IT Project/operations Manager - Vancouver, Canada - Compest Solutions Inc

Compest Solutions Inc
Compest Solutions Inc
Verified Company
Vancouver, Canada

1 week ago

Sophia Lee

Posted by:

Sophia Lee

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Description

Job title:
IT Project/Operations Manager ( ITSM/ITIL Manager) _Request-ID:22759-1

Retail domain (athletic apparel retailer
)

Location:
Vancouver onsite

Max Rate CAD$65/hr. on T4
Experience 12Yrs


Required Skills , IT Service Management


Shift Rotational: 9AM-7PM, 5PM-3AM PDT


Job summary
Job summary

Conflict Resolution, Customer Expectation Mgmt., IT Service Management, Knowledge of Quality Models, Organization Tools Knowledge, Personal & Team Leadership, Problem Solving & Decision Mkg, Program Management

Roles & Responsibilities
Job description for IM


  • Overseeing the
    incident management process and team members involved in resolving the incident.
2
. End-to-end ownership & responsibility of day-to-day Critical/Normal Incident Management support.

  • Qualify and manage critical incidents for customers from start till its resolution along with required communication, management of conference bridges (both business & technical) etc. while working with multiple teams and in consideration with applied SLAs
  • Liaise with appropriate stakeholders to
    resolve issues related to IT Infrastructure and Application
5.
Handle Client escalation/s related to Incident (IM) and Major Incident Management (MIM) and processes and procedures.

  • Prepare critical incident report post resolution & raise problem tickets for Major incidents and support problem management team as required.
  • Create, track and review various
    IM reports including Ageing analysis, ticket hoping analysis, Neglected incident, various management reports etc.
  • Preparing and managing the Weekly/Monthly reports and meeting customer expectations with respect to reporting/Governance.
  • Share feedback from clients to other relevant delivery teams/ stakeholders related to IM, MIM processes/ changes.
  • Work closely with other ITIL process Team Leads for improvement in services provided I.e.
    Change management, Problem Management, etc.

11. Well versed in ITSM/ITIL processes.

  • Gathering of key contacts and understanding/managing of escalation matrix.
  • Ability to address aging, reopened, pending Incidents.
1
4. Prepare/update training material & conduct operational training/refreshers whenever required

  • Implementing and finding Best Practices in the current model. Publishing and educating the team to follow the Best Practices.
  • Participate or lead required reviews, discussions related to incident management support

17. Regularly assess & identify gaps in current process and suggest improvements

  • Utilize implemented KPIs/SLAs for regula

Regards,

Compest Solutions Inc

D:


Job Type:
Fixed term contract

Contract length: 12 months


Salary:
$60.00-$65.00 per hour


Schedule:

  • 8 hour shift

Experience:


  • IT Project/Operations Manager (ITSM, ITIL): 10 years (preferred)
  • Incident management: 10 years (preferred)
  • IT Infrastructure and Application: 10 years (preferred)
  • Change management: 10 years (preferred)
Problem Management: 10 years (preferred)

  • IT Service Management,Knowledge of
Quality Models: 10 years (preferred)

  • Incident (IM) and Major Incident Management (MIM): 10 years (preferred)

Licence/Certification:

  • ITSM Certification (preferred)
  • ITIL Certification (preferred)

Work Location:
On the road
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