Manager- IT Operations Support

Job Description

The role requires building relationships with business and IT delivery partners and working closely with Account Managers to understand the business drivers and emerging needs for the respective accounts. This includes, identifying IT work, identifying resource requirements for baseline operational work (onshore / offshore), testing, training, and documentation. The Support Manager will work closely with Business Analysts and Developers to ensure that the support is delivered efficiently and cost effectively while still maintaining IT governance practices on DE, Architecture Review, Business Continuity, Disaster Recovery, and SOX compliance.

What will you do?

• Provide guidance to the Business Partners where their plans involve information technology. Maintain effective communication channels with the Business Partners and Account management areas as well as other internal teams within Application Operations and Services
• Manage the implementation of new tools and processes with relevant Sun Life standards and guidelines related to the operational model instituted via Agile, DevOps and DE transformation
• Manage the day-to-day operational support of the Business partner’s applications. Primary escalation point for questions, concerns and / or prioritization decisions.
• Manage IT staff for operational support with a wide range of skill levels and a diverse set of technologies.
• Transform and lead AOS GRS support activities as part of the AOS Digital Enterprise program
• Provide guidance and support to the business units to ensure adherence to Sun Life standards for end user computing needs.
• Build and maintain strategic partnerships with key stakeholders to facilitate the effective delivery of operating model and support structures
• Participate as required to ensure project delivery is successful and transitions to support effectively delivered. This may include providing project leadership and / or Subject Matter Expert accountabilities.
• work with different user groups with varying levels of web savvy, including staff and partners.
• Ability to multi-task and work with internal and external clients.
• Ability to set goals and work with minimal supervision.
• With assistance of the Director, manage budgets, as well as demand and supply challenges
• Act as a primary contact to the disaster recovery testing coordinator
• Manage the standards and procedures for implementing production changes using Sun Life guidelines for change management to ensure reliability, stability, integrity, and security.
• Active participant in incident, problem, and change management processes
• Participate in disaster recovery tests and engage business partners
• Prepare monthly team reports for IT management, Account Management and clients.
• Maintain effective communication channels with the account management areas as well as other internal teams within Application Operations Services and Digital Solutions.
• Understanding of underlying technologies including : Mainframe, Java, Javascript, .Net, SharePoint, Web Services, APIs, MQ, cloud solutions and relational databases.

What will you need to succeed?

Assets :

Notes / Unique requirements :