Manager, Central Systems

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

The Manager CRS Application Infrastructure manages all aspects of the Four Seasons Central Systems Enterprise Applications environment with the support of the Database Administrators to ensure information integrity, availability and performance of the systems and enabling the establishment of a working optimized and stable environment for the users. Manages all aspects of the quarterly and annual PCI compliance process:

Track the status and progress of PCI activities in preparation for the FSHO Audit. Review the results of Quarterly PCI Reviews, review open Risks, Actions, Issues, & Decisions, Identify and action on opportunities for improvement, Increase accountability around PCI Compliance.

Manages the CRS Infrastructure and coordinates with the Database Administrators team when addressing IT stakeholders and subject matter experts with performance related issues to provide optimal delivery on initiatives to meet schedule and budget objectives.

Manages, release management processes which impact all Central Enterprise application which can include everything from project deliverables and application updates to hardware upgrades, security enhancements and operating system and application patches. 

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Corporate Director of Central Systems. This role involves interactions with primarily internal stakeholders at various levels.

What You’ll Be Doing

Strategy & Planning:

Manage deployment strategy and deliverables in collaboration with various IT teams to align overall resources and timing.

Research, review, and analyze the effectiveness and efficiency of existing requirements gathering processes and develop strategies for enhancing or further leveraging these processes.

Acquisition & Deployment:

Manage release plan and cycles in accordance with business and corporate priorities.

Manage vendors, IST and business team members throughout all IT related projects that may impact systems performance.

Manage the development and implementation of new business processes that improve efficiency and enhance productivity.

Maintain a release repository and overseas key information such as versions and release procedures, dependencies, and notification lists.

Ensure the maintenance of documentation and knowledge of the system software infrastructure and core application systems.

Operational Management:

Manage all technical troubleshooting/triage using a variety of tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, network and operational) problems

Review Monitor systems indicators to ensure they do not reach critical levels resulting outages to determine proper operations thresholds and appropriate level of escalation as well as adherence to SLAs

Manage deployments, hardware and software upgrades and patching on a regular basis

Manage the Systems Software Infrastructure-knowledge of existing and planned software technology and infrastructure components

Maintain experience and / or working knowledge of systems management and operations configuration

Manage the maintenance of all the systems and applications. Display a commitment to providing excellent service to internal and external customers.

Manage multiple concurrent activities. Show effective judgment in prioritizing activities and time allocation.

Oversea any deployments, hardware and software upgrades and patching on a regular basis.

Manage the response to analytics of potential problems as described in incident management tickets to determine root cause, take the necessary resolution action, or escalate as necessary.

Develop troubleshooting techniques to address technical problems in the absence of documented procedures and document the process used for the resolution.

Manage the assessment process when reviewing the impact of errors/problems based on timing and situations to determine the most appropriate decision and course of action.

Relationship Management:

Train, mentor, and support the Central Systems and HSS IT teams.

Share knowledge and expertise with internal and external team members

Cooperate across team and division boundaries when requested to resolve incidents.

Provide leadership and guidance when working on production resolution calls.

Provide Leadership with Systems Performance analytics including SLA adherence

Forge strong and effective relationships with all stakeholders.

Establish trust and confidence among colleagues and internal customers including deliverables that will be provided with high quality, as expected, and on time.

Manage relationships with various vendors and partners and coordinate development-related activities.

Who You Are

Excellent analytical skills, and creative problem-solving skills.

Excellent listening, interpersonal, written, and oral communication skills.

Ability to organize and lead meetings, workshops, and group discussions with good presentation skills.

Ability to effectively prioritize and execute tasks while under pressure.

Experience working in a team-oriented, collaborative environment.

Mandatory experience and knowledge of:

Microsoft Office Suite

Ability to quickly learn new software applications

Hotel Distribution Channels

Hosted Environments

Preferred

Preferred experience and knowledge of:

SQL

Java

Networking

Oracle Opera PMS/ORS/POS

Experience in technical support and systems monitoring of a complex technical infrastructure as well as working with multiple technical support teams

Experience with business and technical requirements analysis, UAT coordination, release management processes.

Proven ability to comprehend technical systems and processes with the technical knowledge needed to work with Support and DBA teams at a detailed level.

Ability to review and maintain consistent systems requirements specifications in both technical and user-friendly language.

What You Bring

2 to 5 years of related IT and scrum management experience applied in a fast-paced release management setting

3+ years of experience as a scrum master or in a similar role.

Working knowledge of agile methodology, techniques, and frameworks such as Scrum or Kanban.

Bachelor’s Degree in a Computer Science, scientific, business, or technical field. DevOps certifications

Experience in technical support and systems monitoring of a complex technical infrastructure as well as working with multiple technical support teams

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid 

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

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