Manager Unified Support (Energy Industry Vertical)
Manager Unified Support (Energy Industry Vertical)
Posted on :
03-10-2025
Employer Active
1 Vacancy
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Job Description
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
- Ensure the team members responsible for case/incident management deployments and service request fulfilment complete their duties
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
Employment Type
Full-time
Key Skills
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