GENERAL DESCRIPTION Our client is the trusted BPO partner of wireline/wireless telecommunication, broadband, cable/MSO and satellite service providers. We offer solutions that range across all customer interactions and touchpoints and strive to take the complex and make it simple. STI operates in multiple call centers around the world, consisting of thousands of agents and employees in a fast-paced, dynamic and collaborative environment. Responsible for the companys various enterprise systems environments and delivery of business applications and services, manages multiple systems engineers and administrators within Center Of Excellence (COE) teams, provides effective communications, leadership, training, staff assessments, balances workloads and task priorities, evaluates performance metrics, provides analysis and reports, perform capacity & resource planning, manages systems lifecycle and license administration, coordinates with leadership technical and financial planning, evolves business requirements into solutions, and cultivates & maintains business relationship with vendors and customers. Essential Job Functions: Technical Expertise: Proficient in handling complex technical concepts, use of software tools and technologies, and strong in enterprise client/server and system engineering concepts and applicationsUnderstands diverse infrastructure systems & services within enterprise environments, how they interconnect, and the ability to deliver continued servicePossess strong knowledge of diverse enterprise system environments, client/server architectures, endpoint solutions, and various hardware & software compatibility requirementsExperience in troubleshooting & resolving technical issues, system processes, and ability to understand and implement client requirementsAbility to effectively discuss technical details and issues with technical professionals and non-technical personnelProficient in asset management and lifecycle strategies and procedures, strategic asset and financial planning, and hardware & software replacement planning and procedures Excellent working knowledge of hybrid, cloud, and on-premises environments, server & endpoint hardware and software technologies, and network & telecommunication systemsSolid experience with Microsoft Active Directory domains & environments, Azure & O365 administration & licensing, and AWS environmentsStrong analytical skills to understand business processes and identify opportunities to improve processes through technology Management Skills: Ability to communicate effectively with internal and external stakeholders, contributors, and business leadersEffectively manage customer and vendor relationships and accountsUnderstand business requirements and its relationship to IT solutions & service delivery, project plans and budgets, and leads project & resource management to ensure timeliness of deliverablesAnalyzes statistical data and trends, reviews current and future functional business needs, and recommends technology infrastructure upgrades, improvements, and changes Ability to effectively manage diverse technologies, technical teams and staff to success Ability to manage multiple workloads and priorities, provide clear direction and expectations to contributors, and provide effective leadership to meet goals and objectivesPerform effective time management, delegate and allocate responsibilities efficientlyPositively manage personnel and COE teams, personnel conflict resolutions, develop training and career enhancement plans, manage staffing and shift requirementsAbility to effectively communicate to stakeholders and manage teams and personnel during service impacting events to restoration, gather & present factor impacting the business, and provide improvement action plansParticipate in IT strategies & planning with leadership teams Leadership Skills: Effectively lead COE teams and inspire others to achieve goals through innovation, quality and excellence, instill excellence and the standards for others to follow and achieveAbility to identify and leverage the strengths and weaknesses of COE team members for successful deliverablesApply constructive resource management skills and ability to address complex and sensitive issues to a successful outcomeEncourage COE team interactions and conversation engagement, solicit feedback and ideas, boost employee motivation, and recognize personal and team contributionsAbility to match project and task opportunities to teams and personnel to foster maximum development potentialFoster and promote teamwork, career progression, training to improve skillset, knowledge, and contribution to the teams overall experience and success Specific Competencies & Requirements: Working knowledge of compliance initiatives, to include but not limited to PCI, HIPAA, and ITILPossess excellent oral & written English communication skillsPossess excellent problem-solving and organizational abilitiesPossess effective interpersonal skillsSupport IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) philosophies and approachesResponsible for personnel and team management, hiring practices, and training within the COE teamsAnalyze team support service levels and performance statistics against customer support requirements to document attainment of service level agreementsAbility to work independently and be results orientedAbility to effectively work with people from different disciplines with varying degrees of technical experienceAbility to manage project implementation teams and individuals and monitor the deliverables of each team to ensure milestone and on-budget completionRequired Education and Experience: Bachelors degree in computer science or related field or related experienceMinimum of five (5) years of experience within Information TechnologyMinimum three (3) years of hands-on experience with infrastructure environments, hardware, and software systemsExperience in the most current technologies and products used in the industry