Senior Manager, Application Operations

4 weeks ago

Mississauga, Ontario, Canada PointClickCare Full time
Job Title: Sr Manager, Applications Operations

Job Summary:

The Sr. Manager, Application Operations Engineering will lead a high-performing Operations Engineering team responsible for maintaining and supporting enterprise-level systems. This role will oversee day-to-day activities, streamline workflows, and implement efficient systems to enhance productivity, team performance, and customer satisfaction.

Key Responsibilities:
  • Develop and implement incident/problem management processes
  • Improve customer experience through root cause analysis, customer impact, remediation plans, and lessons learned on major incidents
  • Drive results by leading and guiding team activities to triage and resolve incidents, enhancements, and project requests
  • Guarantee prompt delivery and quality for customer requests through lead time, SLAs, and customer satisfaction scores
  • Develop and improve after-hours support processes and provide technical guidance and mentorship to developers and administrators
  • Lead technical design and architecture of Salesforce/NetSuite solutions, ensuring alignment with business objectives, scalability, and best practices
  • Develop and implement environment/deployment strategy with rollbacks in partnership with DevOps Manager
  • Co-lead reduction of technical debt by coaching the team to prioritize holistic solutions over customizations
  • Introduce and coach the team on error monitoring and proactive monitoring processes
  • Ensure systems and packages are up to date with the latest versions and operational
  • Develop and implement business continuity planning for critical systems
  • Stay abreast of industry trends and emerging technologies to make informed recommendations for process and systems improvements
  • Hire, build, lead, and mentor a high-performing hybrid team of Application Operations Engineers
  • Collaborate with cross-functional leaders and coordinate training sessions, foster cross-training initiatives, and encourage knowledge sharing
  • Set performance expectations, goals, manage, mentor, and coach the team to maintain high team performance
Requirements:
  • Bachelor's degree in business, operations management, computer science, engineering, or related field
  • Minimum 10 years of experience with at least 5 years in a senior operations management role leading a highly effective operations team in the IT industry
  • ITIL V3 foundation certification, related certifications
  • Experience and certification in Salesforce Cloud and integrations, and NetSuite
  • Familiar with scripting and other automation applications
  • Knowledge and experience of the following applications: Salesforce CPQ, Sales Cloud, Experience Cloud, Revenue Cloud, Marketo, Hubspot, Zuora, Gainsight, Kantata (Kimble), NetSuite, Boomi, Conga, etc.
  • Experience using a ticketing system like ServiceNow, ZenDesk, or JIRA Service Desk
  • Strong understanding of, and experience with, IT Service Management best practices including Incident Management, Problem Management, and Change Management
  • Excellent analytical, problem-solving abilities, and root cause analysis skills
  • Industry leader in ITIL and DevOps best practices
  • Experience delivering SaaS services at scale in a cloud environment

Salary Range: $145,000 - $160,000 per year

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