Digital Operations Director

3 weeks ago

Toronto, Ontario, Canada Bond Brand Loyalty Full time

Bond Brand Loyalty is proud to be a leader in the loyalty and rewards industry. Our company culture values innovation, collaboration, and customer satisfaction.

We are seeking an experienced IT Operations Manager to join our dynamic team. The ideal candidate will have strong technical skills, excellent leadership abilities, and a passion for delivering high-quality service.

Key Responsibilities:

  • Lead and manage the day-to-day operations of the cloud application support team, ensuring continuous availability and performance.
  • Coordinate people involved in the BAU operations program management process, ensuring process alignment and efficient resolution.
  • Prioritize incidents according to their urgency and impact on the business.
  • Build, mentor, and lead a high-performing team of cloud operations professionals, fostering a culture of collaboration, innovation, and excellence.
  • Manage business as usual (BAU) requests and incidents, ensuring first call resolution and effective ticket hygiene and closure.
  • Perform BAU ticket triage, provide incident support and ad hoc audit support, and identify opportunities to automate processes.
  • Support reported service incidents, ensuring that all resolutions are tracked and communicated through to resolution including incident reports and RCA.
  • Provide digital support, issue resolution, and guidance on existing client solutions.
  • Contribute to Bond's Digital Strategy by maintaining current knowledge of leading-edge digital solutions and recommending development opportunities.
  • Prepare documentation aligned with the process framework and best practices to build a knowledge base.

Requirements:

  • Experience in handling incident situations with exposure to all basic ITIL processes.
  • Advanced knowledge of current digital technologies and applications hosted on Azure cloud and Databricks
  • Supervisory or team lead experience in a technical support field.
  • Knowledge of risk management, configuration management, and some exposure to infrastructure basics is a plus.
  • Strong project management and team leadership skills.
  • Solid grasp of ITIL process and ITIL certification (at least ITIL Foundation).
  • Strong written and verbal communications skills.
  • Comfort in working within an agency environment.
  • A Computer Science Degree or related field.
  • Self-direction with the ability to function in a deadline-driven environment with minimal supervision.
  • 3+ years' experience managing people in a related field and working in Agile project management frameworks.
  • Ability to work after hours in a 24/7 support environment.

Estimated Salary: $120,000 - $150,000 per year

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