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Information Technology Operations Support

Information Technology Operations Support

Davies Talent SolutionsGreater Halifax Metropolitan Area, Canada
30+ days ago
Job description

About Davies

At Davies, we’re a community of outstanding individuals, driven by innovation and united by a shared mission. We foster a supportive culture that embraces diverse perspectives, encourages growth, and thrives in a fast-paced environment. Together, we achieve excellence and deliver exceptional results for our clients and communities.

Role Overview

The Operations Support Leader (OSL) will play a pivotal role in leading the Service and Technical Operations Analysts in our Shared Service Centre in Pune, India. This is a shift-based position ensuring alignment with the Pune team’s working hours. Key responsibilities include workforce management, major incident handling, and driving continuous improvement to enhance service delivery.

Key Responsibilities

  • Mentor and guide Service and Technical Operations Analysts to achieve high-quality results.
  • Oversee shift patterns and ensure seamless handovers between global teams.
  • Lead major incident response efforts to minimize disruptions and resolve issues promptly.
  • Promote a culture of proactive problem-solving and automation-first thinking.
  • Serve as the escalation point for complex challenges and support resource allocation.
  • Collaborate with other teams to improve frameworks and service operations standards.

Work Hours (Shifts) Halifax times

  • Sunday : 04 : 00 AM – 12 : 00 PM, 4 : 00 PM – Midnight, Midnight – 08 : 00 AM
  • Monday : 04 : 00 AM – 12 : 00 PM, 4 : 00 PM – Midnight, Midnight – 08 : 00 AM
  • Tuesday : 04 : 00 AM – 12 : 00 PM, 4 : 00 PM – Midnight
  • Friday & Saturday : Midnight – 08 : 00 AM
  • Skills and Experience

  • Proven experience in customer-facing technical support, ideally with international stakeholders.
  • Strong leadership and people management capabilities.
  • Expertise in problem and incident management with the ability to resolve high-pressure situations.
  • Proficiency in fostering automation and process optimization.
  • Excellent communication, strategic thinking, and analytical skills.
  • Experience with Agile processes is an advantage.
  • Why Join Davies?

  • A dynamic, inclusive, and innovative work environment.
  • Opportunities for growth and professional development.
  • A culture of collaboration and teamwork that values diverse perspectives.