Company Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description

Sutherland is seeking a reliable and detail-oriented person to join us as a GTI Sr. Associate Manager. The GTI Sr. 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. The qualified candidate 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!

Qualifications

 

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. Antivirus Score 3. Recording SLA. Generate GTI Weekly Reports, SLA´s, Incidents. Management of the assigned site's Queue, Assigning of the tickets., Communicate with 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 Compliancy for all info sec controls, certifications, etc. Coordinate with 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% compliancy in Mainapp Tools. Enforce asset re-utilization. Responsible to Capacity Management and maintain local Asset reports.

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

Qualifications

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 areaFamiliarity with standard concepts, practices, and procedures within information technology, SOX and ITIL practicesPerformed a variety of tasks specific to electronic equipment and facility maintenanceA certain degree of creativity and latitude is requiredExternal vendor interaction is requiredFlexible in Schedule.

Minimum 2 or 3 year in experience in: Troubleshooting Switches and Routers, preferably Cisco Platform; Troubleshooting IP Phones, preferably AVAYA and Platform Configuring and troubleshooting Windows Server Platforms

Additional Information

All your information will be kept confidential according to EEO guidelines.