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Technical Applications Management Specialist Lead (Voice & Contact Center)


Norfolk, VA
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Job Details

Company ADP USA

Job Title: Technical Applications Management Specialist Lead (Voice & Contact Center)

JobID: adp-5000180098406

Location: Norfolk, VA, 23509, USA

Description: You have one of the most important positions at ADP: Keeping our technology solutions performing for our 600,000+ clients and 57,000 associates around the globe. As part of the GETS team (Global Enterprise Technology Solutions), our mission is simple: Keep people productive by building solutions they want and keep them smiling with our awesome service. #winning What's our secret sauce for success? Well, that's easy. It's our growing team of fantastic associates who make it all happen. We're collaborative, fast-paced, transparent, fun and expect the same from you. Your ideas matter and your impact can be felt from the moment you arrive. So, are you ready to get in on the ground floor of something great? Awesome... ADP has a Lead Systems Engineer (Voice Support) for our Norfolk location! Position Summary Coordinate and carry out activities and processes required to deliver and manage IT services at agreed levels to business users and customers. Accountable for the stability of Non - Production and Production environments. Responsible for the ongoing management of the technology that is used to deliver and support services. Ensures adequate process and tools are in place for an overall view of service operation and delivery. Manages the warranty of services in operation implementing structured protocols which identify and react to service interruption or degradation to the availability, security, capacity, and continuity of services. Determines the most effective and efficient way to conduct a series of operations in ADP's high volume and diverse IT environment. Ensure the current state of IT infrastructure functions to meet the current and future demands of the business. Ensures accountability for problems in the IT infrastructure and appropriate work-arounds are provided. Job Responsibilities
* Coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Monitors escalation processes to ensure free flowing escalation and information within the organization. Partners with other technical organizations to determine root cause of issues and communicate appropriately to internal and external customers.
* Research, recommend and introduce new technologies and new uses of existing technologies with IT Architecture \ Service Management.
* Lead the communication, remediation, recovery, command and control, and follow-up efforts associated with high impact failures and/or service disruptions/degradations (Non DR Events). Communicates business impact and technical complexities to all levels of business and IT management.
* Direct and organize Solutions repository and ensure top quality solutions are available to the staff. Assists with the development of Service and Business Level Agreements to set expectations and measure performance. Evaluates and implements effective and workable frameworks for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
* Develop internal processes to provide proactive solutions towards business and technical problems.
* Develops, leverages, and maintains specialized proprietary and/or industry skills relevant to product, platform, or process required/related to domain expertise. Such skills could include certifications.
* Heavily involved in Problem and Capacity Management.
* Perform Special projects as needed. Education and Experience Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience.
* Often holds intermediate-level certification(s) in work field.
* 8+ years of relevant experience.
* Candidate must have 3-5 years of Team Lead experience
* Candidate must have at least 5 years of Support/Troubleshooting experience
* Candidate must have experience working in a Global Setting. (.i.e. Remote support for resources who are international) #LITEH #CB#

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