Director - Technology Operations

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
The Director, Technology Operations is responsible for overseeing the Infrastructure / Platform Operations which includes: Client Ops; VDI Ops; O365/Exchange Ops; Corporate Network Ops and Security Ops; Service Desk and Identity Operations. The Director will analyze and redesign, as needed, all functions, improve the overall end-to-end customer experience for our users, facilities and partner sites as well as identify opportunities for automation and/or self-service to reduce staffing requirements / eliminate non-value added activities. Additionally, this leader will maintain close working partnerships and interactions with all CTIO functions to support Operations Automation needs.
Responsibilities

• Create best in class functions for Identity Ops, Infrastructure/Platform Ops, Service Desk
• Response to customer requests / incidents upon first touch and without escalation resulting in minimum delay of Service.
• Identify recurring issue patterns and work across CTIO to mitigate / resolve.
• Ensure all functions are providing an optimal level of service across all dimensions of IT Operations.
• Review and improve self-service capabilities for all supported functions.
• Highly repeatable and predictable Service Delivery over time.
• Increase automation / improve first contact resolution / reduce overall contacts / improve first time right KPIs

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Qualifications

• Bachelor's Degree in a technical discipline. Applicable experience above the minimum required can be used in place of a degree
• ITIL Foundations Certified preferred
• Minimum fifteen years of Information Technology Management experience.
• Minimum ten years of management experience.
• Prior deployment of an industry-leading Event Management platform preferred
• Experience with industry leading automation platforms preferred
• Ability to lead across organizational boundaries
• Prior experience working in and / or leading a majority of the above list functions
• Expert communicator - written and oral skills
• Ability to maintain focus on the customer and desired customer outcomes
• Process design & process optimization
• Analytically driven, able to collect, analyze and alter processes to improve facts demonstrated in related data
• Process automation
• 24/7/365 Operations
• Managing across time zones

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
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Nearest Major Market: Plano
Nearest Secondary Market: Dallas