[Remote] Technical Operations Manager

Note: The job is a remote job and is open to candidates in USA. TTEC Digital is a company that focuses on enhancing customer experience through employee engagement. They are seeking a Technical Operations Manager to oversee managed technical operations, build client relationships, and ensure client satisfaction while adhering to regulations and managing commercial aspects of engagements.

Responsibilities

• Management, trending and analysis of historical and existing support and change service requests
• Prioritize work related to service requests for technical resources
• Own completion of Change Management cycles and provide adequate visibility internally and externally
• Review daily/weekly/monthly platform statistics related to stability and capacity
• Develop Action plans to resolve stability or capacity issues
• Coordinate Incident / Service Request resolution activities from initiation to root cause analysis between Service Desk, Level II/III and management resources
• Ensure certification of technical plans for major implementations and projects
• Continuous development and exhibition of platform knowledge and effective application to the client environment
• Ensure adherence with client regulations/policies; i.e., Incident/Problem/Change/Release Management/ITIL, etc
• Organize and Lead regular client Operational status reviews
• Coordinate account activities and communications with Account Management and support interactions and communications with relevant vendors
• Maintain positive and professional demeanor when communicating internally and externally
• Build strong business relationships with all engagement stakeholders
• Act as a trusted advisor for client contacts
• Distribute and discuss client “lessons learned” discoveries
• Proactive “informal” check with client on Managed Services performance
• Ensure client issues thoroughly triaged and SLA’s met
• Conduct bi-annual client feedback discussion
• Develop effective action plan to address negative client feedback and prevent recurrence of client issues
• Communicate all client feedback to account management and staff
• Management and assurance of escalations and timely and effective incident notifications
• Drive the assurance of resource effort allocation to remain in alignment with client requirements
• Arrange site visits with client to improve ICS/MS understanding of client mission
• Assist account partners and Account Management with client interactions
• Assist with the creation of SOW’s, Change Requests, RFP responses and other contract documentation
• Tracking Project run rates, hours utilization and ensure proper invoicing
• Pre-Implementation requirements compilation, LOE and Resource Management for small projects
• Obtain solid knowledge of Managed Services offerings
• Provide formal account status and communication with Account Partner and Account Managers
• Provide important client information to peers and management to facilitate good business decisions
• Work with account partners to identify relationship expansion opportunities
• Integrate with and provide feedback to improve delivery methods
• Ensure requisite support reference documentation is created
• Provide direction for client transition to new support model
• Manage client expectations for daily support and ongoing projects
• Manage engagement scope and responsibilities

Skills

• 2–4+ years of Technical Operations Management experience, ideally within contact center environments supporting cloud or on‑premises technologies
• Proven client management capabilities, including relationship building, expectation setting, and issue resolution
• Hands‑on experience delivering or managing Contact Center technologies, such as: Voice and data network operations, Computer Telephony Integration (CTI), ACD and IVR platforms, CRM systems and related integrations
• Advanced organizational and coordination skills, with the ability to manage multiple operational priorities in a fast‑paced environment
• Foundational project management experience (task planning, timelines, cross‑functional coordination)

Benefits

• Medical, dental, vision
• Tax-advantaged health care accounts
• Financial and income protection benefits
• Paid time off (PTO) and wellness time off.

Company Overview

Company H1B Sponsorship