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Symantec

Infrastructure Manager

Symantec

  • Clare / Kerry / Dublin
  • Not disclosed
  • Permanent full-time
  • Updated 31/10/2012
  • Manita Rughoo
this job is expired
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Description

The Consumer Support department mission is to provide uninterrupted peace-of-mind to Norton’s customers and increase their loyalty. We provide fast and easy access to knowledge and help – whenever and wherever customers need it. We are knowledgeable and caring!

 

As a manager of the Application Operation team, you will manage a team (which is currently remote) responsible for managing key technologies such as CRM, telephony, Chat and Remote Access used by the global support delivery organization. You will be responsible for application configuration and administration as well as production support. The manager will also handle some of the day to day tasks and hence be a working part of the team.

Key Responsibilities

 

  • Responsible for the day to day management of our cloud based contact centre telephony platform (currently LiveOps). This involves
    • Configuring call flows for new outsourced contact centre vendors
    • Setting up new campaigns and managing ongoing configurations in the system.
    • Managing user access and accurate permissions to relevant capabilities needed
    • Managing production support: managing planned and unplanned outages (troubleshooting and communicating etc).  
  • Responsible for the day to day management of our case management system (currently SFDC) used by support delivery. This involves
    • Creating and managing specific configuration of the system to enable support agents to be as effective as possible.
    • Managing user access and accurate permissions to relevant capabilities needed
    • Managing production support: responsible for researching and analyzing defect impact and validity before working with SFDC and the support PMO on fixes.
  • Responsible for the day to day management of our chat application (currently LivePerson). This involves
    • Setting up permissions and skills in the system as well as other relevant configuration items.
    • Managing user access and accurate permissions to relevant capabilities needed.  
    • Managing production support: researching and analyzing defect impact and validity before working with Live Person and the support PMO on fixes.
  • Experience/Requirements

    Significant amount of experience with CRM, Chat, Telephony and Remote Access technologies is a must

    • Must have previous commercial experience in Support environment is a must
    • Knowledge and passion for technology and/or support business is key
    • Software methodologies: waterfall, agile etc knowledge and how that applies to stakeholders is a must
    • Excellent communication skills: presentation, verbal and writing skills are a must. Ability to process large amount of information into consumable summaries/ newsletters is desirable.
    • Computer Science or Engineering degree or equivalent work experience a strong plus
    • Ability and willingness to travel >20% of the time to various locations
    • Fluent in English, additional language is a plus.
    • Experience managing a diverse team that is remote is a benefit
    • Very comfortable working in a global environment with stakeholders around the world is a must

Ref: Application Operation Manager
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Symantec

Symantec

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