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    Sr. Manager, Technology Operations Support Services - Vancouver, Canada - 360insights

    360insights
    360insights Vancouver, Canada

    4 days ago

    Default job background
    Full time
    Description

    Description

    Starting base salary US$108,500 – 128,500*

    CAD $111,500 - $131,500

    Plus Bonus, Equity & Benefits

    Pay transparency

    Our salary ranges are determined by role, level, and location. The range displayed on our job posting reflects the minimum and typical maximum target for new hire salaries for the position, it does not reflect the maximum salary for the role over time. Within the range, individual pay is determined by job-related skills and experience demonstrated during the interview process.

    What you will be doing:

    The Senior Manager, Technology Operations Support Services has proven leadership, analytical, and problem-solving skills and will manage our Tier I and Tier II support teams while improving our technology operations process specifically relating to how we support our internal and external users on all platforms. The successful candidate will have extensive experience in building, maintaining, and managing teams as well as industry technology operations practices.

    A bit more about the role:

  • Manage and supervise the day-to-day activities of the application support and tech services teams
  • Work closely with Incident Management teambuild proper incident management process and reporting
  • Report on team performance and health of the production environmentDetailed metrics to understand team capacity and developing trends
  • Develop procedures and processes to build and strengthen the technology operations practice at 360Insights
  • Act as a key escalation point for issues reported by our clients and act with appropriate urgency through those escalations
  • Build healthy relationships with business and technology team leadership to strengthen the technology operations escalation process
  • Review and audit technology operations process at regular intervals to find ways to mature and increase team efficiency
  • Plan and organize the migration of acquired companies into the standard practice of support operations at 360insights
  • Constantly improve team efficiency and adopt shift left mentality for all tiers in the support process
  • Lead high-level initiatives related to address gaps in the support operations process and efficiency
  • Develop team members toward career aspirations by coaching, mentoring, and working with them to create training plans suitable to their goals
  • Strategize and develop practice roadmap 1+ years

    • What you'll bring:

  • 6-9 years experience leading medium sized technical teams
  • Expertise in building relationships with peers outside immediate circle of influence to help drive overall teams success
  • Experience working closely with vendors and managing vendor relationships
  • Strong verbal and written communication skills
  • Attention to detail and takes pride in their accuracy
  • Customer service oriented and ability to follow issues to resolution.
  • Reliable and committed individual with the desire to learn new applications and technologies

    • Bonus Points:

  • Knowledge of ITIL best practices
  • ITIL certifications
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