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    IT Manager - Taguig, Philippines, Pilipinas - Medtronic Cardiac and Vascular

    Medtronic Cardiac and Vascular
    Medtronic Cardiac and Vascular Taguig, Philippines, Pilipinas

    3 araw ang nakalipas

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    Buong oras Turismo/Paglalakbay/Pagiging mabuting
    Paglalarawan

    Careers that Change Lives

    We believe that when people from different cultures, genders, and points of view come together, innovation is the result -and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive.

    The Contact Centre and Virtual Assistant Team support and develop the effective transition of operational management. We are responsible for the technical support leadership of contact centre and virtual assistant infrastructure including engineering, configuration, testing, and support escalation. We also develop collaboration across applications in the environment such as Interactive Voice Response (IVR), Intelligent Virtual Agent (IVA), Reporting, Analytics, Network, and Client Applications.

    A Day in the Life

    As the IT Manager, you will be responsible for managing the support of a highly visible and dynamic contact center function. This collaborative position requires solid Information Technology Service Management (ITSM) experience as a Support Owner, vendor management experience, and preferred experience with contact center software such as Cisco, Five9, and cloud telephony.

    Responsibilities may include the following and other duties may be assigned:

    • Provide leadership and guidance for the Technical Support Engineers that support the company's technical information systems platforms
    • Manage operational demands and project work responsibilities, while maintaining service levels through service metrics and following Information Technology Service Management (ITSM) processes.
    • Be responsible for the analysis, support and modification of enterprise systems, application software, installation of network hardware/software and database management.
    • Ensure that Medtronic's systems and the information on them are protected in accordance with Medtronic's Information Protection Policies and Standards, as well as best Information Protection practices.
    • Ensure infrastructure architecture standards maximize efficiency and support platform compatibility.
    • Show subject matter knowledge of user group for practical application of system characteristics.
    • Coordinate delivery of services to user groups and ensures IT service is uninterrupted. Work closely with other Managers, Service Delivery Managers, Technical Support Engineers, and vendor partners to ensure high availability of the service.

    Must Have:

    • Bachelor's degree
    • 5+ years of experience with a bachelor's degree or 3+ years of experience with an advanced degree

    Your Profile:

    • Understanding and knowledge of the Information Technology (IT) Service Management framework, as well as core Information Technology Infrastructure Library (ITIL) processes (catalog, request, incident, change, release, problem, knowledge, asset, and configuration management)
    • Previous experience as a Support Owner in a large and complex IT environment
    • Previous experience working with Cisco UCCE (Unified Contact Center Enterprise) and Five9 is a nice to have
    • Ability to successfully operate in a remote environment, and work with general direction
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