Senior Applications Operations Leader

4 weeks ago


Mississauga, Ontario, Canada PointClickCare Full time
Senior Applications Operations Leader

PointClickCare is in search of an accomplished Senior Applications Operations Leader to guide our Application Operations Engineering division. In this pivotal role, you will be accountable for the upkeep and support of our enterprise systems, with a keen focus on boosting productivity, enhancing team efficiency, and elevating customer satisfaction.

Core Responsibilities:
  • Establish and refine incident and problem management protocols
  • Improve customer interactions through thorough root cause investigations
  • Oversee daily operations to address incidents and service requests
  • Guarantee prompt delivery and exceptional quality for client inquiries
  • Guide Salesforce and NetSuite developers and administrators
  • Supervise the technical design and architecture of solutions
  • Collaborate with the DevOps Manager to implement deployment strategies
  • Minimize technical liabilities and focus on scalable solutions
  • Instruct the team on error monitoring and proactive problem resolution
  • Remain informed about industry advancements and technologies
  • Lead, mentor, and cultivate a high-performing team
  • Organize training sessions and promote cross-training efforts
  • Set performance benchmarks and conduct regular evaluations
  • Emphasize talent growth and ongoing education
Essential Skills and Qualifications:
  • Bachelor's degree in a relevant discipline
  • A minimum of 10 years in IT operations management
  • ITIL V3 foundation certification
  • Experience with Salesforce Cloud, NetSuite, and automation tools
  • Familiarity with various applications and ticketing systems
  • Strong grasp of IT Service Management best practices
  • Exceptional analytical and problem-solving capabilities
  • Proven experience in delivering SaaS solutions at scale


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