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IT Operations Manager

Date:  Jul 15, 2021
Location: 

Buenos Aires, C, AR

Requisition ID:  30826

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

Job Information

Job Code: 00194450

Job Family: Information Technology

Job Function: IT Operations

About the Role

Avaya IT End User Services (Service Desk) is looking for an Operations Manager to lead a team a 24 x 7, world-class support team. Based on Argentina, the selected associate will be part of a team responsible for continual IT end user experience service improvements in all IT supported channels (Voice, Web Ticketing, Chat and our Digital Agent Bot).  This associate must have excellent interpersonal skills, ensure that 'best in class' services are delivered to the end users.  The Operations Manager will ensure procedures are standardized and aligned with industry best practice and the IT Information Library framework through local IT teams or 3rd party service providers. The Operations Manager ensures the teams are working within the Service Management guidelines for incident, problem, and change management and partners with business leaders to obtain and develop the business requirements and future business development plans and to translate them into IT solutions/services. 

About the Responsibilities

  • Lead a world-class Service Desk team team that are available 24 x 7 
  • Collaborate across cross-functional IT Teams and Projects
  • Enable team members’ career path
  • Ensure the team meets KPIs for Chat, Voice and Ticketing Channels

About the Requirements

Experience:

  • Operations management of technical and/or customer service teams
  • Previous call center application experience. Ticketing, IVR, chat, and processes
  • Digital Transformation of Contact Center processes
  • Service Management fundamentals

 

Skills & Competencies:

  • Genuine interest in continuous feedback, learning, and growth opportunities
  • Effective collaboration and communication to achieve common goals and maintain a company standard of excellence
  • Good knowledge of Windows/MAC OS with the ability to carry out root cause analysis
  • Strong analytical and problem resolution skills
  • Soft skills required to be successful in the role and in Avaya, in line with our five key cultural principles of trust, empowerment, teamwork, simplicity and accountability
  • English Bi-lingual level

 

Additional information:

  • Fulltime, remote working, no travel required.
  • Strong customer experience skills 

 

Education/Qualification:

  • Bachelor's degree or equivalent level of experience
  • Preferred Professional certifications: ITIL 4 , PMI, SMC
     

Experience

5 - 8 Years of Experience

Preferred Certifications

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Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).

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