TTEC, formerly TeleTech, is currently seeking an experienced client facing Director of Escalation Engineering in Austin, Texas. The Escalation Engineering / Tier 2 global support team provides customer-facing resolution and is focused on service restoration to our clients while minimizing system down time. At an operational level the team's objective is to provide information, advice, guidance and rapid restoration of normal services to TTEC's premise and Cisco cloud clients and users.
What you'll be doing
The Director will lead and maintain the Tier 2 global support organization, provide effective and efficient proactive and reactive services at the level required by the Managed Services organization, manage the response to Incidents reported by external clients, monitor performance against SLAs throughout the incident life-cycle, manage communication with the customer, instigate proactive communication, build and maintain excellent customer relationships and high customer satisfaction. There is a high level of client engagement and 24/7 availability is expected as needed. The Tier 2 global team supports Cisco ICM\UCCE which integrate into other backend systems like Cisco Unified Communications Manager and other IPT related devices.
At this level the Director will lead and partner with other managers in the Managed Services organization on behalf of the Tier 2 Engineering team, and to initiate and follow through actions required for Incident Management; to improve or maintain agreed service levels. This requires adequate seniority within the organization and clearly visible management support. This role must also allow for clients to feel like they are interfacing with senior levels of management to address their issues and concerns. The outward client communication skills and leadership is critical in this role since the role requires the management of 3 integrated teams.
Strategic leadership for the organization: Definition & Execution of Team Strategy
Overall leadership in meeting client SLAs and expectations
Continuous process improvement in service delivery methods and best practices
Ability to attract and retain a highly technical engineering and leadership staff
Close coordination with Service Delivery Management and Consulting Services
Budget and margin management for the organization and operations
What skills you will bring:
8 years experience managing service desk/help desk, incident management or escalation engineering teams of 10 or more.
10-12 years of senior IT management experience
Ability to interface with clients, peers, and executive leaders for both strategic and tactical teams
Ability to manage multiple teams performing integrated functions
Ability to quantify value and output of all unique business functions performed by the teams
Must be available 24x7 based on business need to ensure minimal downtime for clients
ITIL awareness and preferably ITIL certification
Project management skills
Relationship management skills internal and external client facing consultative capabilities
Successful client support and operations delivery leadership experience
Management of external client services in a SLA and world class service driven environment
Strong team player and always willing to do what is right for the client
Able to positively handle and manage high pressure situations
Ability to motivate, direct, attract, retain and grow high technical staff
Excellent management judgment when weighing conflicting situations
Process and delivery driven experience preferably utilizing the ITIL framework
Process oriented understands the organizational benefits of process and the need for compliance
Team organization and management skills - people management and administrative skills
Understanding of client business drivers and urgency
Excellent communication and negotiation skills
Influential - ability to interact successfully with all levels of the Customer and internally
Patience, tolerance and resilience with an ability to drive Incident Management priorities
Analytical and reflective - with the ability to apply the knowledge gained effectively
Experience of process development / re-engineering
Reasonable technical understanding; innovative in respect of service quality and ways in which it can be improved within the bounds of the organization's limits (resource, budgetary, legal etc.)
Teletech Holdings, Inc.