Altice USA · 11 hours ago
Lead IT Business Operations
USA.TX.Plano-Granite Pkwy
Full-time
Onsite
Senior Level
5+ years expAltice USA, through its brand Optimum, is a leader in connectivity and is seeking a Lead IT Business Operations Strategy Lead to drive strategic initiatives for the Service Desk. This role focuses on modernizing and automating processes, technology platforms, and enhancing service readiness to support operational teams effectively.
Communications Infrastructure
Responsibilities
Serve as the primary lead for the rollout and adoption of PeopleReign Agentic AI, ensuring the Service Desk maximizes automation and AI-assisted triage
Partner with internal teams to identify automation opportunities and drive execution of high-impact improvements
Analyze ticket and contact trends to recommend targeted automation, workflow, and process enhancements
Lead efforts to modernize the IVR and contact routing platform to a Modern call-based solution
Partner with ServiceNow or future ITSM teams to redesign and optimize catalog items, templates, forms, and workflows
Develop documentation, standards, and design patterns to ensure consistent support workflows and knowledge management
Act as the liaison for Problem Management identifying trends, reviewing root causes, and driving follow-through with owners
Participate in STR (Service Transition Review) to ensure the Service Desk is prepared for new product deployments, tools, or changes in service scope
Engage in Change Management meetings to evaluate potential impacts on frontline support and communicate required readiness steps
Lead SOX/IAM compliance efforts related to access reviews, process documentation, and audit support
Partner closely with the Manager, Service Desk Operations to translate insights into actionable frontline changes
Identify gaps in processes, documentation, or tooling and collaborate with cross-functional partners to address them
Track outcomes of improvement initiatives, ensuring measurable value and operational benefit
Work with CCTO, Engineering, Product, Cloud, Identity Ops, and Client Ops to anticipate support impacts for upcoming releases
Ensure the Service Desk is not blindsided by new product launches, technology rollouts, or changes in systems
Build relationships across the business to strengthen communication channels and information flow
Qualification
Required
5+ years of experience in IT Service Desk, IT Operations, Problem Management, or similar ITSM function
Strong understanding of ITSM processes, ServiceNow, and Service Desk workflows
Demonstrated experience with automation, AI platforms, or process modernization initiatives
Excellent analytical and documentation skills, including the ability to translate data into actionable insights
Strong communication skills with the ability to lead initiatives without direct people management
Preferred
ITIL Foundation Certification
Experience with ServiceNow workflow design or optimization
Experience with IVR/contact center modernization
Knowledge of SOX/IAM compliance processes
Experience with AI/machine learning or automation tools (e.g., PeopleReign, chatbots, RPA)
Company
Altice USA
Thanks for visiting our page. Altice USA is now Optimum Communications, Inc. We are no longer operating under the Altice USA name.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$3BKey Investors
BC Partners
2025-11-25Post Ipo Debt· $2B
2025-07-17Post Ipo Debt· $1B
2017-06-23IPO
Leadership Team
Marc Sirota
EVP, Chief Financial Officer
Benjamin Smith
SVP, Chief Information Security Officer
Recent News
bloomberglaw.com
2025-12-06
2025-12-05
Company data provided by crunchbase