This position is responsible for but not limited to the following

-Acts as the escalation point of contact for Incident tickets.
-Arranges the required resources of a project as far as IT Infrastructure is concerned.
-Can communicate both engineering issues and project strategy to all IT aspects of Corporate Real Estate Projects management.
-Develops plans and programs for the different areas of IT Infrastructure Team.
-Identify and solve cross-functional and inter-team issues quickly and independently.
-Perform review of technology optimization opportunities and coordinates its implementation.
-Performs appropriate performance testing and considers contingencies.
-Compiles project status reports, document internal procedures, coordinates project schedules, manages project meetings, the tasks accomplished, and help resolves first level of assistance to the reported IT related incidents and issues.
-Monitor for tickets assigned to the queue and process first-in first-out based on priority. Provide constant updating to the project and all the stakeholders.
-Track and reports the progress and status of IT related incidents and issues to all stakeholders.

Qualifications
-4 to 6 years IT Infrastructure Experience.
-Has a solid working experience in a Contact Center and a BPO industry.
-Devising and maintaining processes (ITIL based) that ensure all IT issues are managed, and that robust escalation procedures are in place.
-Hands on experience in (process) management of an infrastructure or application services organization (either internal or external service provider).


Email your and name and phone number to wendy.reroma@optum.com