EXL Service Bulgaria

Technology Operations Manager
Why working at EXL:

We are a leading Business Process Solutions company helping Global 1000 companies in multiple industries including insurance, banking, financial services, utilities, transportation and travel. Our solutions integrate our knowledge and experience in Decision Analytics, Financial & Risk Management, Operational & Process Excellence, Re-engineering and Integrated Transaction Processing to provide our clients excellent service and long term financial value.

EXL (NASDAQ: EXLS) is a U.S. company that was incorporated in 1999. Our headquarters are based in New York City, we have 25k+ employees globally operating out of 35+ state-of-the-art global delivery centers.

As EXL continues to grow in Bulgaria and Europe, we are now seeking talented professional for the position IT support desk on a FullTime employment. This role is primarily responsible for providing field support to business operations, monitoring and Level 1 support for all Network, Server and desktop resources to prevent any adverse impact on production.

Basic Function:
• Responsible for managing day to day Site Operations (Systems, Network, Voice) in unison with the Centralized Technology Operations team.
• Exposure to managing systems domain (AD / DHCP / Proxy / VM / Storage / Wintel) with good knowledge of cloud computing and current industry trends.
• Site Leader for managing all aspects of day to day Technology Operations
• Ensure availability of Technology Services (Network / System, Voice) Operations.
• Good Understanding of Statutory compliance regulations (PCI-DSS / GDPR / SOX / ITGC)
• Client Service Delivery with a strong customer centric attitude.
• Manage Customer Relationship and Business Operations from Technology perspective. Act as a first Point of Contact for any Process / Functional Escalations.
• Manage and ensure that site level compliance is adhered to as per agreed SLA parameters.
• Responsible for client service delivery in line with the agreed Master Service Agreement (MSA) and service levels (SLA/s), as per contract
• Responsible for Technology P&L for the region and identifying avenues to improve margins.

Essential Functions:
• Ensure availability of Technology for Business – End to end ownership for Technology Availability, Service Desk, Site Specific systems, network, and Voice environment.
• Client Portfolio Management – End of End documentation / reporting ready & up-to-date for any business requirement.
• Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.
• Participation in Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
• Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.
• Technology Infrastructure lead responsible for managing systems domain. Good understanding of AD / DHCP / Proxy / VM’s / Wintel etc)
• Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.

• Good understanding of Systems, Network ,Voice and business applications.
• An industry recognized certification like ITIL / ITSM is an advantage.
• MCSE / Certification in AWS preferred
• Ability to interface and communicate at all levels within EXL and Client organizations.
• Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital.
• Working knowledge of MS office, MS Project and Visio.
• Good presentation and interpersonal skills.
• Excellent problem solving skills in a cross functional environment
• Strong verbal and written communication skills
• Strong customer service orientation ability to connect with global customers and work with Global teams.
• Good listening and consultative skills.

Education Requirements:
• Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM

Work Experience Requirements:
• Minimum 10 -12 years in managing Technology Operations and Client Delivery for a large BPO and willingness to work in a 24 x 7 environment.

EXL Offers:
Great office location
Employee referral bonuses
Positive working environment (Relax zones, PlayStation, Table tennis, and billiard corners)
Excellent social benefits (Additional health insurance, food vouchers, Transportation allowance, and Sport Pass card)
Special benefits for our team members (yoga classes and massages in the office)
Standard working time: Monday – Friday.
Professional development and career path in EXL.
If we have managed to catch your interest, please submit your resume in English using the applying tool.

All documents will be treated in the strictest confidentiality.

Only short-listed candidates will be invited for an interview.
Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:
С професионален опит над 3 г.

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:

Трудов безсрочен

Ниво в йерархията:
Средно управленско ниво

Хардуер/Разработка и поддръжка
Населено място:
Гр. София
Business Park Sofia, Mladost 4, Building 1B, Fl.4, Sofia, Bulgaria
EXL Service Bulgaria
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за EXL Service Bulgaria може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

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