Greenwich Associates is an Equal Opportunity Employer.
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Senior Manager I.T. Operations
Toronto - Head Office
The Senior Manager of IT Operations is responsible for all aspects of IT operations including enterprise service and support, networks, servers, storage, virtual infrastructure, voice and data communication, Internet connectivity, workstations, mobile computing, remote access and call center infrastructure management. Other responsibilities include standards, policies, procedures, vendor management, escalations, team management and service security. The Manager must be familiar with IT best practices, operations management, datacenter management, service management, incident, change and release management, capacity planning, enterprise monitoring and alerting, as well as being technically adept and hands on capable with enterprise infrastructure such as servers, routers, switches, storage, virtual infrastructure, telecommunications, physical wiring and connectivity.
•Overall responsibility for the firm’s 24x7 IT enterprise infrastructure, Operations Management, Service Delivery, Service Management, Support including helpdesk operations.
•Develops, monitors and measures (and SLAs and KPIs) for the operations area (infrastructure, desktop support services and call center operations). Communicates effectiveness of the group to the business units.
•Responsible for supervising day to day service operations team, schedules and priorities
•Efficient Incident and Problem Management including escalations
•Ensures acceptable levels of system performance.
•Project manages mid to large projects within the operations group (e.g., Microsoft Exchange deployment, Storage Area Network deployment).
•Audits the network configuration and system file structure to optimize user effectiveness, security and operating efficiency.
•Maintains the integrity of the enterprise processing environment, and ensures continuity with the current processing applications.
•Maintains efficient operating standards, security best practices, deployment best practices and process automation
•Maintains Configuration Management Database and develops appropriate business cases for hardware/software upgrades
•Analyzes client requirements and recommends appropriate architecture and solutions to optimize work flow and efficiency.
•Establishes and maintains a positive working relationship with all company departments to optimize working relationships and communication.
•Primary interface with vendors for resolving problems.
•Develops and test the disaster recovery plan.
•Provide oversight and ongoing support of implementation and support organizations to ensure business and technical requirement of a design are met.
•Ensure compliance with enterprise policies and standards.
•Maintain awareness of technology and business trends, especially the contact center industry and mobile communications capabilities.
•Infrastructure engineering for the core call processing platforms in the contact center including, session border controllers, session managers, voice gateways, ACD's, Voice Portals, Dialers, and Survey
•Solution engineering that includes leading the collaboration with the broader IT community to solve for complex business requirements.
•BS / BE level degree in Computer Science, Systems Engineering or related field.
•Strong communication skills, ability to effectively communicate with and support senior management.
•5+ years’ experience IT Operations Management in a Microsoft centric organization.
•Experience managing Call Center Operations and Telephony
•ITIL Foundations Certified
•Proven track record of being a partner to business management.
•Previous support experience in a contact center environment, consulting firm, or other professional service organizations.
•Knowledge of TCP/IP, telecommunications, connectivity, wiring and cabling, and network management.
•Knowledge of Unified Communications, VOIP, SIP, PRI, and other voice communication technology including Dialers.
•Ability to communicate effectively and to deal with third party vendors and systems integrators.
•Experience presenting to a variety of levels including senior management is required
•A change leader and strategic thinker with the ability to articulate corporate strategy and inspire team success
•Proven ability to work with remote and cross-functional teams to influence collaboration and decision making on cross-functional initiatives
•Community-minded with the ability to build strong relationships
•Strong written and verbal communication, negotiation and presentation skills at a technical and organizational level
•Ability to travel 15 to 25% of time