IT Operations Manager or Production Support Manager - Jobs in Ottawa, ON

Job Description

Company DescriptionSpruce InfoTech is a leading information technology firm that provides varied services to help clients change manage and transform their businesses by means of high quality, innovative and cost effective solutions. We provide services to different companies from small scale level to even fortune 500 organizations and guide them in the best possible way to maximize IT investment and also reduce the cost of acquiring new technologies.Job DescriptionWe are currently seeking an Operations Manager for our Ottawa, ON location.FulltimeLocal Candidates or Someone who can relocate immediately.Position Description (scope of work or brief narrative):Join Infosys Public Services and help transform leading organizations across North America & Canada. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.Job Description

• Primary Operations contact for Production systems and applications support for the clients project.
• Leads several application teams in providing advanced application support and maintenance including daily checks, minor application fixes, changes and/or upgrades/patches.
• Responsible for application availability, timely and accurate delivery of the downstream data and reports, and documentation management.
• Improves efficiency of application processes with vendors and downstream systems.
• Manages Change and Release Management for any application changes and releases in the Production environment.
• Tracks and reports on any system-related defects and works directly with the Development and the Infrastructure teams to recommend and resolve issues.
• Maintains the system-side Business Continuity Plan to ensure the timely recovery of Production systems in the event of a disruption or outage.
• Works with the Development and Infrastructure teams to improve system resilience, including both failover and disaster recovery capabilities.
• Ensures that the requirements and criteria for acceptance of new systems, applications and/or functionality are clearly defined, agreed upon, documented, and tested prior to Production deployment in accordance with clients requirements
• Works with relevant teams to perform Root Cause Analyses for critical and recurring incidents and ensure recommended corrective action is implemented to prevent future occurrences.
• Tracks systems, applications and support SLA metrics and ensures that committed SLAs are met.
• Prepares weekly and monthly status reports and runs the weekly status meeting with relevant stakeholders.
• Maintains an annual staffing and overhead costs budget, and processes vendor invoices on a monthly basis.
• Provides functional guidance to team members to resolve moderate to complex problems.
• Required to be on call 7/24 on a rotating basis for escalations of critical issues.

Required years of experience, training, technical skills, and other requirements for job performance:Mandatory Requirements

• 11 years of experience as an IT Production Support Lead or Manager, with proven skills in application support, maintenance and the delivery of fixes and enhancements for critical applications projects.
• Mastery of the concepts, best practices and techniques of IT service management in the context of enterprise systems, networks, applications, and cloud-based infrastructure.
• Knowledge of SaaS, PaaS and IaaS solutions, preferably Azure-based.
• Strong planning, organizational, problem solving and critical thinking skills.
• Must have or be able to qualify for a Government of Canada security clearance (minimum Reliability level). A minimum of five years of Canadian (or other NATO country) residency with no large gaps and a clean record is required for a Reliability level security clearance. All applicants will be required to undergo a background check.

Nice-to-Have Requirements

• Experience with Software Development Life Cycle (SDLC) processes, mainly Waterfall and hybrid Waterfall-Agile.
• At least 2 years experience with ITIL/ITSM-based Change and Release management activities.
• A solid understanding or experience with DevOps processes/tools.
• Experience in the procurement industry with SAP Ariba and SAP Fieldglass (preferred).

Security Clearance:

• Security Clearance (Enhanced Reliability Status) from Government of Canada or the candidate should be a resident of Canada for 5 continuous years.

Additional InformationAll your information will be kept confidential according to EEO guidelines.Quick Apply

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