Team Lead, System Administration in Quezon City at TTEC

Date Posted: 2/12/2018

Job Snapshot

Job Description

Attract, develop & engage a world-class workforce
TeleTech is an organization that spans more than 16 countries, 6 continents and nearly 30 languages. At TeleTech, technology is the backbone of our business.  Behind the scenes of every workstation, service delivery center, client solution, and business innovation is a vast and sophisticated technology infrastructure that makes everything we do not only possible, but positions us as a market leader in delivering highly efficient, sustainable, and successful solutions to our Fortune 1000 clients. To stay at the forefront and leap frog our competition, TeleTech is committed to creating game changing technology that delivers unprecedented value.  Additional leadership has strengthened our IT organization and has re-enforced our commitment to hiring top talent in conjunction with cultivating our internal human capital.
Position Summary :
The Systems Administration Supervisor is responsible for the development, mentoring, coaching, and performance delivery of Systems Administrators to meet and continuously improve both TeleTech and Client technology metrics and requirements.  They provide systems application support and provisioning while being the main point of contact for system/server application incidents and requests. They recommend, coordinate, schedule, test, implement and document applications/systems technology and process.
Aside from managing the technical resources, the Systems Administration Supervisor builds working relationships across the different IT disciplines along with the various other support departments and Operations who serve as our internal customers and their Clients. As they coordinate the team activities and special projects, they lead their staff in accordance with the policies and procedures of TeleTech.
The position requires strategic thinking and technical problem solving skills to apply documented processes to new problems as they are identified, as well as the management of escalations.  It requires excellent customer interaction skills both written and verbal, and the ability to work co-operatively to meet deadlines and objectives.  Successful candidate is also expected to work on various special projects that maybe assigned by management that drive departmental and corporate goals.
Duties, Skills & Experience

• Strong understanding of TeleTech’s business, core values, and goals
• Strong verbal and written communication skills with fluency in English
• Ability to manage multiple, complex, on-going tasks and projects
• Ability to lead and partner successfully with staff and chain of command
• Great interpersonal skills and willing to build working relationships with other operational departments
• Open, honest, and empathetic manner when managing people
• Strong attention to detail and desire for quality control and process improvement
• Passionate about the Customer Experience Delivery
• Ability to learn new technologies quickly
• High level of integrity, honesty, and judgment
• Technical understanding of scripting with orientation towards automations
• Troubleshooting with Root Cause Analysis skills while being proactive in the approach to prevent recurring issues
• Coaching and Mentoring skills with experience in building talent within Technical Teams
• Data analysis, reporting coupled with presentation skills for both internal and external audiences
• Conduct training and mentoring to associate administrators
• Perform daily/weekly/monthly/yearly tasks and projects with minimal supervision
• Create, monitor and maintain project schedules on trouble tickets and open issues for clients, and inform them of timeframes for delivery and update.
• Demonstrate a commitment to continuous learning, obtaining appropriate certifications, and developing skills with ever changing technology that align to the department
• Involvement with the Change Management Process within the ITIL framework
• Creating/Updating documentations like SOPs; Job Aids, FAQs, etc.
• Excellent time management and organizational skills
• Extensive end-user involvement and excellent customer service skills
• Ability to translate technical subjects for non-technical audience
• Experience in data networking and server/systems administration is an advantage
• Experience in supporting PC hardware and software including configuration, troubleshooting, and maintenance, or relevant technical degree from an accredited college, university or technical certification is an advantage

Requirements & Qualifications :
• Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology or equivalent
• At least 1 - 2 year(s) of working experience in the related field is required for this position
• Preferably 2 year experience working on a BPO company
• Knowledge in the management of :  Active Directory, Exchange, VDI, Windows Servers and Windows XP and 7 Desktop platforms
• Knowledge in ITIL
• At least intermediate level hands-on experience with the following applications : Outlook, VMware, SharePoint, PowerShell, Ticket Systems (ServiceNow preferred), PowerPoint, Excel, Word, and Oracle
• Applicants must be willing to work on shifting schedules including weekends and holidays while making themselves available for on-call emergencies
• Applicants must be willing to work in Novaliches, Quezon City (primarily) and other Teletech facility within Metro Manila as needed
TeleTech is one of the largest and most geographically diverse global providers of technology-enabled business process outsourcing solutions. Our integrated global solutions are provided by approximately 45,000 employees utilizing 35,600 workstations across 68 delivery centersin 16 countries. TeleTech and its subsidiaries have a 28-year history of designing, implementing, and managing critical business processes for Global 1000 companies to increase their operating efficiencies. TeleTech and its subsidiaries support more than 270 business process outsourcing programs serving approximately 90 global clients in the automotive, communications and media, financial services, government, healthcare, retail, technology and travel and leisure industries.
For more information on the World of Opportunity at TeleTech please visit our website at