Senior Supervisor, Systems Software Engineering

Roles and Responsibilities:

The AtHome IT Ops team is the escalation path up to AtHome engineering coming from ASD T2, remote Ops, TAMs, IT Executives. The AtHome IT Ops engineer will work with various IT teams to find root cause of escalated issues and work closely with AtHome Engineering. The systems engineering senior supervisor is expected to learn and be open for continuous change as the AtHome technology is always being enhanced based on today’s market demand and flexible scenarios.

You will be responsible for:

• Manage team members that support escalations for remote employee’s endpoint solutions
• Ensure the highest levels of systems and infrastructure availability
• Patch Management and Security remediation support
• Ensure all reported system issues are resolved

·Provide engineering support and technical expertise regarding integration of new and existing technology into the @Home technology platform

·Consolidate and aggregate data from disparate systems to provide infrastructure intelligence that proactively addresses infrastructure capacity, business utilization, and scalability concerns

·Develop and maintain comprehensive support documentation

·Lead engineering IT Ops team to automate and simplify processes to improve value to Teletech.

·Troubleshoot escalated cases for remote agents, find fixes and work closely with AtHome engineering to resolve global issues

·Work closely with HC and AtHome Engineering on ADA cases to ensure ADA systems compatibility with our systems

·Provide guidance to ASD T2 on troubleshooting issues

·Document progress of resolving the issue and results of testing fixes

·Provide guidance to ASD to create job aids for ASD Training

·Participate on AtHome technology pilots

·RFCs (Request for Change) Contribution

·Drives bridges during issue troubleshooting or outages

·Drive escalations from TAMs or IT executives, Human Capital

Skills Required:

·Strong technical skills

·Strong leadership skills and friendly personality

·BS in Computer Science or related field

·Desktop support/troubleshooting

·Good understanding in Network, Security, Firewall, Proxy and VPN technologies, and Call-Center support technologies

·Experience with automated deployment platforms and scripting (PowerShell, VBScript, etc.) and/or ability to learn these skills

·Ability to multitask in a fast-paced environment

·Experience with internal and customer facing project management and collaborative project efforts

·Excellent skills in written/oral communications including group facilitation, presentation, and communicating across the entire spectrum of an organization