Job Title: IT Operations Manager Job Description We're Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled. We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents. Our game-changers: Challenge Conventions Deliver outcomes unimagined Create experiences that go beyond WOW If this is you, we would love to discuss career opportunities with you. In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today's hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of CX. Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region. We're a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career. \#LI-Remote **Manager I, IT Operations** **Summary** Manager I is responsible for end-user support across our deskside including network, telephony and application(s) environment. You will be asked to ensure maintenance, analysis, quality of troubleshooting and repair/replace/upgrade of deskside systems, hardware, software and computer peripherals with the respective platform teams, you will also as serve as an escalation point to ensure tickets/incidents are resolved according to Service level agreements. You will also ensure a judgment to determine priorities, prepare appropriate action plans and is accountable for end to end to IT operations delivery. **Main Responsibilities** + Active participation in delivery and execution of the Incident Management process. In case of Sev1 incidents, validate from production floor all the artifacts and extract details like Ping/Trace Route and initiate troubleshooting session with all platforms to isolate the problem. + Ensure completion/addition/modification of Backup is managed & monitored daily. Managing Tape inventory for Concentrix & Customer owned Tapes and moving them weekly to off-site location. Catering to restoration of data on requests received from Business. + Solutioning and supporting new Transitions on Image & Desktops Readiness. + Ensuring all PCI, HIPPA accounts are IT security compliant following PCI, HIPPA guidelines within the spans. + All security controls are implemented starting from Active Directory group policy deployment on all production desktops from the active directory + BCP test for IT infrastructure, links/firewalls specific to all accounts. Performing failover tests for Firewall, Network, Servers AD/DNS/DHCP services, PA & BA switch testing to ensure we are compliant with BCP guidelines and contractual obligations to the customer. + Ensure compliance & security for the site. Maintaining system compliance & audits following COPC, ISO 27001 standards & ensure 100% contract compliance. + Muster L2 / L3 support for all network, server & voice infrastructure for CNX and client owned equipment as applicable. + SSAE activity. + PGP Desktops Validation, OU Users Policy Validation & Computer OU Policy validation. + Daily, weekly, monthly review of all pending tickets within the span + Site Hardening testing. + Ensure validation and corrective actions including validation of controls like printer permissions, AD Users & computers permissions for restriction of c: guide permission, saving rights, software installation rights & software deployment on desktops. + Validation & updation of images & documents on WDS / Tivoli servers to ensure all images are updated with latest patches, customer software, Service Packs etc. + Measure & support b/w use of accounts and monthly reporting for bandwidth use. + Validation of Client Asset/Software with client and ensuring all of these assets are a part of inventory. + Update Daily/Monthly/Quarterly/Half Yearly/Yearly Health Checklist. + Manage Local DNS /DHCP/File server/Tivoli server for service delivery location as daily operation to support Business. + Achieve and Maintain high IT VOC scores. Action planning for identified areas. + Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment **Qualifications and Experience Required** + 9+ years' experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment or equivalent + Bachelor's Degree/Post Graduate (Or equivalent) + ITIL V3, MCSE, CCNA or similar certifications required + Knowledge of Windows, Network, Voice + Knowledge of ITIL V3 Framework + Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience. + Intermediate understanding of Enterprise Networks, Active Directory set up & Windows servers + Demonstrable experience in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI + Flexibility to stretch & deliver within timelines. Location: ZAF Durban - Block A, 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge Language Requirements: Time Type: **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**