ITIL Ops manager

Role : ITIL Ops manager

Location : Ottawa / Toronto (Hybrid)

ITIL: 5 years (Required)

Change or Release Management: 5 years (Required)

Job Description:

• you will play a pivotal role in supporting ITIL related services for businesses by developing and implementing effective action plans that support optimal/efficient Data Warehouse (DW) operations.

• Your responsibilities will include setting and enforcing standards for DW practices and operations, as well as performing DW administration and management duties to ensure the continuous improvement and stability of our Data Warehouse services.

• In addition, you will design, develop and manage data warehouse KPIs to consolidate and organize data from various sources for reporting and analysis.

• This includes escalating issues to the Cloud Vendor Manager, Service Owner, and vendors as needed for issues impacting normal business-as-usual activities.

Key responsibilities include:

• Reporting & Analytics: Develop and maintain reports, dashboards, and visualizations using tools like Power BI, Tableau, or Looker to provide business insights.

• Documentation: Create business and technical documentation to support the development and end-user community.

• KPI definition and continuous process improvement

• Performance Optimization: Optimize the performance of the data warehouse and reporting systems and troubleshoot any issues that arise.

• Ensuring Service Level Agreements (SLAs) are met for Snowflake related Tidal jobs.

• Ensuring maximum system availability and prompt, accurate remediation of issues related to Snowflake and support components.

• Continuously seeking optimal ways to move forward and improve Snowflake Cloud services.

• Efficiently delivering Snowflake Cloud services to internal customers.

• This role requires a combination of technical expertise, management skills, and leadership abilities to ensure smooth operations and the successful delivery of Data Warehouse services.

• Playing a key coordination role in Release, Change, Incident and Problem management.

This role requires a combination of technical expertise, management skills, and leadership abilities to ensure smooth operations and the successful delivery of IT services.

Job Requirements:

• Strong written and verbal communication skills.

• Bachelor's degree in IT, information security, computer science, or a related field.

• 8 to 10 years of ITIL experience. Alternatively, candidates may possess an equivalent combination of relevant professional experience and education.

• Technical: Proficiency in Snowflake platform features, SQL, ETL tools, data modeling, Powerbi, database systems, and data warehousing concepts. They must also have a strong background in programming languages such as SQL, Python, or Java

• Analytical: Strong ability to analyze complex data sets, interpret trends, and identify issues.

• Problem-Solving: Excellent problem-solving skills to identify and resolve data-related challenges.

• Communication: Ability to clearly present complex data and insights to both technical and non-technical stakeholders.

• Attention to Detail: A strong focus on detail is crucial for ensuring data accuracy and integrity.

• Develop and implement DW support service strategies aligned with business needs

• Oversee the delivery of DW systems and services that support the stability of Snowflake and additional components

• Analyze and monitor the effectiveness of DW support service delivery and implement improvements when needed

• Ensure compliance with DW support standards, policies, and procedures, including disaster recovery and back-up procedures

• Provide technical support and guidance, including problem resolution and troubleshooting

• Develop and implement DW service quality control processes, policies, and procedures

• Maintain current knowledge of technology trends and potential impact on the business

Additional Requirements:

• Experience in database administration, data analysis, and data warehousing is often preferred.

• Proficiency in Windows and Linux/Unix operating systems, including scripting with Bash or PowerShell.

• Advanced knowledge of SQL and experience with web services.

• Ability to provide technical support and guidance, including problem resolution and troubleshooting.

• Hands-on experience with GitLab CI/CD pipelines, and Confluence

• Assist in the development and implementation of the support strategy to include the definition and goals of the over-arching framework and methodologies.

• Writing test cases to implement regression testing.

• Support development teams with secure code (DAST, SAST, Dependency, Secret Detection, Container scans, Lint tests, etc.) reviews and other assessments to identify security weaknesses and vulnerabilities, code defects.

• Establish and maintain secure coding standards and best practices to provide guidance and training for development teams on security and ISO best practices.

• Review and research monthly continuous monitoring controls documentation tasks that are required by Senior Leadership Team (SLT).

Certifications/Licenses:

• At least eight (8) years of experience working in information technology with a bachelor's degree. Minimum of 3 years' experience in change or release management, application and software support team management, root cause analysis, data analysis, information assurance, leading incident handling

• Solid experience in application software development in one or more programming languages such as C#, Java, Python, etc.

• Extensive experience with cloud-based technologies, specifically Snowflake, Azure Databricks, and Azure Data-Factory.

• Proven experience with Tidal Automation Tool or other enterprise task schedulers

• Experience with cloud-based infrastructure (AWS, Azure, or Google Cloud)