Johnson & Johnson Careers

Contact Center DevOps Manager

Gurgaon, India
Info Technology


Job Description

Requisition ID: 1905715393W

Position Summary

The Contact Center DevOps Manager leads and oversees the operational management and support of Contact Center services across J&J’s operating companies within each region.  This role is responsible for the end-to-end delivery of Contact Center services and the primary interface to the business for operational support and project delivery.   The Contact Center DevOps Manager is responsible for the Service Providers’ day-to-day performance and oversees Incident, Problem, Continuous Improvement, Release Management, Change Management, and Problem Management.  This role is responsible for relationships with the business and remediates any escalations.  The DevOps Manager will participate in experiments, design considerations, and data analysis with engineering and deployment teams to ensure continuous improvement and provide regional specific requirements. 

 
Major Duties & Responsibilities

Approximate Percentage of Time

Tasks/Duties/Responsibilities
50%

Responsible for end-to-end delivery of Contact Center services.  Liaison with the business for operational support and project delivery.  Provides management of Contact Center operations across multiple environments: legacy, hybrid cloud and pure cloud.  This includes tracking of performance and capacity as well as making recommendations to improve stie health.  Oversee and coordinate Contact Center P1s and critical issues to ensure the Service Provider is restoring service as quickly and efficiently as possible.  Ensure Incident Management achieves the goal of fast and efficient restoration of services.  Receives and manages escalations and issues. Provides input to the Reliability Process within the Contact Center domain.  Responsible for Change Management performance including change quality and technical review / approval of changes for break fix situations.

 
 
 
 
 
30%

Utilize advanced analytics for continuous improvement and ensure best in class Contact Center performance through proactive and predictive monitoring and controls.  This includes management of the operational technologies, tools, metrics, and processes required to support the Contact Center domain.  Track performance and capacity to make recommendations.  Provide input for operational metrics and dashboards. Closely partner with engineering and deployment teams to ensure of feedback and input of regional specific requirements.  Participate in pilots, experiments, and provide input for design considerations.   

 
10%
 

Partner with other TS organizations to deliver end to end process excellence resulting in more robust infrastructure services.  This includes collaborating with IRSM and other vendors for risk management.  Operationalize technologies and processes.

 
10%

Fosters and maintains customer relationships to understand and respond to customer’s operational needs.  Coordinate site health assessments and manage remediation of network infrastructure opportunities.


Qualifications

Required Qualifications.

Required Minimum Education:  Bachelor’s Degree or equivalent experience                     

Required Years of Related Experience:    8-10 Years Related Experience    

Required Knowledge, Skills and Abilities:

 Proven experience managing premise-based Contact Center infrastructure and hybrid cloud solutions (with premise-based PBX integration) – IP Telephony and Contact Center operations required.

  • Technical knowledge and experience across multiple technologies, hybrid cloud, pure cloud and legacy environments (call handling, routing, work force management, CRM integration, e-mail management, telephony, call recording, IVR, speech analytics, and Chatbot). 
  • Excellent knowledge of the best available tools, software, applications and systems for attaining best-in-class Contact Center solutions across the enterprise
  • Demonstrated knowledge and experience in implementing strategic technologies and their processes, procedures and decision support
  • Excellent understanding of change management and testing requirements, techniques and tools  
  • Proven vendor management experience
  • Ability to create constructive relationships, influence, and communicate (to project team, IT management, and non-technical staff)
  • Exceptional analytical, conceptual, and problem-solving abilities
  • Excellent written and oral communication skills including the ability to communicate and present across all management and organizational levels.  Ability to present ideas in user-friendly language
  • Exceptional interpersonal and consultative skills
  • Demonstrated ability to build strong business and vendor/supplier relationships that ensure the successful delivery of IT services in a managed services environment
  • Proven vendor management experience
  • Excellent written and oral communication skills
  • Proven analytical, evaluative, and problem-solving abilities
  • Ability to effectively prioritize and execute in a high-pressure environment
  • Exceptional customer service orientation
  • Extensive experience working in a team-oriented, collaborative environment
 
 

Primary Location
India-Haryana-Gurgaon-
Organization
Johnson & Johnson Private Limited (8080)
Job Function
Info Technology
Requisition ID
1905715393W