Job Description
Elevate your career as a Senior Manager of IT Operations & Reliability at Rates.ca in Welland, ON. Drive critical IT service quality and lead operational readiness with occasional travel to Toronto.
In this pivotal role, you will oversee Help Desk services, incident management, and technology operations to ensure system reliability. Your expertise in building processes from scratch and enhancing operational maturity will be essential. Collaborate with cross-functional teams and implement ITIL practices, improving incident response and service delivery.
Key Responsibilities:
• Own Help Desk service operations and lifecycle management
• Lead incident management and major-outage communications
• Develop KPIs and maintain documentation practices
• Oversee ITSM tooling configuration and reporting tools
• Integrate AI for service quality enhancements
Requirements:
• 7+ years in IT support and service operations
• Proven experience in incident management leadersh...
In this pivotal role, you will oversee Help Desk services, incident management, and technology operations to ensure system reliability. Your expertise in building processes from scratch and enhancing operational maturity will be essential. Collaborate with cross-functional teams and implement ITIL practices, improving incident response and service delivery.
Key Responsibilities:
• Own Help Desk service operations and lifecycle management
• Lead incident management and major-outage communications
• Develop KPIs and maintain documentation practices
• Oversee ITSM tooling configuration and reporting tools
• Integrate AI for service quality enhancements
Requirements:
• 7+ years in IT support and service operations
• Proven experience in incident management leadersh...