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Maarut
Support ManagerMaarut • Laval, Qc
No longer accepting applications
Support Manager

Support Manager

Maarut • Laval, Qc
30+ days ago
Job type
  • Full-time
Job description

Context:

  • VPTI Objective
  • Reduce the number of incidents
  • Ensure operational stability and performance
  • Accelerate and improve incident handling
  • Improve incident resolution efficiency by fostering coordination among stakeholders
  • Strengthen and improve follow-up and escalations with IFDS
  • Be more proactive; challenge incidents, root causes, and action plans

Requirements:

Incident Lead (iA and IFDS)

  • Must demonstrate strong leadership
  • Must possess a continuous improvement mindset
  • Must be autonomous and proactive in identifying and implementing processes
  • Excellent coordination skills
  • Demonstrates initiative, organization, and a strong sense of priority to orchestrate multiple simultaneous actions
  • Analytical skills to investigate complex technical issues, identify root causes, and find appropriate solutions, leveraging technical experts when necessary
  • Excellent understanding of IT systems and applications
  • Knowledge of support tiers (L1/L2) and ITIL best practices regarding incident and problem management
  • Clear and effective communicator in French, capable of simplifying technical issues for non-technical stakeholders


Requirements

Tasks:

Planning and Governance

  • Monitoring IT Support Performance Indicators: Define, implement, and monitor IT support performance indicators within the Savings sector.
  • Support for Indicator Implementation: Collaborate with teams to implement performance indicators within the Savings ecosystem.
  • Responsibility for IT Support Performance: Be accountable for the overall performance of IT support within the Savings ecosystem.
  • On-Call Schedule Management: Develop and maintain the schedule for on-call resources based on required expertise.

Monitoring and Detection

  • Analysis of IT Incident Statistics: Analyze IT incidents to identify trends and recommend corrective actions.
  • Monitoring of Vendor Major Incident Reports: Verify the quality of major incident reports submitted by vendors and ensure compliance with action plans.
  • Receipt and Validation of Incident Reports: Ensure the timely receipt of well-documented incident reports.

Response and Coordination

  • Facilitation of Daily Coordination Meeting: Lead the daily IT Support meeting for the Savings sector and ensure follow-up on ongoing incidents.
  • Monitoring of PRB Incidents: Participate in PRB meetings and rigorously document cases in collaboration with designated leads.
  • Monitoring of Open or Uninitiated PRBs: Ensure follow-up on ongoing PRBs and participate in coordination meetings with the steering committee.
  • Representation of the Savings Sector in Committees: Represent the Savings sector in various committees and ensure visibility regarding incidents and requests.
  • Monitoring of Critical Bugs (P1 and P2): Lead the analysis of critical bugs and ensure follow-up on corrective actions.

Analysis and Continuous Improvement

  • Recommendation of Improvements to Reduce Incidents: Identify and recommend improvements to decrease the frequency and impact of IT incidents.
  • Prioritization of Improvements: Distinguish "quick wins" from strategic improvements requiring prioritization in consultation with the Stability Domain Architect (DA-Stabilité).
  • Recommendation of Priority PRBs: Propose priority PRBs to the Stability Sector Architect (SA-Stabilité) for inclusion in delivery plans.
  • Critical Evaluation of Root Cause Analyses: Critically review vendor analyses and action plans to ensure their rigor and thoroughness.


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Support Manager • Laval, Qc

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