IT Manager – Call Center

AGS ALTIN GEZEGEN VARLIK YÖNETİM ANONİM ŞİRKETİ

Job Description

AGS ALTIN GEZEGEN VARLIK YÖNETİM A.Ş. is seeking a highly skilled IT Manager with Fluent English to join their dynamic team. The successful candidate should possess a minimum of 7-10 years of experience in Call Center environment with Debt Collection Software knowledge

This individual contributor role is responsible for providing comprehensive IT support across various areas of Call Center Environment, ensuring the smooth operation of IT functions and contributing to the overall success of the business operations.

Required Skills & Experience

• Received undergraduate or graduate education from the Computer/Electronics/Mathematics Engineering/MIS departments of universities,
• Minimum of 7-10 years of experience in IT service and operations management,
• Good command of verbal and written English,
• Have experience providing IT support and acting as a point of escalation,
• Have excellent communication skills and ability to build strong working relationships with colleagues,
• Adapted to teamwork and a business-oriented approach,
• Loves analytical thinking and research,
• Eager to learn new technologies and tools,
• Adopts solution and result-oriented work as a principle,

Job Description & Responsibilities

• Technical solutions strategy creation,
• Technical team management, planning, operation,
• Business analysis and design,
• Managing IT infrastructure, cyber security operations, and end-user support operations,
• Driving a customer-first mentality focused on service excellence through timely and accurate incident and request handling,
• Guiding team members during project execution and current systems operations,
• Assessing company security implementations, identifying security issues, prioritizing fixes, and creating company security standards,
• Accountable for operating within the agreed budget and contributing to the development of the overall IT Operations budget,
• Implementing Information Security policies and standards within the company,
• Carrying out business continuity and disaster recovery plans and tests,
• Lead monitoring and management of performance metrics,
• Accountable for implementing and executing policies, procedures, and processes,
• Guiding the team or suppliers on issues such as performing server maintenance, checking backups, running DR scenarios, and debugging SQL database errors,
• Cloud infrastructure systems architectures and applications (AWS, Azure, VMware, Kubernetes, MS Office 365, etc.)
• Communication systems architectures and applications (Active Directory, Exchange, etc.)
• Cloud environmental systems (Backup, Data storage systems, etc.)
• Experience in technical purchasing processes (specification creation, evaluation, purchasing)
• ITIL Certification is a plus,
• Service management process analysis and design experience