Country IT Operations lead

Job Title:

Country IT Operations lead

Job Description

IT DIGITAL


We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.


The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.


In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions, and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of developing, building and run the future of Integrated Services.


Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.


We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.


Join us and be part of this journey towards greater opportunities and brighter futures.

• Job Title: IT Operations Manager

  Role Overview:
  The IT Operations Manager is responsible for delivering comprehensive end-user support across the organization's deskside environments, encompassing network, telephony, and applications. The role involves maintenance, analysis, troubleshooting, and the repair, replacement, or upgrade of deskside systems, hardware, software, and peripherals, all in coordination with respective platform teams. This position acts as an escalation point to ensure that tickets and incidents are resolved in alignment with SLAs.

  Key Responsibilities:

• Incident Management: Actively participate in the Incident Management process, handling Sev1 incidents by validating production floor artifacts, conducting Ping/Trace Route, and coordinating troubleshooting sessions across platforms to isolate issues.

• Backup Management: Oversee the daily management and monitoring of backups, manage tape inventory for Concentrix and customer-owned tapes, and facilitate data restoration requests.

  Transition Support: Provide solutions and support for new transitions regarding Image and Desktops readiness.

  Security Compliance: Ensure all PCI and HIPAA accounts adhere to IT security standards. Implement security controls via Active Directory group policies across production desktops.

  BCP Support: Assist in BCP testing for IT infrastructure, including failover tests for firewalls, networks, and servers, ensuring compliance with BCP guidelines and contractual obligations.

  Compliance and Audit: Maintain system compliance and perform audits according to COPC, ISO 27001 standards, ensuring full contract compliance.

  Technical Support: Offer L2 / L3 support for network, server, and voice infrastructure for both CNX and client-owned equipment.

  Daily Operations: Validate controls for printer permissions, AD user permissions, and software installations. Update images and documents on SCCM servers to ensure latest patches and software are applied.

  Bandwidth Management: Measure and report monthly bandwidth utilization for accounts.

  Asset Management: Ensure client asset/software validation and inventory inclusion.

  Health Checklist: Maintain and update health checklists regularly.

  Local Server Management: Manage local DNS/DHCP/File servers for day-to-day service delivery operations.

  Employee Management: Evaluate employee performance, process leave requests, manage employee relations, assess staffing needs, and handle hiring and orientation in accordance with company policies.

  Qualifications and Requirements:

  • 12+ years of relevant experience
  • Bachelor's Degree / Postgraduate (or equivalent)
  • Preferred certifications: ITIL V3, MCSE, CCNA
  • Insights on Windows-based server operating systems, Network, and Voice equipment

• • Knowledge of ITIL V3 Framework

  • -Familiarity with Windows, Network, and Voice systems

  • Proven experience in problem management, incident management, customer/client management, change management, RCA, and ticket analysis

  • Intermediate understanding of Enterprise Networks, Active Directory setup, and Windows servers

  • Demonstrable experience in enhancing ticket resolution using Remedy and ITIL-based frameworks,

  • maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI.

  • Flexibility to stretch and meet deadlines.

  • Prior people management experience managing a team of 15-20 members.

  • Experience in BPO companies is preferred.

  • Complete all assigned, mandatory training within the timeframe provided
  • Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports

Location:

PRT Lisbon - Av. Mediterraneo, N°1

Language Requirements:

English (Required), French, Portuguese (Required)

Time Type:

Full time2026-01-05

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