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IT Operations Lead (Americas)
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Mexico-Mexico
Own end-to-end operational health of CX and Collaboration services
Lead incident, problem and major incident management
Partner on changes, upgrades, migrations and releases
Ensure operational readiness with runbooks and monitoring
Own SLAs, MTTR, KPIs and reporting
Define operational standards and best practices
Manage vendors and regional stakeholders
Drive continuous improvement and automation
Provide functional leadership and Spanish-language support for LATA
Work on a team engaging in technical exploration, innovation, design, and support of NiCE Contact Center & Collaboration tools and applications
Enjoy technical discussions within the team proposing solutions and alternatives to solve incidents and service requests
Build healthy relationships with our business partners
Use advanced troubleshooting skills to troubleshoot root cause and remediate
Make technology understandable to non-technology partners
Be an inclusive, supportive teammate
Great English and Spanish communications skills
This is a highly technical role – it is not appropriate for project managers, sales engineers, or contact center supervisors/agents
5+ years experience in IT or service operations
Experience across both CX/contact center and collaboration platforms
Strong IT service management knowledge
Fluent in English - a key element of this role will be supporting Americas and LATAM. Being able to converse with users and leaders in English is essential.
Large-scale contact center operations experience - NICE CX suite of products Microsoft Teams (voice)
Enterprise collaboration platform experience - Microsoft products; M365, Sharepoint, messaging; Teams and more
Regional, matrixed organization exposure preferred
Comprehensive benefits package.
Opportunities for professional growth and development.
Supportive and inclusive work environment.
Commitment to work-life balance and employee well-being.
Engagement in meaningful projects that make a difference.
Johnson Controls is a global leader in smart, healthy, and sustainable buildings. With operations in over 150 countries, we are committed to driving innovation and excellence in building technologies and integrated solutions. Our people are at the heart of our success, and we are passionate about attracting and developing top talent across the globe. We are looking for an IT Operations Lead (Americas).
What will you do?
The IT Operations Lead (Americas) will oversee the technology operations across the Americas, ensuring streamlined processes and optimal performance of IT services. Your role includes managing IT teams, developing operational strategies, and implementing IT solutions that improve efficiency and effectiveness within the organization.
Key responsabilities:
How will you do it?
What are we looking for?
Required:
Preferred:
What do we offer?
Johnson Controls does not request pregnancy or HIV testing as a condition for hiring, continued employment, or promotion, in accordance with its commitment to labor equality and non-discrimination.
