Vacancies Available at Concentrix

What you’ll be doing

• To work as part of a geographically dispersed IT team and assist in supporting and growing the business; to be flexible and respond to critical issues and assist in activities to achieve business objectives.
• Managing Infrastructure Engineering 
• Prioritization in the maintenance, development, and implementation of infrastructure solutions.
• Leading the engineering team to take a variety of engineering and architectural solutions and implementing them into end-to-end technology operations.
• Developing efficiency and automation into all infrastructure solutions that will operate in a large-scale environment.
• Establishing strong partnerships with Infrastructure Technology vendors ensuring that contracts are in place to support the services provided to the infrastructure team.
• Ensuring that the correct software and tools are in place to manage a large-scale infrastructure including OS selection, software monitoring, device monitoring, OS patching, and configuration management.
• Working with peers and other technology team branches to ensure that all KPIs are met within the region.

What you’ll need

• Prior experience of managing Vulnerabilities across Servers and End User devices.
• Management of Active Directory, Group Policy, Scripting (PowerShell, VB Script and Terraform).
• Able to work on Windows Server (2008, 2012, 2016, 2019) and End user environments (Windows 10 Pro).
• Able to manage Virtualization environments (VMWare, Hyper V, Nutanix).
• Able to manage application patching (Chrome, Edge, Adobe, Citrix etc)
• Technical troubleshooting of routine hardware and software issues. 
• experience with mass deployment of software using GPO, SCCM, PDQ, Manage engine.
• implement new projects, reporting, excel skills.
• support operational requirements within short timescales.
• supporting change management initiatives.
• understanding of relevant internal systems, software and hardware examples are HP, Dell, Cisco, Microsoft, VMWare, Nutanix etc.
• Escalate complex problems to appropriate Team members.
• Contribution and upkeep of the team Knowledgebase.
• Results focused and committed to high personal standards and a desire to develop via self-study and formal training.
• Ability to work with wider Technology team and work on requests based on priority and severity.
• Experience of managing the Linux environment patching (desirable).

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What you’ll be doing

• Leading, motivating and inspiring In Country IT SSC Teams to deliver a robust and fit for purpose and efficient service to the Webhelp Group and UK Region
• Collaborating with the other Global/Regional IT Teams, designing and delivering the strategy for all areas within SSC Support adding value to business
• Liaising with IT Leaders in different regions to provide efficient SSC support in key areas such Service Desk, Telephony, Network and Security though understanding the objectives and executing plans to deliver to achieve the required SLAs
• Providing expertise enabling the use of effective IT Services through supporting continuous IT Governance
• Aligning SSC support functions to a global standard operating model identifying areas for efficiency and automation
• Ensuring that all activity in IT SSC Support positively contributes to business objectives and are effectively deployed, and adding value for all regions
• Working in partnership with other functions, peers and management across the Webhelp Group to ensure shared best practice, delivery and implementation of all SSC services

What you’ll need

• Minimum 12 years’ IT experience in technical support services
• At least 5 years’ experience managing IT teams
• Experience working with Microsoft technologies, shaping and formulating IT operational and SSC strategic plans
• Demonstrable experience of senior stakeholder management
• Ability to influence, motivate and engage through clear and articulate communication.
• Strong communication, relationship building and problem-solving skills with good attention to detail
• Ability to work in a fast-paced environment and juggle a varied workload without losing sight of priorities
• Good understanding of data manipulation, aggregation, and presentation techniques
• Team player with the ability to contribute and challenge yourself and the team
• Knowledge of project management methodologies (Agile) and best practices

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What you’ll be doing:

• Support delivery and optimisation of Training & Quality toolkit (including Quality framework).
• Govern delivery against contractual Training & Quality requirements across campaigns
• Ensure Training & Quality team are aligned to a standard operating model, Training & Quality WoW framework and operating practices, ensuring that a consistent standard is applied to all teams & campaigns.
• Management & coaching of Senior Manager group within Training and Quality in line with agreed T&Q strategic pillars & objectives
• Lead resource planning for T&Q to ensure efficiency
• Manage and operate within budget to optimize P&L
• Working with Director of Training & Quality Assurance identify opportunities for improvement and strategic initiatives that benefits the business and clients contributing to overall engagement and retention.
• Ensure effective landing and embedding of operational T&Q Assurance
• Promote a culture of continuous improvement within Training & Quality.
• Build strong relationships with our clients and Operational teams
• Work closely with Management Development, HR, global central functions to design & deliver initiatives within Training & Quality Assurance.
• Work with senior leaders/peers in Operations to support & deliver key business initiatives to deliver value into our operations

 What you’ll need:

• Experienced in Training & Quality strategy design and delivery
• Demonstrate a high level of commercial awareness & advanced ability to comprehend, analyze, and interpret data and performance metrics to shape T&Q strategy and delivery plan(s)
• Extensive understanding of the organization's business operations and industry.
• Demonstrated Proven ability to lead and mentor team with strong influencing skills to build internal & external relationships/ act as leadership advisor to lower-level management.
• organize multi-disciplinary projects and initiatives in a fast-paced and deadline-oriented business environment.
• Advanced Microsoft Office skills.
• Good communication skills, styles, both written and verbal to senior internal and external associates.
• Knowledgeable of emerging Training & or Quality industry trends and best practices.
• Experience of working within an FCA regulated environment.
• Educated to degree level