Manager, IT Operations Concentrix Corporation

Responsibilities:

• Operational Support and Service Management:

  • Manage and triage daily IT support requests across all areas.
  • Supervise service desk operations to ensure SLA adherence and timely resolution of incidents.
  • Implement and monitor ITIL-based practices, including Incident, Problem, and Change Management.
  • Lead root cause analysis and drive permanent solutions for recurring technical issues.

• Infrastructure and Systems Oversight:

  • Oversee local data center/server room infrastructure and end-user computing.
  • Ensure high availability of business-critical systems and coordinate failover testing and recovery protocols.
  • Support remote access services, VPNs, and hybrid work enablement solutions.

• IT Asset and Procurement Management:

  • Manage end-to-end lifecycle of IT assets: acquisition, deployment, tracking, and decommissioning.
  • Coordinate with procurement and finance on stock planning and vendor management.
  • Handle asset audits, warranty tracking, and compliance with internal and external audits.

• Project Management and Implementations:

  • Lead local deployments for new clients and campaign launches.
  • Support UAT (User Acceptance Testing) and liaise with global engineering teams.
  • Coordinate site readiness for client visits, technology pilots, and system rollouts.

• People and Stakeholder Management:

  • Supervise onsite IT staff and coordinate daily tasks.
  • Act as the primary IT contact for site leadership and operations teams.
  • Translate business needs into technical solutions and ensure communication with delivery leads.

• Security, Compliance, and Risk Management:

  • Enforce endpoint security standards and access control policies.
  • Support audit readiness and ensure compliance with IT policies and industry frameworks.
  • Mitigate risks by addressing vulnerabilities in collaboration with security teams.