IT Process Manager

1 week ago

Brampton, Canada N2P Systems Inc. Full time

**Process Manager**

Job Summary:
Key Responsibilities:

- ⁠ ⁠Six Sigma Expertise:

- Utilize Six Sigma principles and methodologies to analyze and identify areas for process improvement.
- Implement process enhancements to improve efficiency, quality, and overall business performance.
- ⁠ ⁠Collaboration with SRE Teams:

- Work closely with SRE teams to ensure that processes are well-documented and can be easily repeated once the contract is over.
- Collaborate with SRE and business teams to implement system-specific RACI charts, workflows, and alarming protocols.
- ⁠ ⁠Playbook and Knowledge Base Development:

- Develop comprehensive playbooks to enable L1 support teams to resolve issues independently before escalating to higher levels.
- Create and maintain knowledge bases to support L1 teams in troubleshooting and issue resolution.
- Assist in the selection and implementation of incident management software to streamline operations.
- ⁠ ⁠System and Process Improvement:

- Review existing incident management and ticketing systems and provide recommendations for improvements.
- Propose changes to the support structure and team organization to enhance operational efficiency.

Qualifications:

- ⁠ ⁠Strong understanding of Six Sigma principles, methodologies, and tools (Green Belt or Black Belt certification preferred).
- ⁠ ⁠Proven experience in process improvement and management.
- ⁠ ⁠Excellent analytical and problem-solving skills.
- ⁠ ⁠Experience working with SRE teams and implementing system-specific processes.
- ⁠ ⁠Strong communication and collaboration skills.
- ⁠ ⁠Ability to create detailed documentation, playbooks, and knowledge bases.
- ⁠ ⁠Familiarity with RACI charts, workflows, and alarming protocols.
- ⁠ ⁠Demonstrates professionalism and respect when collaborating with internal and external stakeholders.

Preferred Qualifications:

- ⁠ ⁠Experience in selecting and implementing incident management software.
- ⁠ ⁠Familiarity with IT support structures and team dynamics.
- ⁠ ⁠Project management experience is a plus.

**Job Type**: Fixed term contract
Contract length: 6-12 months

Pay: From $50.00 per hour

Expected hours: 8 per week

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Six Sigma: 4 years (preferred)
- Playbook creation: 5 years (preferred)
- Collaboration with SRE: 5 years (preferred)
- Business process improvement: 10 years (preferred)
- Business Process creation: 8 years (preferred)

Work Location: Hybrid remote in Brampton, ON

Expected start date: 2025-03-10

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