- Acting as senior agent representing all operational activities.
- Mentoring and providingoversight, coaching, and training to technical support staff.
- Guiding team members with troubleshooting technical issues.
- Supporting the specialists to manage, monitor, and tune overall service performance, stability, and security.
- Contributing to all operational activities as needed.
- Oversight and support of all related service supplier and/or manufacturer activities.
- Be the point of contact when it comes to technical escalations.
- On-board new technical support team members.
- Monitor service performance and report on metrics.
- Establish work specifications and technical direction.
- Actively work with the Build and Service Excellence teams to stay informed on service improvement opportunities, regulations, trends, emerging technologies, and best practices.
- Participate in a follow the sun model to ensure global support.
- Participate and collaborate in implementing redundant systems, policies, and procedures for business continuity.
- Participate and collaborate in implementing new requirements and/or new services.
- Participate and coordinate the work associated to preventive maintenance.
- Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times. Qualifications
- Bachelor's degree in information technology, Computer Science, Engineering, or related field. Master's degree an asset.
- At least 8+ years relevant and practical experience in a Cloud operations role and technical leadership.
- Advanced in-depth and broad knowledge of Cloud services and infrastructure.
- Vendor certifications not a requirement, proven practical experience preferred.
- Experience working in large/global enterprise IT with multiple distributed branch/campus sites.
- Experience of working within ITIL aligned Service Management organisation.
- Excellent written and spoken English is required.
- Competency in French or Spanish is an asset.
- Excellent interpersonal and communication skills, able to interact with all layers of management, across Hub and workstream boundaries.
- Able to serve as a strategic advisor and contribute to overall IT service performance.
- Can translate complex business and technical needs into objectives and deliverables.
- Ability to work independently across multiple areas with general business direction, as needed.
- Strong ability to lead, coach, and mentor employees at all levels.
- Strong organizational and project management skills, with excellent documentation abilities.
- Excellent analytical and diagnostic problem-solving skills with the ability of providing solutions to highly complex problems.
- Demonstrated experience in understanding and demonstrating compliance with information security requirements.
- Knowledge and experience in performing information security practices in the management and delivery of infrastructure and operations.
Cloud Operations Technical Lead Americas - Montreal, Canada - WSP
Description
Description
WSP is a global leader in engineering and professional services. We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide. WSPs vast global network is today comprised of over 1,000 offices, 29 data centres, 1,300 data circuits, and used by over 65,000 users.
POSITION SUMMARY
To ensure the efficient operation of WSPs internal Cloud services in the AMERICAS Hub, we are seeking a talented andexperienced OperationsTechnical Lead.This role will be part of the IT Operations team and report to theIT Infrastructure Operations Manager in the designated Hub.The overall team is dedicated to support IT infrastructure operations which includes network, compute, cloud, and workplace systems and services. You will manage and maintainall aspects of Cloud operations with a primary focus on the services within the designated Hub.
MAIN RESPONSIBILITIES
Related to Cloud services and infrastructure:
ACADEMIC AND EXPERIENCE REQUIREMENTS
The ideal candidate would meet all, or most of the below criteria:
SKILLS/ COMPETENCIES/ OTHER REQUIREMENTS