Manager, Information Systems
1 week ago
**Senior Support Manager**
- **This job posting is for Sryas Inc., Ducen’s holding company based in Canada.**_
We look for fun, intelligent, team players who believe in our values: customer focus, transparency, diligence, optimism, and agility to join our team.
Individual will work at a Bell Canada campus as a full-time employee of Sryas Inc. (development partner for Bell Canada).
**Roles and Responsibilities**:
- Flexible to support and manage 24/7 production support team
- Arrange, assign, adjust and monitor shifts to have apt coverage
- Design, implement and manage production support function processes
- Ensure support service levels are maintained
- Build strong working relationships with technology team & neighbouring systems (both offshore and onshore)
- Handling support escalations & derive action plans for addressing the same
- Provide leadership and work with cross-functional teams with respect to Incident, Change, Release & Problem Management processes, QA and Support (including normalization)
- Chairing Incident Management Tele-Conference Bridges for Critical & High impacted incidents
- Communicates periodic Incident Notification to required stakeholders with the Incident Progress till Closure
- Ensuring RCAs done for Critical & High impacted incidents
- Present innovative ideas and suggestions for the enhancement and improvement of the business
- Ensure KPI levels are met
- Report promptly to management and business partners regarding critical outages until resolution
- Oversee production support team and mentor consistently
- Participate Monthly / Quarterly review meets and present production support performance and achievements
- Collaborate with management to improve and customize reports
- Provide timely updates to the affected traders, technology managers and customers
**Qualifications**:
- Minimum 16 years of experience in ITIL - Incident / Change / Problem Management Process and Production support function
- Minimum 10 years of people management - Managing team across onshore / offshore model
- Preferably MDM support experience, if not, Data related platforms with data access layer
- Good exposure in managing production incidents & customer facing skills
- Basic Unix Skills and some Java experience (IBM stack preferable)
- Good exposure in any of the Operating Systems: RHEL Linux, UNIX (HP-UX, Sun OS, AIX)
- Familiarity with any of the Data Base: Oracle (PL/SQL), MSSQL
- Business analysis with experience in IBM MDM and with governance considerations
- Experience in handling complex environments
- Experience in Project operations / Application support in following the sun shift models
- ITIL Certification (Foundation, Service Operation / Service Transition Desirable)
Sryas/Ducen offers the dynamics and excitement of working in a startup environment, a leading Center of Excellence with top-of-the-line technology and innovation.
Sryas/Ducen is committed to providing a barrier-free environment for all job applicants and employees in Canada. Please advise us of any special accommodation needs during the recruitment process.
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
**Job Types**: Full-time, Permanent
**Salary**: $105,000.00 per year
**Benefits**:
- Casual dress
- Company events
- Dental care
- Extended health care
- Paid time off
- Vision care
Schedule:
- 8 hour shift
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