IT Manager at Ignition Group

Key Responsibilities:

Vendor Management:

• Manage IT vendors, including Netsurit (infrastructure, first-line, second-line, and Windows/Server administration).
• Ensure adherence to SLAs and review vendor performance.
• Handle escalations, ensure Root Cause Analysis (RCA) is provided to clients when necessary.

Policy Management & Compliance:

• Ensure policies are in place for security, IT operations, and service delivery.
• Enforce adherence to security protocols and IT operational policies across the contact center.

IT Projects & Onboarding:

• Lead IT-related projects, including new system integrations and technology upgrades.
• Oversee the onboarding and offboarding of users within internal IT systems and partner systems.

Dialler Management:

• Oversee the dialler team to ensure KPIs are met for outbound and inbound call handling.
• Manage dialler vendors to ensure performance is aligned with company standards.

Monitoring & Incident Management:

• Ensure the use of monitoring tools to track system performance, outages, and related incidents.
• Track downtime and incidents impacting contact center operations and report findings to stakeholders.

Reporting & Audits:

• Prepare and present monthly reports on IT operations, vendor performance, downtime, user audits, and KPIs.
• Conduct IT audits to ensure compliance with internal policies and external regulations.

User Management:

• Oversee user access and permissions, ensuring proper onboarding/offboarding within IT systems and external partner systems.
• Track and report on user activity to ensure compliance and security standards are met.

Requirements

Required Skills & Experience:

• Proven experience in IT management with a strong emphasis on network engineering within a contact centre or similar environment. Strong vendor management and service delivery experience.
• In-depth knowledge of network infrastructure, including routing, switching, firewalls, VPNs, and SD-WAN solutions.
• Solid understanding of IT systems, network infrastructure, and security protocols.
• Experience with dialler systems, including performance management and KPIs.
• Ability to manage and lead cross-functional teams.
• Excellent communication skills for working with both internal teams and external partners.
• Knowledge of IT audits, compliance, and security frameworks.
• Strong project management skills and experience managing IT system implementations.
• Ability to work under pressure and handle multiple priorities in a 24/7 operational environment.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Network certifications.
• Relevant IT certifications are a plus.
• 5+ years of experience in IT management.
• Familiarity with ITIL processes and service management practices.