IT Operations Support Manager

Role Overview

• 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.

Tech Stack

• Cloud
• Java
• JavaScript

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development
• Bonuses