Job Overview
We are looking for a Senior IT Manager with around 8 to 10 years working experience as the Head of IT in a BPO setting. The Senior IT Manager will be responsible for ensuring proper designation of tasks, effective provisioning, installation, configuration, operations, and maintenance of all systems, hardware and software related infrastructure.

Responsibilities:
● Ability to develop and coordinate IT plans, policies, resources, goals, vision and expectations.
● Act as a critical incident and problem manager for major business critical incidents
● Foster a manner of leadership and flexibility that promotes innovation and collaboration
● Project delivery support across all technology domains be it Telco, Network and System.
● Own and manage RFP’s & RFI’s for contact center domain
● Responsible for effective provisioning, installation/ configuration, operation, and maintenance of all infrastructures including end-user peripherals
● Maintain network facilities and server rooms
● Monitor telco, network and system security
● Delegate duties and tasks within the IT support department
● Review completed tasks to ascertain compliance with standards
● Organize regular coaching sessions to teach team members for new techniques
● Keep up with trends in the constantly evolving information technology industry
● Perform regular IT audit to discover areas of weaknesses and fortify them
● Other responsibilities that the company may require in line with the basic duties

Qualifications:

• Must be a regular employee
• Have reached 6 months tenure in their current role under the same department
• No active disciplinary actions
• Average Scorecard Rating (3 months) should be at least 3.0
• Expertise in people management and leadership
• Strong organizational skills and an ability to manage and prioritize tasks efficiently
• Capacity to train and guide junior team member
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery with an Good understanding of ITIL principles
• Nice  to have experience or familiarity with Linux, Windows and Mac systems