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Associate Manager - GTI - Alexandria

Sutherland
Alexandria, Egypt
Posted 5 years ago
47Applicants for1 open position
  • 6Viewed
  • 0In Consideration
  • 0Not Selected
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Job Details

Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:

Skills And Tools:

Job Description

  • Sutherland is seeking a reliable and detail-oriented person to join us as a GTI Associate Manager.
  • The GTI Associate Manager is responsible for providing world-class customer support in the stewardship of all electronic and data processing components. The position reports to the GTI Manager LATAM.
  • The incumbent will work to provide the maximum support coverage in a 24x7 contact center environment in keeping technology equipment availability within Sutherland’s service level agreements as outlined by the internal helpdesk manager and Sutherland clients. We are a group of driven and hard-working individuals.
  • If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Managers in this role get to:
Operations:

  • Ensures that GTI Ops SLAs and KPIs are properly met, among which are: 1. Weekly Ticket SLA 2. McAfee Score 3. Recording SLA. BRM for Spanish Speakers Clients and have close coordination with the SME teams in terms of addressing any requirements or issues. Generate GTI Weekly Reports, SLA´s, Incidents. Management of Mexico Altiris Incident Queue. Assigning of the tickets. Communicate with the end user for the SLA and ownership of the ticket. Enforce communication if Post-resolution to ensure client satisfaction.

Information Security:

  • Enforce InfoSec Technology policies and procedures to the Technology Infrastructure. Maintain Information Security Compliance for all infosec controls, certifications, etc. Coordinate with the IT Manager for the InfoSec Incidents. Collect information by making sure that all logs such as Data Center, Outage, Vendor and others are properly followed.

Ensure Business Continuity:

  • Ensure that all of the TCO Reports and Information are accurate and properly sent. Ensure the continuity of the Awareness of the Critical. Incident Management Process to all of the stakeholders. Manage the Outage Tracker.

Vendor Management:

  • Responsible for Vendor Management. Submit and Send Procurement Templates for Approval. REQ & POs Tracking. Service/Materials Delivery Tracking.

New Client Transition/Program Expansions:

  • Coordinate with Transition Teams and IT Manager for New Programs or Expansions. Coordinate with WFM for the seat allocation. Join Transition Meeting to provide updates. Ensure Desktop/ Software Licensing provisioning. Tracking of the tickets submitted by Transition. Ensure Desktop and Phones deployment, configuring. Post-deployment and Testing.

Asset Management:

  • HW & SW asset tracking 100% compliance in Main app Tools. Enforce asset re-utilization. Responsible for Capacity Management and maintain local Asset reports.

Educational Development:

  • Review GTI team's performance identifying areas of strengths and improvements and perform Goal Appraisal.

Job Requirements

Our most successful candidates will have:

  • A bachelor’s degree or its equivalent and 3 years of experience in the field or in a related area.
  • Familiarity with standard concepts, practices, and procedures within information technology, SOX, and ITIL practices - Performed a variety of tasks specific to electronic equipment and facility maintenance
  • A certain degree of creativity and latitude is required - External vendor interaction is required - Minimum 2 or 3 years in experience in:
  • Troubleshooting Switches and Routers, preferably Cisco Platform;
  • Troubleshooting IP Phones, preferably AVAYA and Platform Configuring and troubleshooting Windows Server Platforms.

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