10000 Contact center technologies Jobs

Team Lead - Enterprise Command Center

The Enterprise Command Center (ECC) is Millennium’s first line of defense and first response against Infrastructure disruptions and failures. The team’s goal is to react quickly, efficiently and effectively in order to maximize uptime of systems and minimize trading downtime. The successful candidate will function as the regional Team Lead for the Enterprise Command Center (ECC) in the US. This will involve operational activities as well as providing leadership and guidance to the team all in the pursuit of Operational Excellence. The individual will be expected to provide Operational Oversight during Major Incidents and collaborate closely with their regional counterparts. The role will also require close interaction and relationships with individuals and senior management across the organization. The team operates 7 days a week so work flexibility will be required in order to provide effective guidance and oversight.

Responsibilities

• Lead, mentor and develop US team
• Identify and look at ways of improving current processes or increasing service quality
• Coordinate responses to outages, communicate to users/stakeholders, and manage incident bridges / calls
• Drive technology teams to address and resolve issues
• Effective escalation based on situation and criticality
• Troubleshoot and remediate issues within Millennium’s IT infrastructure
• Fulfill adhoc and scheduled operational requests
• Collaborate with local and global teams to continuously share knowledge of the health of the production environment

Qualifications/Skills Required

• General understanding of technology infrastructure components and topology
• Basic understanding of Enterprise Network topology (Cisco qualification beneficial but not essential)
• Compute (Linux or Windows) experience
• Candidates would ideally have a College Degree in an IT discipline
• Excellent collaboration and interpersonal skills with the ability to collaborate in a global team environment
• Excellent critical thinking and analytical skills with the ability to approach problems from multiple perspectives
• Detail oriented; Demonstrable thoroughness and strong ownership of work.
• Good team player with a strong willingness to participate and help others.
• Some experience of monitoring tools
• Experience in running incidents / situations / crisis events in a complex environment desired but not essential

The estimated base salary range for this position is $175,000 to $250,000, which is specific to New York and may change in the future. Millennium pays a total compensation package which includes a base salary, discretionary performance bonus, and a comprehensive benefits package. When finalizing an offer, we take into consideration an individual’s experience level and the qualifications they bring to the role to formulate a competitive total compensation package.