IT Project/operations Manager

2 months ago

Vancouver, Canada Compest Solutions Inc Full time

**Job title: IT Project/Operations Manager ( ITSM/ITIL Manager) _Request-ID:22759-1**

**Retail domain (**athletic apparel retailer **)**

**Location: Vancouver onsite**

**Max Rate CAD$65/hr. on T4**

Experience 12Yrs

**Required Skills **, IT Service Management

**Shift Rotational**: 9AM-7PM, 5PM-3AM PDT

**Job summary** **Job summary**

**Conflict Resolution, Customer Expectation Mgmt., IT Service Management, Knowledge of Quality Models, Organization Tools Knowledge, Personal & Team Leadership, Problem Solving & Decision Mkg, Program Management**

**Roles & Responsibilities**

Job description for IM

1. Overseeing the **incident management process and team members involved in resolving the incident.**

2**. End-to-end ownership & responsibility of day-to-day Critical/Normal Incident Management support.**

3. Qualify and manage critical incidents for customers from start till its resolution along with required communication, management of conference bridges (both business & technical) etc. while working with multiple teams and in consideration with applied SLAs

4. Liaise with appropriate stakeholders to **resolve issues related to IT Infrastructure and Application**

5. **Handle Client escalation/s related to Incident (IM) and Major Incident Management (MIM) and processes and procedures.**

6. Prepare critical incident report post resolution & raise problem tickets for Major incidents and support problem management team as required.

7. Create, track and review various **IM reports including Ageing analysis, ticket hoping analysis, Neglected incident, various management reports etc.**

8. Preparing and managing the Weekly/Monthly reports and meeting customer expectations with respect to reporting/Governance.

9. Share feedback from clients to other relevant delivery teams/ stakeholders related to IM, MIM processes/ changes.

10. Work closely with other ITIL process Team Leads for improvement in services provided I.e. **Change management, Problem Management, et**c.

**11. Well versed in ITSM/ITIL processes.**

12. Gathering of key contacts and understanding/managing of escalation matrix.

13. Ability to address aging, reopened, pending Incidents.

1**4. Prepare/update training material & conduct operational training/refreshers whenever required**

15. Implementing and finding Best Practices in the current model. Publishing and educating the team to follow the Best Practices.

16. Participate or lead required reviews, discussions related to incident management support

**17. Regularly assess & identify gaps in current process and suggest improvements**

18. Utilize implemented KPIs/SLAs for regula

**Regards,**
**Compest Solutions Inc**
**D: 647-660-7562**

**Job Type**: Fixed term contract
Contract length: 12 months

**Salary**: $60.00-$65.00 per hour

Schedule:

- 8 hour shift

**Experience**:

- IT Project/Operations Manager (ITSM, ITIL): 10 years (preferred)
- Incident management: 10 years (preferred)
- IT Infrastructure and Application: 10 years (preferred)
- Change management: 10 years (preferred)
- Problem Management: 10 years (preferred)
- IT Service Management,Knowledge of Quality Models: 10 years (preferred)
- Incident (IM) and Major Incident Management (MIM): 10 years (preferred)

Licence/Certification:

- ITSM Certification (preferred)
- ITIL Certification (preferred)

Work Location: On the road

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