Director, IT Operations

**Information Technology**

**Location**
- Fortaleza, Brazil***

Job Title:
Director, IT Operations

**Job Description**:
The Director, IT Operations role provides oversight for the following functions: Global End Point Configuration Management, Global Desktop Engineering and Services, and IT and Security readiness for all sites within assigned geography. You will be part of the Global ITS organization to provide business partnership and IT strategic ownership for regional business leaders responsible for the geo. Success will be based on outcomes experienced by the geo and the Global IT Security management, internal and external clients and measurable results related to Secure Services Delivery scorecard, Innovation achievements, client’s satisfaction, IT Security employee satisfaction, Global rules & compliance, and financial objectives.
You will report to Senior IT Director and SET.
In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and

development, innovation, and solutions in today's hyperconnected world. You will be part of the technology team that is core to our vision of developing and run the future of CX.
You will have managerial responsibilities as to Lead a diverse Global Team of IT Professionals with Direct Reports delivering local support to our facilitates in assigned geography.
LI-Hybrid
** Essential Functions/ Core Responsibilities**
- Meet Regional team and requirements and secure approval from global ITS organizations.
- Accountable to enforce the ITS governance standards
- Responsible for end-to-end ITS delivery
- Resolve Internal Client Escalations of ITS Issues across geographies and time zones.
- Manage Expansion and Transition simultaneously.
- Complete the ongoing transition and delivery management of ITS based projects to support industry and regulatory compliance.
- Lead enterprise asset management for all ITS assets including hardware and software inventory, patch management, in the assigned geography.
- Manage asset refresh practices, surplus utilization approaches, and license compliance programs to utilize capital and operating funds together with Finance.
- Evolve incident management practices to lead the resolution and communications surrounding key incidents within the enterprise.
- Manage all clients/user's escalation in resolving Services issues.
- Manage Clients ITS local relationship related to Projects, Services Changes and Security compliance.
- Accountable to recommend the best Solution to meet the client requirements and the Global ITS guidance.
- Accountable to manage the local and the Global priorities. Capable to work in a cross-functional and matrixed structure.
- Minimum 12 to 15+ years' experience in an IT Operations role or similar supporting diverse departments with 5+ years in a management position
- Problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
- Experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 standards is required.
- Proficient in current protocols, operating systems and standards including Windows 7, 8, 10, iOS and Open-Source Initiative
- Firm understanding of desktop management tools (such as Ghost, WDS, WSUS, LANDesk, Bigfix, Bomgar or equivalent)
- Experience supporting VOIP-enabled contact center.
- With the ability to find solutions quickly to reestablish IT systems services up.
- Expert in building Relationships
- Able to work under pressure when responding to difficult/stressful situations.
- Conflict Management
- Experience building high quality teams
- Articulate and, able to describe complex problems and solutions in understandable terms.
- Detailed understanding of Data Center designing and management
- Bachelor's degree/diploma in Computer Science required.
- Certification in ITIL v3, Cobit, MCSE, A+, Network+, A+, N+ and MCTS/MCITP, CCNA, Avaya or similar required.
- Flexibility to work during non-standard hours.
- Prior experience in BPO/ITO industry

**Our Benefits**

Medical and Life Insurance

Recognition programs

Performance bonus

**Location**:
BRA Sao Paulo - Rua Achilles

Language Requirements:
English

Time Type:
Full time
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