Platform Engineering Supervisor in Mandaluyong at TTEC

Date Posted: 4/12/2018

Job Snapshot

Job Description

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Platform Engineering Supervisor

TTEC is seeking a Platform Engineering Supervisor to join the IT team. We’re a global company that is 46,000 employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits.

Our global IT organization of 600 supports the entire enterprise that encompasses over 40,000 users across our businesses aligned in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services.

What you’ll be doing :  
The Platform Engineer Supervisor will lead a team of Platform “Sustainment” Engineers. This position will be responsible for the development, mentoring, coaching, and performance delivery of members within the team.  The team itself will be responsible for configuring, monitoring, and maintaining key Platform infrastructure systems in support of the overall organization. This position will be part of the Platform Engineering team within the IT Infrastructure Engineering department. This position will report to the Manager of Platform Engineering.

Job Responsibilities :

  • Perform quarterly performance evaluations.
  • Mentor, train, and guide staff in alignment with overall company objectives and strategic initiatives.
  • Participate in on-call support rotation and expected to be available during mission critical situations.
  • Create and maintain SOPs (standard operating procedures).  Handoff SOPs and provide KT for Operations staff.
  • Build working relationships across the different IT disciplines along with the various other support departments and Operations.
  • Adhere to standardization guidelines and “as-built” specifications in support of the IT infrastructure.
  • Follow Change Management procedures for all production level changes within the enterprise environment.
  • Perform Root Cause Analysis (RCA).
  • Monitor and maintain the storage, virtualization, and backup infrastructure systems.
  • Receive and act on system alerts.
  • Receive and act on escalations from Tier 0/1 Operations support team.
  • Function as mentor to Operations team.
  • Perform system implementation tasks as defined by Core Engineering team.
  • Function as liaison between Engineering and Operations teams.
  • Maintain infrastructure systems update cadence (firmware, patching, etc.).
  • Interact with vendors as needed in support of infrastructure.
  • Assist Manager of PE with yearly budgeting tasks.
  • Adhere to defined capital and operating expenditure budgets.
  • Perform trending analysis on key metrics using Platform tool set.
  • Translate technical subjects for non-technical audience.

Desired Skills, experience, and certifications :

  • 2-3 years in a lead or supervisor type role.
  • Basic understanding of accounting and finance concepts (capital vs operating costs, budgeting, revenue vs profit, etc.)
  • Preference to candidates with certifications in any of the following enterprise systems :  VMware, VMware Horizon, Commvault, Cisco UCS, NetApp.
  • 4-5 years’ experience in IT, demonstrating an increasing level of responsibility and technological acumen.
  • 2-3 years’ experience with VMware virtual server infrastructure administration and support in mid to large sized enterprise environments.
  • 2-3 years administering an enterprise-level data backup system such as Commvault Simpana.
  • Prior experience with any of the following preferred :
    • Cisco UCS, Dell, or other Intel-based server hardware
    • Disk storage systems such as NetApp and EMC
    • Cisco MDS
    • VMware vRealize Operations
    • NetApp OnCommand Insight
    • Cloud platforms – Azure, AWS
    • Basic Networking, Firewall, TCP/IP communications
    • Basic SAN (storage area networking) fundamentals

  • Strong analytic and research skills.
  • Strong interpersonal skills and willingness to operate in a team oriented environment.
  • Strong understanding of Microsoft-based technologies, including Windows Server, Active Directory, SQL Server, etc.


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