Program & Project Mgmt Sr. Analyst

JOB DESCRIPTION:

• Serve as SME to support client solutions/ facilitate discussions as appropriate in the IT infrastructure / cloud Contact Centre space.  
• Work with the support teams to review the existing build (network, IP telephony, Cloud infrastructure etc.) and liaise with business process owners and Technology Operations for a consistent, standard architecture for the contracts.
• Participate in root cause analysis with internal teams, vendor and client technical teams. Work with respective support teams to help identify action Items and corrective action for further improvements.  
• Maintain documentation for continuous service improvement and knowledge base of technical resolutions for common or recurring problems.  
• Mentor team members. 
• Actively support leads for new sales bid, RFPs etc.