsaccount expansion.  

 

Inaddition, the Technical Operations Manager assures adherence with clientregulations/policies (ITIL processes, Time reporting, Asset Management, ReleaseManagement, Security, etc.)  The OpsManager also manages internal and external communications regarding the clientengagement.  The Ops Manager ensuresclient satisfaction with Managed Services Offerings and facilitates thetransition between project-related activities and Day-2 support.  Finally, the Ops Manager participates in themanagement of the commercial aspects of the managed services engagement.  This includes assisting with the creation ofcommercial documentation, requirements gathering and determination of effort.


Platform Operations Management

  • Management, trending and analysis of historical and existing support and change service requests
  • Prioritize work related to service requests for technical resources
  • Own completion of Change Management cycles and provide adequate visibility internally and externally
  • Review daily/weekly/monthly platform statistics related to stability and capacity
  • Develop Action plans to resolve stability or capacity issues
  • Coordinate Incident / Service Request resolution activities from initiation to root cause analysis between Service Desk, Level II/III and management resources
  • Ensure certification of technical plans for major implementations and projects
  • Continuous development and exhibition of platform knowledge and effective application to the client environment
  • Ensure adherence with client regulations/policies; i.e., Incident/Problem/Change/Release Management/ITIL, etc.,

 

Timelyand Effective Management of internal and external Communications

 

  • Organize and Lead regular client Operational status reviews
  • Coordinate account activities and communications with Account Management and support interactions and communications with relevant vendors
  • Maintain positive and professional demeanor when communicating internally and externally
  • Build strong business relationships with all engagement stakeholders
  • Act as a mentor for internal resources to ensure highest level of customer satisfaction
  • Act as a trusted advisor for client contacts
  • Distribute and discuss client "lessons learned" discoveries

EnsureClient Satisfaction with eLoyalty our ManagedServices Operations

  • Proactive "informal" check with client on Managed Services performance
  • Ensure client issues thoroughly triaged and SLA's met
  • Conduct bi-annual client feedback discussion
  • Develop effective action plan to address negative client feedback and prevent recurrence of client issues
  • Communicate all client feedback to account management and staff
  • Management and assurance of escalations and timely and effective incident notifications
  • Drive the assurance of resource effort allocation to remain in alignment with client requirements
  • Arrange site visits with client to improve ICS/MS understanding of client mission

 

Ensureeffective management of Commercial aspects

 

  • Assist account partners and Account Management with client interactions
  • Assist with the creation of SOW's, Change Requests, RFP responses and other contract documentation
  • Tracking Project run rates, hours utilization and ensure proper invoicing
  • Pre-Implementation requirements compilation, LOE and Resource Management for small projects
  • Obtain solid knowledge of Managed Services offerings
  • Provide formal account status and communication with Account Partner and Account Managers
  • Provide important client information to peers and management to facilitate good business decisions
  • Work with account partners to identify relationship expansion opportunities


Manage effective transition of Support Activities

 

  • Integrate with and provide feedback to improve delivery methods
  • Ensure requisite support reference documentation is created
  • Provide direction for client transition to new support model
  • Manage client expectations for daily support and ongoing projects
  • Manage engagement scope and responsibilities

 

RequiredSkills/Experience:

    • 3 to 5 years Technical Operations Management experience, preferred with Cisco UCCE platforms

·      Clientmanagement experience

·      Remotesupport experience

·      Strongconsulting skills

·      Experiencewith direct management or delivery of Contact Center technology including voiceand / or data network management and operations, computer telephonyintegration, ACD and IVR applications, and Customer Relationship Managementapplications.

·      Demonstratedability to mentor others and manage technical support teams

·      Abilityto obtain US Security clearance

 

We offer an outstanding career development opportunity,a competitive salary along with full comprehensive benefits.  We are looking for individuals with a teamplayer attitude, strong drive for career growth and a passion for excellence inclient support, delivery and satisfaction.


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Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!