As the Manager of Solution Management, you will lead a team composed of administrators and specialists responsible for providing operational support services for all the Pre-production and Production environments involved in train and business operations.
As the Manager of Solution Management, you will safeguard the systems but also innovate and improve support efficiency.
More specifically, in this role, you are accountable to ensure that the entire environment is properly maintained with up to date software version, proper support documentation and performing at the highest quality.
The Manager of Solution Management will participate in project delivery and product roadmap by providing support requirement and key resources to help in the design and delivery.
His / her mandate is to ensure that the final product will adhere to the support excellence standards.
Partners with HR to bring new talent to the organization by determining which skills and roles will be required in the future and by making thoughtful hiring decisions
Provides a positive and welcoming onboarding experience to all new employees by ensuring they have access to the tools and resources needed to fulfill the requirements of their job
Recognizes employee milestones (service awards, retirements, etc.) as well as significant contributions and enhanced responsibilities
Focuses on communications and fosters collaboration by regularly providing updates to teams about ongoing initiatives and encouraging teams to work together to accomplish common goals and learning
Manages employee performance by ensuring employees who are not meeting expectations are identified and supported through the performance improvement process
Creates and enables a positive and engaging work environment by ensuring individual strengths are uncovered and leveraged through frequent and focused conversations - collaborates, coaches and builds connections with employees
Participates in succession planning by contributing to the yearly talent review cycle and identifying employees with the potential to move up the management and technical paths
Supports employee development by having regular career conversations with all employees (documented and tracked) and supporting them in reaching their career goals
Ensures knowledge is preserved through cross-training for key skill sets in the team (knowledge transfer)
Ensures IT systems are maintained in a fully operational condition.
Lead support investigations, resolutions and follow up on key issues.
Provide technical expertise and platform leadership in solution management.
Drive automation initiatives.
Communicate regularly with internal customers to ensure that fixes, enhancements and initiatives meet business requirements and goals.
Supports business continuity planning and disaster recovery (BRP / DR) readiness.
Ensure that the ITIL practices are followed to help quality system support.
Participate in Operation Readiness and Maturity assessments.
Ensure that security policies and standards are applied to all the Production systems
Produces measures and KPI’s on system performance and availability.
Coordinate and plan production changes following formal change control process to minimize customer impact and to ensure SLA's are met.
Reviews project requests and confirm operation feasibility.
Ensure and participate in the project T2C to comply with the support requirements.
Coordinates resources requirements with project manager.
Coordinates, evaluates and partners with vendors to help in delivery.
Provide feasibility study and work estimates during project A&P.
Comply to change control and Release management procedures for all project production changes.
Liaison with other teams and technology vendors
Set priorities and requirements definition
On-time enhancements and upgrades delivery
Effective day-to-day functional and technical support
At least 10 years experience in Level 3 technical support environment
Education / Certification / Designation
Bachelor’s degree in Computer Science or equivalent field experience
ITIL Foundations 2011
General Skills and Competencies
Strong customer-service orientation
Able to communicate with senior management levels
Ability to communicate ideas in both technical and user-friendly language
Able to prioritize and execute tasks in a high-pressure environment
Solid problem-solving skills
High energy, entrepreneurial mind set
Engages and inspires passion motivates people
Tactful and exercises good judgment
Excellent written and oral communication skills
Excellent listening and interpersonal skills
Technical Skills / Knowledge
Computer Aided Dispatch (CAD)
Extensive background in train operations and signal communication.
Systems including CTC, ABS and Track Authority. Detail oriented.
Experience with safety critical system support.
Tooling and Monitoring
Experience in the installation, administration, customization, and troubleshooting of one or more of the following monitoring technologies : HP OMI and Dynatrace
Excellent knowledge of end to end monitoring.
SQL diagnostics, queries and reports
CN is an employment equity employer and we encourage all qualified candidates to apply. We thank all applicants for their interest, however, only candidates under consideration will be contacted.
Please monitor your email on a regular basis, as communication is primarily made through email.