Senior Manager - Digital Services Engineering

General Information

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City Mississauga, Toronto State / Province Ontario Country Canada Department Design & Development Engineering Date Tuesday, July 9, 2024 Working time Full-time Ref# 20033052 Job Level Executive Manager Job Type Experienced Job Field Design & Development Engineering Seniority Level Mid-Senior Level Currency CAD - Canada - CA Annual Base Salary Minimum 96,180 Annual Base Salary Maximum 192,360 The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount.

Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and / or the successful applicant’s education, experience, knowledge, skills, and abilities.

The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, that include medical, dental, life insurance, an Employee Assistance Program (EAP), Paid Time Off, holidays, disability, and retirement benefits, please visit .

If you are not reviewing this job posting on our Xerox Careers page, we cannot guarantee the validity of this posting. For a list of our current openings, please visit .

Description & Requirements

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About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce.

From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients no matter where that work is being done.

Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech.

Summary : Hybrid leadership position supporting and leading a team of software engineers. Your role is to represent the technical health and future of the applications you support and applying industry best practices for implementations.

Location : Hybrid - Greater Toronto area Responsibilities :

• Accountable for Managing the L2 / L3 Support having the scope for 24 Hours monitoring, SLA.
• Incident and problem management.
• Manage our daily Incident response and resolution time.
• Manage monthly service reviews, KPIs, reports.
• Technology and Process : Be able to support a wide range of technical platforms, approaches and processes in the within Document management, digitization and B2B / B2C solutions :
• Root cause analysis
• Provide technical and functional knowledge, guidance and support to other Systems Analysts and application support.
• Provide ISMS on-going support for Security Compliance
• Work with Transformation manager related to client support on-boarding
• Act as the liaison between business operations managers and other part of the technology teams.
• Manage 3rd party suppliers
• RFP Response
• Support Sales, Solutions Architecture, Service delivery
• Conduct Weekly L2 / L3 Support Team meeting.
• Manage and conduct employee performance reviews.
• Hands on technical troubleshooting

Knowledge & Skills :

• Technical Leadership : You have gained experience and skills that enable you to manage L3 Support teams. You are a technical hands-on individual leading from the front and guiding others.
• People Leadership : You have demonstrated mentorship skills and set a technical vision to challenge your team in a way that empowers them to have incredible impact.

You empower teams, who in turn build intricate systems that deliver great outcomes.

Driver of Outcomes : You are intentional in your path, establishing a vision or hypothesis, setting a direction, and guiding your team through execution.

You use data to inform pivots or to validate assumptions, and partner with the Product and Client Solution Development teams to set a roadmap, establish goals and forecasts to achieve both technical and business outcomes.

Organizational Coordinator : You are the first point of contact for your team and your services. You foster a collaborative approach to delivery and leverage those relationships to unblock dependencies.

You are a strong communicator and collaborator, responsive when issues arise, and celebrate successes by representing your team's achievements to the rest of the organization.

• Able to communicate and present proposals to senior leadership teams.
• Be able to raise applicable, relevant technical and process questions on situations that do not have any indicators for direct answers.

We need a person with capability to raise questions that could result-in process improvement.

• Progressive experience and expertise that demonstrates mastery in knowledge and capability to apply this knowledge, which typically comes with up to 10 years hands-on experience.
• Demonstrated ability to work under pressure; manage client expectations well and be able to work on several projects simultaneously.
• Be able to drive internal and or client meetings.
• Able to create and present solutions.
• Able to work independently and have mentoring / leading skills.
• Able to learn new technology and solution methodology efficiently.

Qualifications :

• Computer science university Degree or equivalent experience.
• In-depth Hands on experience with Imaging and workflow technology, ECM helpdesk, incident, problem management, root cause analysis within Imaging and workflow solutions (Digital Asset and Digital Vault, MCP, PWM, KCP, ETL)
• Working knowledge of some of the following security such as PIPEDA, ISO27001, PCI, SOC and related mitigating security controls would be an asset.
• Working Knowledge with middleware-based cloud integration technology.
• Windows, Active Directory, ADFS, SSO, Linux
• Project Management and Business analysis background.
• Azure / AWS Cloud
• SQL, Mongo DB
• Python, C#, .Net, J2EE
• IIS, JBOSS, WebLogic, TOMCAT
• Architecture Framework knowledge - TOGAF
• DEV Ops, Agile Framework
• ITIL V4

LI-KR1#LI-Hybrid