Manage relationship between Accenture Operations teams and Client/internal IT teams to effectively and efficiently meet business technology needs.
Serve as SME to support client solutions/ facilitate discussions as appropriate in the IT infrastructure / cloud Contact Centre space.
Work with the support teams to review the existing build (network, IP telephony, Cloud infrastructure etc.) and liaise with business process owners and Technology Operations for a consistent, standard architecture for the contracts
Manage the run support model for all IT Infrastructure, networking / voice contracts and cloud migrations/transitions for existing and new deals.
Manage Financial RUN budgets – rigor in periodic tracking and reporting of technology budget, variance and optimization.
Participate in root cause analysis with internal teams, vendor and client technical teams. Work with respective support teams to help identify action Items and corrective action for further improvements.
Should have good knowledge of BCP/DR aspects of cloud platforms and get CIO to execute the drill for projects.
Maintain documentation for continuous service improvement and knowledge base of technical resolutions for common or recurring problems.
Mentor team members.
Actively support leads for new sales bid, RFPs etc.
Must have 7 years of relevant experience in IT Infrastructure
Must have 5 years of supervisory experiences
Must be experienced in BPO and IT industry
Experiences in IP telephony (Cloud / dedicated platform – Cisco Call Manager / Avaya / AWS Connect), IT Infrastructure including Server Virtualization (Citrix / VDI) and Multi Cloud (AWS / Azure) based IaaS / SaaS platform are preferred but not required
Mandaluyong City, Muntinlupa
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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
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