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Senior Applications Operations Leader

2 months ago

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

PointClickCare is on the lookout for an accomplished Senior Applications Operations Leader to guide our Application Operations Engineering division. This role is pivotal in maintaining and supporting our enterprise systems, with a strong emphasis on boosting productivity, enhancing team performance, and elevating customer satisfaction.

Key Responsibilities:
  • Establish and refine incident and problem management protocols
  • Improve customer satisfaction through thorough root cause investigations
  • Manage daily operations to address incidents and service requests
  • Guarantee prompt delivery and exceptional quality for client requests
  • Provide mentorship to 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 debt while prioritizing scalable solutions
  • Guide the team on error monitoring and proactive problem resolution
  • Keep abreast of industry advancements and technologies
  • Lead, mentor, and cultivate a high-performing team
  • Organize training sessions and promote cross-training initiatives
  • Set performance benchmarks and conduct regular evaluations
  • Focus on talent development and ongoing learning opportunities
Required Skills and Experience:
  • 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