Provide guidance to the Business Partners where their plans involve information technology
Maintain effective communication channels with the Business Partners and Account management areas as well as other internal teams within Application Operations and Services
Manage the implementation of new tools and processes with relevant Sun Life standards and guidelines related to the operational model instituted via Agile, DevOps and DE transformation
Manage the day-to-day operational support of the Business partner’s applications
Primary escalation point for questions, concerns and/or prioritization decisions
Manage IT staff for operational support with a wide range of skill levels and a diverse set of technologies
Transform and lead AOS GRS support activities as part of the AOS Digital Enterprise program
Provide guidance and support to the business units to ensure adherence to Sun Life standards for end user computing needs
Build and maintain strategic partnerships with key stakeholders to facilitate the effective delivery of operating model and support structures
Participate as required to ensure project delivery is successful and transitions to support effectively delivered
Work with different user groups with varying levels of web savvy, including staff and partners
Ability to multi-task and work with internal and external clients
Ability to set goals and work with minimal supervision
With assistance of the Director, manage budgets, as well as demand and supply challenges
Act as a primary contact to the disaster recovery testing coordinator
Manage the standards and procedures for implementing production changes using Sun Life guidelines for change management to ensure reliability, stability, integrity, and security
Active participant in incident, problem, and change management processes
Participate in disaster recovery tests and engage business partners
Prepare monthly team reports for IT management, Account Management and clients
Maintain effective communication channels with the account management areas as well as other internal teams within Application Operations Services and Digital Solutions
Understanding of underlying technologies including: Mainframe, Java, Javascript, .Net, SharePoint, Web Services, APIs, MQ, cloud solutions and relational databases.
Requirements
Minimum of 10 years of progressive information technology experience
Experience in management of workload, hiring, team building and relationship management
Excellent communication, presentation, interpersonal, negotiation, facilitation, influencing, and organization skills
Exposure to IT operations
Knowledgeable about organizations and their culture and understands the reasoning behind key policies, practices and procedures
Has broad understanding of the business and the business of an IT delivery team
Drives for results and as such can be counted on to meet or exceed goals successfully
Knowledgeable about how the organization works and knows how to get things done both through formal channels and informal networks
Strong business focus, passion for the challenges of our partners, and commitment to meet expectations of business and internal partners
Must be able to grasp complex financial concepts and be able to apply these concepts in a systems context
Facilitate the discovery of alternatives and drives decision-making to closure and action
Works effectively and efficiently in a virtual, multi-site environment.