Team Lead, Service and Support Centre

2 weeks ago

Ottawa, Ontario, Canada Payments Canada Full time

Payments Canada allows employees to work in an environment that best promotes their health and productivity, while providing quality in-person events and office experience.

We aim to hire locally within the greater Ottawa and Toronto regions.

| Get to Know Us

We are a unique organization at the center of the payments ecosystem and Canadian economy. We are responsible for balancing and leading in an environment of multiple interests, ideas and challenges.

We successfully navigate these challenges by adhering to a set of values that in themselves are tensions:
Think Big + Act Responsibly, Be Ambitious + Raise the Team, Keep Momentum + Be Rigorous.


In 2021, we cleared and settled more than 8 billion transactions, totaling $135 trillion, or $539 billion each business day.

| Our Culture

We are a collaborative, diverse and passionate group of individuals. We support
one another, make impactful contributions to the organization, and develop and nurture meaningful connections across our ecosystem
Come and join us - Where payments meet purpose

| About the Role

Reporting to the Manager, Service & Support Centre, the Team Lead, Support and Service Centre is responsible for overseeing and providing sound advice and solutions for all Support & Service Centre services, which includes:

  • Delivering expertise in automation, technical support, operational readiness, process design and improvement, technical enhancement and maintenance, quality assurance, incident and problem escalation management, customer service and support, and related project management and advisory services.
  • Providing daily coaching, guidance and support to all Support and Service Centre team members, including preparing and implementing the shift schedule.
  • Occasional participation in a shift rotation program and providing contingency services as needed.
  • Acting as Incident Manager for all "escalated" incidents on a rotational basis.
| What You'll Do

Responsibilities of the role include:

  • Assist the work of project teams composed of internal technical staff and consultants. Assign priorities, tasks, and activities. Monitor and report on progress and provide technical expertise and solutions.
  • Assist the Manager, Support and Service Centre in project management functions by providing effort estimates and assisting in developing project schedules, plans, and recommendations.
  • Participate in operational readiness activities. The incumbent must be aware of projects and initiatives in other IT groups to aid in determining their impact on changes, purchases, new processes, etc., and to recommend appropriate solutions for implementation to ensure service delivery can support these projects and initiatives and to ensure that impact on clients is minimized.
  • Provide technical leadership to the Support and Service Centre team. This includes daytoday management of responsibilities, planning, quality assurance, and contributing to the performance management process.
  • Assist in the ITIL function for the Support and Service Centre, which includes: incident, problem and escalation management; executing process and performing quality assurance; implementing changes and improvements; leading auditing and monitoring activities; leading trending and analysis activities; and providing related expertise to team members.
  • Lead and perform advanced technical activities and customer services, which includes: acting as a first point of contact and customer relationship liaison; providing firstlevel technical support to the enduser community; managing and following up on customer problems (i.e. financial institutions); providing technical solutions to Analysts and clients; monitoring systems cycle state, batch production control; developing reports; leading system verification; and fault tolerance activities. Ensure that incidents are handled in a timely manner and appropriate escalation is followed.
  • As the first point of contact, lead client relationships and provide sound technical support and services to Payments Canada clients. Ensure client needs are identified, analyzed, and addressed in a timely manner to the satisfaction of Payments Canada senior management and the client.
  • Maintain relationships with external clients, service providers, and vendors to identify new technical solutions to improve ongoing maintenance and support of Payment Canada's Support & Service Centre.
| Minimum Qualifications

  • Postsecondary degree or diploma in computer science or other field related to information systems and technology, or equivalent related work experience with formal postsecondary education
  • Minimum of 3 years' experience in a similar role
  • Experience in supervising a technical team
  • Participation in oncall support along with periodic overtime will be required
  • Bilingual (English and French)
  • Government of Canada Level II Secret Clearance or eligibility to obtain
  • Asset Qualifications:
  • ITIL and specific product certifica

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