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Director, Escalation Engineering

Expired Job

Teletech Holdings, Inc. Austin , TX 78719

Posted 3 months ago

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.)



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Director, Escalation Engineering

Expired Job

Teletech Holdings, Inc.