IT Ops Manager - Toronto, Canada - Xerox

Xerox

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

City:
Toronto

State/Province:
Ontario

Country:
Canada

Department:
Design & Development Engineering

Date:
Thursday, March 16, 2023

Working time:
Full-time

Ref#:

Job Level:
Manager

Job Type:
Experienced

Job Field:
Design & Development Engineering

Seniority Level:
Mid-Senior Level

Description & Requirements:

About Xerox Holdings CorporationKEY DUTIES & RESPONSIBILITIES**- Accountable for Managing the L2/L3 Support having the scope for 24 Hours monitoring, SLA.

Incident and problem management.
Manage our daily Incident response and resolution time.
Manage monthly service reviews, KPIs, reports.
Technology and Process: Be able to support a wide range of technical platforms, approaches and processes in the within Document management, digitization and B2B/B2C solutions:
Root cause analysis
Provide ISMS ongoing support for Security Compliance
Work with Transformation manager related to client support onboarding
Act as the liaison between business operations managers and other part of the technology teams.
Manage 3rd party suppliers
RFP Response
Support Sales, Solutions Architecture, Service delivery
Conduct Weekly L2/L3 Support Team meeting.
Manage and conduct employee performance reviews.
Hands on technical troubleshooting

KNOWLEDGE & SKILLS

General

People Leadership: You know how to work with and lead a team of software engineers. You have demonstrated mentorship skills and set a technical vision to challenge your team in a way that empowers them to have incredible impact. You empower teams, who in turn build intricate systems that deliver great outcomes.
Driver of Outcomes: You are intentional in your path, establishing a vision or hypothesis, setting a direction, and guiding your team through execution. You use data to inform pivots or to validate assumptions, and partner with the Product and Client Solution Development teams to set a roadmap, establish goals and forecasts to achieve both technical and business outcomes.
Organizational Coordinator: You are the first point of contact for your team and your services. You foster a collaborative approach to delivery and leverage those relationships to unblock dependencies. You are a strong communicator and collaborator, responsive when issues arise, and celebrate successes by representing your team's achievements to the rest of the organization.
Able to communicate and present proposals to senior leadership teams.
Be able to raise applicable, relevant technical and process questions on situations that do not have any indicators for direct answers. We need a person with capability to raise questions that could resultin process improvement.
Demonstrated ability to work under pressure; manage client expectations well and be able to work on several projects simultaneously.
Be able to drive internal and or client meetings.
Able to create and present solutions.
Able to work independently and have mentoring / leading skills.
Able to learn new technology and solution methodology efficiently.

Technical Knowledge and Skills

Computer science university Degree or equivalent experience.
Indepth Hands on experience with Imaging and workflow technology, ECM. helpdesk, incident, problem management, root cause analysis within Imaging and workflow solutions (Digital Asset and Digital Vault, MCP, PWM, KCP, ETL)
Working knowledge of some of the following security such as PIPEDA, ISO27001, PCI, SOC and related mitigating security controls would be an asset.
Working Knowledge with middlewarebased cloud integration technology.
Windows, Active Directory, ADFS, SSO, Linux
Project Management and Business analysis background.
Azure / AWS Cloud
SQL, Mongo DB
Python, C#,.Net, J2EE
IIS, JBOSS, WebLogic, TOMCAT

Architecture Framework knowledge