L3 Support Manager

CA-ON-Ottawa
Job ID
2017-1759
Category
IT

Overview

The Manager, GMS L3, is responsible for the support of the GMS CRM system and its related systems and integrations. The role includes production support activities, responsibility for effective and efficient support procedures, reservation system and business knowledge, participation in product delivery, and both direct and indirect leadership capacities. The position is essential to a quality support experience for our clients and the overall success of our products, and interacts with a broad audience within the company.

Responsibilities

  • Production System/Application Support by resolving Critical issues
    • Engage NOC (Network operations center) and critical Incident Management process upon pre-defined conditions or judgment.
    • Available off-hours as per on-call rotation in order to ascertain and communicate business impact, and/or provide direction on investigation and resolution.
    • Participate in root cause analyses for major outages in order to identify improvement opportunities
  • Standard issues
    • Awareness of active and historical system issues, including trends
    • Update and disposition tickets in accord with defined support ticket procedures
    • Drive tickets forward through the support lifecycle, in accord with prioritization and any SLAs
    • Summarize and discuss issues as warranted with stakeholders
  • Proactivity
    • Identify opportunities to mitigate support issues and/or detect them sooner
    • Drive initiatives to mitigate support demand (including training/documentation, configuration, monitoring, etc.)
    • Ensure effective monitoring of system health (i.e. define conditions) in cooperation with Tech teams
  • Support Process Management
    • Resources
      • Direct and prioritize the workload and activities of on-shore and/or off-shore support and development personnel
      • Track development capacity and activity in order to understand productivity and project resourcing needs
    • Process
      • Enforce process guidelines to ensure effective and efficient support
      • Educate participants as to the process and benefits
      • Identify, champion, and propose process improvement opportunities
      • Understand support ticket system behaviors and capabilities
    • Escalations
      • Collaborate with support teams (L3/Tech and Operations) to identify, track, understand, and manage proactive or reactive escalations
      • Employ sound judgment considering business impact and corporate priorities
      • Escalate to leadership in order to raise awareness and prompt decisions
    • Reporting
      • As warranted, compile data for ad-hoc or recurring reporting needs
      • Present information as meaningful knowledge for given audience (e.g. departmental leadership and beyond)
      • Use data for compliance and analysis purposes as needed
  • Subject Matter Expertise
    • Channel Management
      • Ensure a high-level understanding of system components, information/logical flow, business rules, and business practices/use cases
      • Ensure an understanding of resources with detailed knowledge of system components and behaviors
    • Other systems
      • Ensure a high-level understanding of other related business systems, their purpose, and their key resources
      • Ensure a high-level understanding of corporate systems (e.g. ticketing, productivity), their use, and key resources
    • Organizational
      • Ensure an understanding of internal departments and their high-level roles
      • Ensure an understanding of corporate values and strategies
  • Leadership
    • Direct
      • Develop team member system knowledge and competencies/skills
      • Remove obstacles to team productivity
      • Encourage cooperation, collaboration, and engagement
      • Coach and provide feedback on conduct
      • Comply with corporate policies and activities regarding direct reports (e.g. performance)
    • Indirect
      • Demonstrate ownership and integrity when interacting within the department, with other departments, and with external partners
      • Foster relationships with other departments in order to encourage communication and collaboration
      • Communicate effectively and appropriately with stakeholders, considering the audience
      • Plan and coordinate internal initiatives, including across teams
  • Delivery
    • Maintenance
      • Coordinate with Product for the delivery of support fixes, conveying the support impact and priority
      • Advocate for maintenance capacity and priority in the Product roadmap context
    • Release/Deployment
      • Participate in deployment planning and release reviews in order to understand forthcoming changes and their support impact
      • Plan and coordinate heightened post-deployment support activities
      • Voice support perspective in release governance context (e.g. rollback, patch/maintenance release)

Qualifications

Preferred:

  • At least 3 years’ experience in a direct leadership role
  • At least 5 years’ experience in a support role
  • ITIL experience and/or certification a plus
  • Experience managing remote teams
  • SDLC and/or Agile development experience a plus

Skills:

  • Sense of urgency regarding customer/business impact and other corporate priorities
  • Ability to drive detail-focused resources/activities while maintaining a high-level perspective
  • Innovative and proactive drive toward opportunities and process improvements
  • Keen process perspective, including simplicity and flexibility
  • Sound judgment regarding priority and escalation/engagement
  • Analytical view to support and system data; synthesized into relevant and useful information and knowledge
  • Quick learning skills and inquisitive nature to expand subject matter expertise
  • Excellent communication skills, tailored to different organizational audiences and across the spectrum of the hierarchy (i.e. from entry-level positions to the senior leadership team)
  • Strong leadership skills focused on growth/development, collaboration, understanding, and diversity
  • Persuasive abilities to advocate for quality and the support perspective

 

 

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