Application/technical Support Lead

2 weeks ago

Toronto, Canada Bond Brand Loyalty Full time

At Bond we design creative and innovative solutions for our clients, all with the goal of helping them build ever-stronger loyalty to their brands. That can take us in some amazing directions, and as an Application Support Lead, you’ll have your hands on the wheel as we drive the future of loyalty.

So take a moment to ask yourself this: Do you love solving complex problems? Are you looking for an opportunity to utilize your investigative and problem-solving skills in a fast-paced environment? Yes? Good. This could be a great opportunity for you. And us

**Do these statements describe you?**

**Certifications**:

- ITIL Foundations (Certification)
- Azure Certified (Asset)

**Experience Required**:

- A minimum of 5-7 years of experience leading a team of cloud support engineers and specialists
- A minimum of 5-7 years of experience diagnosing, isolating, and debugging in Microsoft Azure including working knowledge of KQL (Kusto Query Language)
- Minimum Two (2) Years' experience as a people manager.

**Technical Skills Needed**:

- A background in software development processes and lifecycle management.
- Experience supporting ETL processes to manage and transform data via flat batch files, XML files, and SSIS packages.
- Ability to change gears and jump on the next priority item.
- Ability to develop Azure Log Analytics queries, debug problems through Application Insights, and troubleshoot system failures.
- Proven ability and success in managing multiple activities of varying complexity while under tight time constraints.
- Post-secondary education in Computer Science/Engineering or equivalent

**A typical day in this role might include**:

- Provide technical leadership to a team of 5 Specialists and Engineers
- Assigning workloads and rescheduling non-urgent tasks to provide guidance to incident team members.
- Exercising your proficient communication skills by facilitating operational tasks for internal/external stakeholders
- Supervising the incident management process and the team members involved in resolving incidents.
- Establishing a connection between incident management and problem management.
- Prioritizing incidents based on their urgency and impact on the business.
- Generating documentation outlining incident protocols, such as handling cybersecurity threats or resolving server failures.
- Collaborating with the incident management team to ensure adherence to protocols.
- Recording all incidents and their resolutions to identify recurring malfunctions.
- Modifying the incident management process as necessary for improved effectiveness.
- Perform root cause analysis and document all existing and potential problems and outages associated with corrective actions.
- Ensure that all problems/incidents are logged into the Ticket Management System and managed.
- Participate in planning meetings to execute proactive system upgrades and new technology implementations.
- Reporting significant IT system issues to upper management and the client
- Collaborating with Digital Development, Infrastructure, Client Services, and other teams as a unified team.
- Adhering to internal technical standards and policies for enhanced quality and security.
- Participating in on-call duties as per a rotational schedule.
- Identify opportunities to automate routine processes.

**This role will require after-hours and weekend work on rotation.**

Why join Bond?

Bond is proudly recognized as a Great Place to Work and Best Managed Company. We’re 800(ish) people working tirelessly together to make the world a more loyal place. You’ll be joining a hyper-talented team with a galaxy of skill sets ranging from research to creative to digital and beyond. You’ll have an excellent opportunity to grow, learn and make an impact as we tackle some of our client’s biggest business challenges.

Hybrid at Bond means working where we’re at our best. We don’t have set days in the office, giving our staff the option to work from home, or our offices in Mississauga or Toronto. When we come together, it’s to create bonds with one another; from client & team meetings to all gatherings to celebrate our success.

Please connect with our People & Values team should you require any accommodation.

Hybrid

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Azure: 5 years (required)
- Leading teams of cloud support teams: 5 years (required)

Work Location: In person

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