Job Summary Contact Center Service Manager – responsible for independently implementing complex end‑user or enterprise infrastructure, applications, or services, and for analyzing business requirements to configure third‑party software and implement infrastructure solutions. The role leads IT technical teams, collaborates within the IT function, participates in architecture reviews to ensure compliance with standards, and manages high‑risk, critical infrastructure or software platforms. It also identifies potential escalations, contributes to system optimization, and mentors lower‑level employees. Responsibilities Devises team‑oriented solutions for intricate problems and independently implements complex infrastructure, applications, or services. Analyzes business requirements, configures third‑party software, implements infrastructure solutions, creates comprehensive documentation, conducts testing, and maintains applications, infrastructure, and information systems. Collaborates within the IT function, secures necessary resources, and contributes to the achievement of objectives and strategies. Participates in architecture reviews to ensure solutions adhere to standards and utilize approved technologies. Serves as a member of IT technical teams and often assumes a leadership role within a team of application or sub‑domain support engineers. Leverages extensive knowledge of technology and industry trends to oversee and manage high‑risk, critical infrastructure or software platforms. Identifies potential escalations and proactively communicates them to management, leading escalation up to Level3. Identifies opportunities for functional and technical design enhancements and system architecture improvements. Applies advanced subject‑matter knowledge, leads complex projects, and exercises independent judgment in resolving business issues and establishing policies. Builds productive internal and external working relationships and provides mentoring and guidance to lower‑level employees. Education & Experience Four‑year or graduate degree in Information Systems, Computer Science, or a related discipline, or equivalent work experience and demonstrated competence. Typically 7‑10years of experience, preferably in project management, production support of IT services, or a related field. Preferred Certifications ITIL Certifications Knowledge & Skills Active Directory Agile Methodology Amazon Web Services Ansible Automation Computer Science DevOps IT Infrastructure Kubernetes Linux Microsoft Azure Operating Systems Python (Programming Language) Scripting SQL (Programming Language) System Administration Systems Engineering Virtualization Windows PowerShell Windows Servers Cross‑Org Skills Effective Communication Results Orientation Learning Agility Digital Fluency Customer Centricity Impact & Scope L‑Shaped role that impacts the function, leads and/or provides expertise to functional project teams, and may participate in cross‑functional initiatives. Complexity Manages complex problems that require an in‑depth evaluation of multiple factors. Disclaimer This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management. Equal Opportunity Employer (EEO) HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation, or any other characteristic protected by applicable national, federal, state, and local law(s). HP is committed to ensuring a harassment‑free workplace for employees. Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily and will be kept in strict confidence. #J-18808-Ljbffr