Company Description:
About Sutherland:
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results
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 meet, among which are: 1. Weekly Ticket SLA 2. McAfee Score 3. Recording SLA. BRM for Spanish Speakers Clients and have a 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 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 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 year in experience in: Troubleshooting Switches and Routers, preferably Cisco Platform; Troubleshooting IP Phones, preferably AVAYA and Platform Configuring and troubleshooting Windows Server Platforms
