It Operations Shift Manager (3968)

New Value Solutions, a national IT consulting company, is seeking an IT Operations Shift Manager to help our client deliver a range of IT infrastructure services. This position will support day-to-day operational management of a HUB that performs infrastructure monitoring, maintenance and remediation activities.

Responsibilities:

• Produces regular reports according to the defined processes and frequency
• Orients new Hub resources in toolsets, processes, procedures, and work expectations.
• Maintains regular contact with Operation Managers and teams to maintain currency on technical standards, tool sets, and operational practices
• Performs incident and event triage with support from HUB resources and manages resolution and/or routing based on established procedures
• Coordinates, tracks, and reports on the execution of planned changes and scheduled maintenance activities performed by the HUB
• Maintains HUB schedule to ensure coverage for all shifts and role assignments
• Provides direction and monitors employee performance to ensure that work activities are completed in accordance with documented standards, processes, and procedures
• Maintains the HUB incident ticket queue including ticket creation, assignment, and resolution
• Performs regular compliance audits to ensure work activities are performed in accordance with defined standards and controls are tested
• Makes recommendations regarding improvements to toolsets, processes, and controls
• Acts as the first point of escalation for HUB resources on shift

Requirements:

• Team player with well-developed interpersonal skills
• Experience in an IT Operations Management role with direct supervisory responsibilities
• 5+ years of experience in an IT Operations Management capacity within a complex enterprise environment
• Experience supporting an enterprise Server environment including Microsoft and Unix operating systems
• Experience with Operations monitoring practices and tool sets
• Vendor designation (E.g. Cisco CCNA and/or Microsoft MCSE or equivalent designation) is preferred
• Experience with ITIL processes (E.g. Change, Incident, Problem)
• Good written and verbal communication skills
• Proficient computer skills using Microsoft Office
• Knowledge / experience with current network architecture/standards and industry best practices required to implement and maintain a reliable data network
• Public sector / health experience is preferred
• ITIL designation is preferred
• Self-directed, highly motivated, and results-oriented
• Sound judgment and decision making skills

If you have this expertise, and are able to work in Canada, please submit your resume. While we thank all candidates in advance for their application, only those candidates who are shortlisted will be contacted.

ID#3968