Web.com

The position will play a crucial role in guiding and facilitating a cross-functional team of Cebu based IT resources having matrix reporting relationships to US and APAC leaders. The IT disciplines will include contact center technologies , business applications, windows desktop and tooling, network operations, infrastructure and more. The goal is to streamline communications, triage agent and infrastructure issues.

Who we are.

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.

What you’ll do & how you’ll make your mark. 

• The position will play a crucial role in guiding and managing a cross-functional IT team with representation from multiple IT disciplines including contact center, CRM applications, desktop, network operations and more ensuring the efficient delivery of support services. 
• This position involves troubleshooting issues, overseeing technical initiates, interacting with onsite and remote agents and management.
• The candidate will collaborate with other departments to align IT strategies with overarching business goals, fostering seamless integration and optimal performance across the organization. 
• Oversee daily activities, including ticket management and strategic projects, ensuring smooth operations. 
• Facilitate seamless communication and collaboration between IT teams in the APAC region and the United States, streamlining processes and enhancing efficiency. 
• Maintains all appropriate documentation.
• Consistently communicate status to manager, teammates and stakeholders. 

Who you are & what you’ll need to succeed. 

• Bachelor's degree in computer science or related engineering field of study. 
• 2+ years of experience as a IT Team Leader or Manager to succeed in this role. 
• 4+ years of IT experience with exposure to various facets of IT, including end-user support, applications, security, networks, remote environments, and access management. 
• 1+ year of managerial or project leadership experience. 
• Experience in cloud-based application, windows desktop and business tools and application stacks. 
• Ability to think creatively and anticipate challenges without requiring additional supervision. 
• Ability to trouble shoot issues, isolate condition and impacting factors, and gather information via browser har logs and other traffic capturing trace software.
• Excellent verbal and written communication skills, suitable for both technical and non-technical audiences within IT and business operations. 
• Organized and detail-oriented. 
• Excellent communication skills. 
• Ability to multitask effectively. 
• Adept at team and relationship building with direct reports, peers, stakeholders and external partners. 
• Exposure to contact center agent operations. 
• Exposure to Genesys Cloud, Pega, Salesforce and Microsoft 365. 
• Agile professional who excels in a fast-paced environment and thrives on continuously pivoting strategies to drive business needs forward. 

Why you’ll love us.

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
• We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.
• We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 175k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!
• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.