Headquarters: Uttar Pradesh
Position overview
As a Platform Management Manager you provide leadership to multiple teams who maintain and support a wide range of software applications for Workforce Management. You oversee and optimize these processes and practices in alignment with organizational objectives and client expectations.You manage the performance, drive engagement and foster development of your teams.
Key responsibilities
- Develop and oversee the execution of plans for WFM application support teams, ensuring overall effectiveness and efficiency
- Establish and monitor key performance indicators (KPIs), ensuring alignment with organizational goals
- Collaborate with senior stakeholders and vendors to resolve critical issues and negotiate service level agreements
- Ensure compliance with IT and WFM governance frameworks and industry best practices across all support teams
- Drive innovation in support processes, tools, and methodologies to improve service quality and operational efficiency
- Lead and develop a high-performing, highly engaged team, providing guidance, support, and mentorship
Core competencies
Giving support, focusing on customers, embracing technology, managing self-development
Leadership competencies
Providing leadership, leading change, building effective teams, managing stakeholders
Functional competencies
- In-depth knowledge of WFM platforms such as Verint & NICE IEX.
- Strong knowledge of operating systems, databases and programming languages
- Strong knowledge of IX operations and infrastructure
- Experience or solid understanding of WFM platforms such as Verint.
- Experience with RPA technologies and tools to design, develop and deploy automation solutions.
- Strong understanding of IT service management frameworks, particularly ITIL principles and practices
- Ability to communicate effectively with technical and non-technical stakeholders
- Ability to identify and solve problems, understand and recognize broader impact across the department
Qualifications
- 5+ years of experience in IT application support
- 2+ years of managerial experience
- Bachelor’s degree in Computer Science, Information Technology or related field – Desirable
- ITIL certifications are good to have
- B2+ oral and written English – Mandatory
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
