Regional IT Site Manager

2 weeks ago


Cebu City, Central Visayas, Philippines Foundever Full time

Management (Information & Communication Technology)

Full time

Add expected salary to your profile for insights

As the Regional IT Manager, maintain and support their site.

Provide a single point of contact for Site System Support, Site System Report, Sr., and Site System Support Admin in the resolution of their various IT issues. Provide leadership to sites and consult with them in their planning, implementation, corporate standardization and on-going functions of site operations in regarding the Information Technology.

Address or find adequate resolution to questions presented by the Site System Support Admin and/or Site System Support Sr. within a specific region. Address questions that need to be resolved by HR or upper management.

Serve as a conduit of information and contact to connect Site System Support Admin and/or Site System Support Sr. with resources to make their sites successful. Obtain and analyze data regarding classroom usage, new client ramps, success factors and success stories as well as reporting and participating in IT project information.

Mentor Site IT Team Lead and Site IT associates.

Act as IT POC for PMO related project which includes creation of IT BOM and IT Solution documentation.

Perform the duties of Site System Support Admin associates where necessary and required.

Follow and enforce the corporate policies and procedures maintaining and enforcing the highest standards of security as set out by the corporation.

Duties and Responsibilities:

  • Reports directly to the IT Director for Operations
  • Work within all policies, standards and direction all the time
  • Responsible for knowing ALL aspects of the IT Operations as it relates to the business needs
  • Has full responsibility for managing and supervising all IT ComITTS requests ticket support
  • Manages the day-to-day operations of the IT Site Operations both in Manila and Cebu.
  • Implements new Client projects and joins conference calls as required
  • Is responsible for IT disaster recovery of the site
  • Monitor IT SLA for all desktop and phone hardware
  • Manage IT Operations Metrics and provide reporting as needed
  • Analyze and improve IT Operations
  • Collate and analyze all reports needed as required (Daily, Weekly, Monthly, annually)
  • Provide escalation and coordinate support for Infrastructure Team and vendors
  • Provide support to the Regional IT Director as needed
  • Provides basic configuration and troubleshooting management
  • Maintains and coordinates with IT Client Services Managers on the accounts' needs
  • Resolves user software and hardware problems efficiently and effectively
  • Maintain and secure site IT assets, both hardware and software
  • Accomplish any remediation required for site compliance
  • Monitors, tracks and analyses ComITTs request statistics
  • Prepares reports for Management meetings
  • Solves problems discovered during preventive maintenance – and escalates them when necessary
  • Keeps up with technical development and trends in his/her specialty
  • Participates in the implementation of new accounts to ensure continuity of support
  • Has decision-making responsibilities for Administrative, Managerial, Technical and Service-related task for the region
  • Manages, maintains and monitors IT budget as needed

SUPERVISORY RESPONSIBILITIES

The IT Operations Manager has supervisory responsibility to all Staff

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Experience in handling call center operations is an advantage.

Qualifications:

  • BA or BS in Computer Science, MIS or similar program; or equivalent work experience.
  • Minimum of 5 years' experience in similar capacity recommended.
Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as a site manager?

How would you rate your English language skills?

Sitel Group and SYKES are now Foundever.

Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Mission: At Foundever, we make things simple.

Put simply, our mission is to be the solutions and the team behind the best experiences for the world's leading brands. Wherever and whenever needed.

Sitel Group and SYKES are now Foundever.

Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Mission: At Foundever, we make things simple.

Put simply, our mission is to be the solutions and the team behind the best experiences for the world's leading brands. Wherever and whenever needed.

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