As a Systems Administrator for Call Center Applications, you will be responsible for the day-to-day administration, maintenance, and tier 3 support of our suite of applications and solutions. You will ensure the stability, security, and performance of critical business applications, collaborating closely with other IT teams and stakeholders. This position requires strong technical skills, attention to detail, and the ability to troubleshoot and resolve complex technical issues in a timely manner.

Key Responsibilities:

1. Application Administration:
• Administer and maintain corporate applications, including installation, configuration, and ongoing updates and patches.
• Monitor application performance and availability, proactively identifying and resolving issues to minimize downtime and ensure optimal performance.
• Manage privileged user accounts, access permissions, and security settings for CCA, following established security policies and procedures.
• Execute day to day requests categorized as BAU activity
• Monitor system performance and troubleshoot issues to ensure optimal uptime and reliability
• Ensure systems are patched in accordance with internal policies while minimizing downtime
• Incident Management and Troubleshooting:
• Respond to Tier 3 and above incidents and service requests related to corporate applications, investigating and diagnosing technical issues to determine root causes.
• Collaborate with software vendors and internal teams to troubleshoot and resolve technical problems in a timely manner, escalating issues as needed to ensure resolution.
• Proactive and reactive tier 3, incident response ensuring a support coverage of 24 / 7 / 365
• Participate in the On-Call rotation
2. Backup and Recovery:
• Implement and manage backup and disaster recovery solutions for corporate applications, ensuring data integrity and availability in the event of system failures or disasters.
• Perform regular backups and tests of backup systems to verify data recoverability and compliance with organizational policies and procedures.
3. Documentation and Compliance:
• Maintain accurate documentation of application configurations, procedures, and troubleshooting steps, ensuring that documentation is up-to-date and accessible to relevant stakeholders.
• Ensure compliance with regulatory requirements, industry standards, and internal policies related to corporate applications and data security.
4. Change Management:
• Coordinate and implement changes to corporate applications, following established change management processes and procedures to minimize disruption and ensure smooth transitions.
• Communicate planned changes to stakeholders, providing appropriate documentation and support to facilitate a seamless transition.

Qualifications:

• Degree in Computer Science, Information Technology, or equivalent
• 4+ years experience in system administration of Call Center, CRM, ERP or similar enterprise applications with 200+ concurrent users spanning global sites
• Proven experience in technical solutions engineering, software development, or systems integration, with a focus on call centers. Experience with Zendesk is an asset.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.