Sr Dir Global IT Infrastructure&Telecom (Remote) in Tampa, FL at SYKES JOBS

Date Posted: 12/7/2019

Job Snapshot

Job Description

This key position is responsible for managing the full life cycle of major IT infrastructure engagement delivery work across a dynamic global footprint. This includes providing detailed strategic planning for technology roadmaps, in-depth contractual oversight, and in-depth financial oversight across a wide variety of operational areas.


  • Adheres to SYKES policies on ethics and integrity.

  • Manages to the department’s approved business plan, including budget and staffing plans.

  • Provides support and direction for designs, standards, policies, benchmarks, and guidelines for the infrastructure now and in the future (maximizing availability, supportability, security, and operability) relative to:

    • Network Engineering

    • Telephony Engineering

    • Call recording and Analytics

    • Telecom infrastructure and billing

  • Provides thought leadership for the fundamental transformation of the entire IT infrastructure organization in process and cultural evolution to support key digital transformation objectives.

  • Provides experience and thought leadership in transformational technologies such as Software Defined Networks, Cloud ACD, network virtualization, automation, and data analytics

  • Provides leadership in maintaining a culture of continuous process improvement

  • Drives the development and maintenance of detailed financial processes and governance models

  • Provides leadership and direction to other IT Infrastructure leadership on contract reviews and negotiations

  • Develops and maintains technical documentation and processes to meet a broad range of compliance requirements related to SOX, PCI, ISO and other industry standards. Educates IT and non-IT resources on compliance components as related to IT and ensures that these items are enforced.

  • Interacts with Architecture departments to gather and provide deployment data and engineering requirements to inform technology roadmaps. Oversees the review of architectural proposals and ensures detailed feedback is provided to improve these proposals.

  • Experience managing infrastructure teams as they adopt agile methodologies

  • Manages and provides guidance on the implementation of processes and technology related to items such as infrastructure as code, network programmability, automation, and orchestration

  • Provides design and engineering leadership in network transformation via SDN technologies such as SD-WAN/SD-Access, automation, orchestration, and network virtualization

  • Directs engineering and management staff on all aspects of SOX compliance including detailed process flows, compliance governance, and automation of compliance tasks

  • Directs engineering and management staff on all aspects of PCI compliance including detailed process flows, compliance governance, and automation of compliance tasks

  • Ensures processes are in place for complete documentation of technology environment to remain current, including detailed information on support of business plans and objectives.

  • Oversees and provides guidance on plans to ensure that all business-enabling technology within the company is reliable and of sufficient capacity to meet business needs and that projects align with the stated company business strategy.

  • Reviews client contracts and works with IT Operations, Operations, and Sales to implement client infrastructure architecture. Maintains current working knowledge of client base and associated technology solutions.

  • Supports Sales team in client presentations and RFP/MSA reviews relative to technology components.

  • Provides management and technical leadership in resolving design/development issues and ensures effective coordination between all IT functions and other departments.

  • Verifies quality assurance efforts of infrastructure and associated quality metrics, benchmarks, and guidelines.

  • Provides recommendations on architectural changes and design enhancements to the infrastructure to improve reliability and performance, reduce cost, and anticipate Company growth.

  • Creates / updates policies, procedures, and documentation to adapt to new technologies and business requirements.

  • Coordinates and acts as liaison with vendors and business partners of various organizations to procure equipment and services related to technology systems.

  • Maintains detailed knowledge of company standards and the overall local, regional, and global infrastructure environments.

  • Performs ongoing oversite of technology fine tuning, upgrades, and enhancements to optimize performance, availability, stability, and security.

  • Responsible for performing frequent network trending and analysis and making recommendations and changes accordingly to maximize performance and minimize costs.


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