Cloud Operations Manager Lead
12 hours ago
About Davies Technology
Davies is a community of outstanding individuals who welcome different perspectives, support each other's ambitions, and grow together.
In a fast-changing business environment, we adapt and look ahead.
This role doesn't offer visa sponsorship and requires the candidate to be residing in Halifax as the role is hybrid and based out of our Halifax office location.
Job Description
The Operations Support Lead (OSL) at Davies is responsible for the daily support of the Service and Technical Operations Analysts in Davies Shared Service Centre, India.
This role provides guidance, support, and mentorship to ensure the team's success and to help maintain high levels of service quality, efficiency, and customer satisfaction.
Key Responsibilities
- Support the team in adapting and getting the best of our Problem Management approach and continual improvement activities.
- Work closely with other teams to implement best practices and drive CI.
- Coordinate shift patterns across several regions (specifically our Shared Service Team in Pune, India) ensuring smooth handoffs between the teams on different shifts and in different regions.
- Manage major incidents, coordinating resources, and effective communication across teams to minimize service disruption and ensure business continuity while ensuring timely resolution.
- Provide ongoing support and mentorship to Service and Technical Operations Analysts, ensuring the team's success through guidance.
- Lead and manage major incidents by coordinating response efforts, ensuring clear communication, and driving swift resolution to minimize service disruption and impact on the business.
Requirements
We're looking for a highly skilled professional with:
- Demonstrable customer-facing technical support experience, ideally with international customers/stakeholders.
- Customer-centric with theoretical and practical knowledge and experience of customer service principles and practices, with an emphasis on problem management.
- Confident in your ability to approach IT service operations with a proactive problem management approach.
- Proven experience in leading, managing and resolving major incidents, including the ability to coordinate resources, facilitate communication and drive resolution under pressure.
- Exceptional leadership and/or people management skills.
- Excellent conflict identification, management and resolution skills.
- Experience of agile processes an advantage.
- Ability to make timely, informed decisions balancing urgency with thoughtful risk assessment.
What We Offer
- Competitive salary range: $69,000 - $95,000 CAD per year, depending on individual skillsets and level of experience.
- Medical, Dental, Vision benefits.
- RRSP (Retirement) w/employer contribution.
- Corporate Entertainment Benefits.
- HSA (Health Care Savings Account).
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