IT Manager - Digital & Customer Success Applications
Veritas
Total years of experience :20 years, 1 Months
Led a team of IT professionals responsible for developing, implementing, and maintaining digital and customer support applications.
Spearheaded the design and development of digital platforms, including websites, mobile apps, and self-service portals, to enhance customer engagement and streamline support processes.
Collaborated with cross-functional teams to gather requirements, define project scope, and prioritize feature development based on business needs and customer feedback.
Implemented agile methodologies to drive continuous improvement and deliver projects on time and within budget.
Oversaw the deployment and integration of customer support applications, such as contact center systems, helpdesk systems, knowledge bases, and chatbots, to improve service efficiency and responsiveness.
Managed vendor relationships, negotiated contracts, and evaluated new technologies to ensure alignment with business objectives and technical requirements.
Developed and implemented IT policies, procedures, and best practices to ensure security, compliance, and data privacy across digital and customer support applications.
Monitored application performance, analyzed metrics, and implemented optimization strategies to enhance reliability, scalability, and user experience.
Provided leadership, mentorship, and training to IT team members to foster a culture of innovation, collaboration, and continuous learning.
Led a team of web developers, designers, and content creators to deliver high-quality web solutions on time and within budget.
Developed and implemented strategies to improve website performance, user experience, and search engine optimization (SEO).
Managed the full lifecycle of web projects, from requirements gathering and planning to development, testing, and deployment.
Collaborated with stakeholders to define project scope, objectives, and success criteria.
Implemented best practices for web development, including version control, coding standards, and documentation.
Conducted regular code reviews and provided technical guidance and mentoring to team members.
Evaluated emerging technologies and tools to enhance the company's web presence and competitive advantage.
Monitored website analytics and KPIs to track performance and identify areas for improvement.
Worked closely with IT infrastructure and security teams to ensure the reliability, scalability, and security of web systems.
Managed a portfolio of web development projects, including website redesigns, e-commerce platforms, and custom web applications, from initiation to closure.
Developed project plans, schedules, and budgets, and ensured timely delivery within scope and budget constraints.
Led cross-functional project teams, including developers, designers, QA analysts, and stakeholders, to ensure alignment with project goals and objectives.
Implemented project management methodologies, such as Agile or Scrum, to streamline development processes and improve team efficiency.
Acted as the primary point of contact for clients, providing regular updates on project status, managing expectations, and addressing any issues or concerns.
Conducted risk assessments and implemented mitigation strategies to minimize project risks and ensure successful delivery.
Facilitated regular project meetings, including sprint planning, daily stand-ups, and retrospectives, to track progress and address any roadblocks.
Collaborated with sales and business development teams to identify new project opportunities and develop proposals and statements of work (SOWs).
Implemented quality assurance processes and conducted thorough testing to ensure the reliability, performance, and security of web applications.