Manager - Unified Support (Energy Industry Vertical)

Manager - Unified Support (Energy Industry Vertical) IFS is a global enterprise software company with a strong focus on AI and cloud solutions. We empower our clients to deliver service excellence and drive sustainable impact across industries. Job Description The Manager – Unified Support leads a Canada‑based team within the Energy Industry Vertical. The role combines people management, operational oversight, and continuous improvement to ensure high‑quality support for our customers. Essential Duties and Accountabilities People management for the Clevest/MWM product team: Employee performance monitoring & appraisals Identifying and organising training/coaching programs (PDPs, PIPs, etc.) Implementing HR best practices per company and industry standards Conducting regular team meetings to communicate strategy and goals Team administration: managing overtime/shift allowance reporting, HR support, staff welfare events, regulatory compliance and ergonomics/IT facilities Maintaining a collaborative culture and addressing employee concerns proactively Co‑designing and implementing policies and organisational strategy with leadership Assisting headcount planning and recruitment; onboarding new hires Operational management of the Canada‑based team, ensuring service excellence: Ensure case/incident management, deployments, and service request fulfilment meet KPI/SLA/SLO standards Manage queue, case acknowledgement, updates, resolutions, escalations, and scheduling Support the problem‑management team and drive process improvement & documentation Educate the team on new or updated SOPs and allocate resources for escalations and critical customer issues Coach the team on prioritisation decisions and day‑to‑day operational shortfalls Technical Skills Microsoft Azure PaaS (App Services, SQL Database, Storage, Redis Cache, etc.) Oracle Database/Middleware, Web Servers, Proxies, Firewalls, Kubernetes Network architecture for Azure (vNets, NSGs, VPN, ExpressRoute, SSL/TLS, DNS) Security principles – encryption, authentication, authorization, integrity, auditing, pen‑testing applied in cloud environments Knowledge of the IFS product suite is considered an advantage Personal Abilities Deadline focused; manages time for self and team efficiently Works effectively in international, cross‑disciplinary teams Fluent reading of technical documentation in English Influences and guides others to achieve team goals Problem‑solving and adaptive to new information Steers cross‑functional teams remotely and on‑site toward shared goals while fostering morale Strong communication, interpersonal, organisational, and multitasking skills Team player with a can‑do attitude Experience Mandatory: At least 6 years in cloud computing services, enterprise IT service delivery, DevOps, or product support Minimum 2 years in a management or team leadership capacity Knowledge of cloud services or IT service‑management methodologies (e.g., ITIL, ISO 20000) Experience with modern ticket/service desk tools such as ServiceNow or Jira Service Desk Value‑Add: Experience in ITIL, ISO 20000, or similar service‑delivery frameworks Qualifications A university degree or equivalent in software / system engineering or IT operations ITIL qualifications are useful but not mandatory Vendor‑provided technical certification (CCNA, OCP, MCSA, etc.) is useful but not mandatory Additional Information Salary Range: $110‑$125 CAD per week, plus bonus Flexible paid time off (sick and holiday) Life insurance and disability benefits Tuition assistance Community involvement and volunteering events Location & Salary Burnaby, British Columbia, Canada – Base Salary $110‑$125 CAD per week plus bonus. Remote work possible with in‑office days as required. Seniority level Mid‑Senior level Employment type Full‑time Industries Software Development #J-18808-Ljbffr