Manager Unified Support (Energy Industry Vertical)

Essential Duties and Accountabilities:

• Responsible for people management within the Clevest/MWM product team based in Canada operating under the Energy Industry Vertical in Unified Support Service Operations.
  • Employee performance monitoring & appraisals
  • Identifying & organizing required training/coaching programs to continually improve and upkeep employee performance (PDPs PIPs etc.)
  • Initiating and implementing human resource management best practices as per company & industry standards/directives
  • Conducting regular team meetings to keep employees informed about organizational direction/strategy business plans organizational goals/objectives and results HR/welfare initiatives etc.
  • Team administration duties such as
    • Support the local finance team in providing overtime/shift allowance reporting
    • Provision of reference information to support the HR team in providing service letters
    • Facilitate staff welfare activities/events in conjunction with the Unified Support - Service Operations leadership team
    • Ensure compliance with local/company regulatory and legal requirements
    • Ensure all ergonomics and IT facilities/equipment requirements of staff are duly addressed
  • Maintain a conducive work environment and preserve a collaborative culture in the team
  • Identify and handle employee requirements concerns grievances and conflicts and address them proactively
  • Work together with the leadership team to design and implement organizational strategy policies guidelines etc. to ensure a stable cost-effective and viable operation
  • Assist the headcount planning and recruitment process for new employees with the Energy Industry Vertical leadership team in Unified Support - Service Operations
  • Carry out the onboarding of new employees once they have been appointed
• Lead operational management for the Canada-based Clevest/MWM team contributing to service excellence within the Energy Industry Vertical under Unified Support Service Operations.
  • Ensure the team members responsible for case/incident management deployments and service request fulfilment complete their duties
    • Queue management
    • Case acknowledgement and updates
    • Case resolutions
    • Escalations to stakeholder and resolver groups
    • Scheduling of cases
  • Ensure the team members perform all activities observing standard processes and within defined KPI/SLA/SLO
  • Support the problem management team in their duties
  • Improving processes and documentation to drive continuous improvement in the teams performance
  • Distribute educate and inform the team of the new/updated SOPs etc.
  • Ensure appropriate resources are in place to address escalations and critical customer issues while managing operational shortfalls both on a daily basis and over the long term
  • Help the team members with prioritization decisions as they handle multiple Cases

Technical Skills:

A wide-ranging baseline of technical knowledge covering the core relevant technologies for the IFS product suite would be useful including:

• Microsoft Azure PaaS (e.g. App Services SQL Database Storage Redis Cache etc.)
• Oracle Database/Middleware Web Servers Proxies Firewalls Kubernetes
• Network architectures especially related to Microsoft Azure (e.g. vNets NSGs VPN ExpressRoute SSL/TLS certificates DNS)
• Security principles encryption authentication authorization integrity auditing pen-testing etc. and how these are applied in a cloud environment.

Alternatively technical or functional knowledge of the IFS product suite is also considered similarly useful for this role.

Personal Abilities:

• Ability to work to deadlines and targets
• Ability to manage own time and that of a team efficiently and effectively
• Ability to work in the international multi-discipline cross-functional teams
• Flexibility to work to deadlines and needs of the role
• Ability to read and understand technical documentation written in English
• Ability to influence and guide others to deliver on the team aims
• Problem-solving skills and the ability to change approach based on information gathered during the process
• Skilled in steering cross-functional teams - remotely and on-site - toward shared goals while cultivating high morale ownership and team synergy.
• Good communication and interpersonal skills
• Strong organizational skills and ability to multi-task
• A good team player with a can-do attitude

Experience:

• Mandatory
  • At least 6 years experience in cloud computing services or enterprise IT service delivery or DevOps or product support including a minimum of 2 years in a management or team leadership or equivalent capacity
  • Demonstrated knowledge of cloud computing services or IT service management methodologies or product support best practices
  • Experience in modern ticket/service desk tooling such as ServiceNow Jira Service Desk or a similar tool
• Value Add
  • Experience in ITIL ISO 20000 or a similar service delivery framework

Continuously expanding your operational and functional/technical domain knowledge is a very important part of being a Manager - Unified Support

The role is nominally 40 hours a week but extra hours may be needed to discharge all associated duties

Qualifications :

• A University degree or equivalent professional qualifications in software/system engineering or IT operations is essential
• ITIL qualifications would be useful but are not mandatory
• Vendor-provided technical certification (CCNA OCP MCSA etc.) would be useful though not mandatory

Additional Information :

Additional Information

• Salary Range: $110-125 CAD plus bonus
• Flexible paid time off including sick and holiday
• Life insurance and disability benefits
• Tuition assistance
• Community involvement and volunteering events

We believe that coming together as a community in person is important for innovation connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.

Remote Work :

No

Employment Type :

Full-time