C3 Customer Contact Channels S Arizona Ave, Chandler, AZ, USA
Aug 23, 2019
We are seeking a Senior System Administrator (Remote) to join our team!The Senior System Administrator will assist in the responsibility for support and administration of a world class IT service organization, maintaining SLA's for all applications and infrastructure, throughout the global C3 enterprise. The role will assist in developing and lead projects to change behavior throughout the organization to help reduce support requirements and improve overall IT service delivery to the business with increased value, reduced risk, and increased user satisfaction.Principle Accountabilities (Key Result Areas)Support all 3rd party software initiativesContinue to provide support for C3's migration of our desktop infrastructure to a cloud based infrastructure.Responsible for system management and administrative functions, including: system monitoring, reporting, analysis, auditing, back-ups, preventative maintenance, tuning and performance optimization, patch applications, capacity planning and upgrades.Optimize escalation procedures and workflow for the timely routing and resolution of all issues across IT disciplines.Assist management with vendor relationships/vendor management in scope with the delivery of IT support services.Assist with implementation of IT service improvement plans to meet the changing business requirements and align with industry best practices.Establish and manage ITIL processes to deliver business requirements in the most effective manner, as recognized against industry standard practice.Manage a customer satisfaction process to measure, monitor and improve customer experience across the C3 global environment and delivery centers.Assist in delivery of IT services within the agreed budgetary, service performance and risk parameters, including identification, assessment and implementation of service cost improvements while maintaining and/or simultaneously improving risk and service performance.Manage continuous service improvement planning within IT service operations organization.Monitor and analyze data and trends to identify potential opportunities, needs, issues, and problems that could impact business results.Attributes & AttitudeDynamic and dependableAbility to work under high pressureSignificant development and delivery experience in leading large projectsQuick thinker and an effective managerExcellent interpersonal and communication skillsAbility to manage team needs and requirements, mentor them and infuse a teamwork ethic.Strategic mindsetIntegrity and driveEnergetic and EnthusiasticPrompt and fast pacedEmployee and business centricMust have managerial, operational and administrative experienceKnowledge Qualification: Bachelor's Degree in Computer Science or related field.Expertise in Microsoft cloud based technologiesA thorough understanding of network infrastructure and topology, disaster recovery procedures, data center infrastructure, administration and management of IT systems Proven experience of driving value and performance from 3rd party supplier.Supplier and service provider management experience, including commercial and contract management.Ability to effectively prioritize service demands in accordance with agreed service plans and performance indicators.Ability to translate business requirements into understandable IT services and IT issues into business language.Working knowledge of all areas of the organization and the ability to develop a clear understanding of the company's key functional processes and resources.Experience: 8 - 10 Years' in senior IT Operations leadership role with a mature IT Organization.C3|CustomerContactChannels pioneered a generation ago the deliberate transformation of prospects and customers, recruits and employees into deeply loyal and engaged FANS of our clients' brands.Since the Company's inception, C3 has focused itself on being 'different' than any other provider in the BPO industry. In December of 2016, the Company was acquired by Singapore-based investment company, Everise. Exclusively focused on investments in the BPO industry, Everise set the goal of transforming C3 into a complete global experience company that is disrupting the way BPO's view the management of customer interactions. This is where the goal of attaining FAN status was born.C3 focuses on not just satisfying clients, but delighting them. For our clients' customers, C3 believes that success will not be met until we convert our clients' customers from happy or satisfied into super-FANs.Hand-picked employee recruits are trained in our proprietary Contact Center solutions, ensuring they become the most skilled Customer Experience Champions in the marketplace. Each is empowered and confident to skillfully raise your bar for customer service. The best of the best Experience Champions often become the next generation of managers, supervisors, even executives across each market C3 calls its own.