Manager Solution Management
CN
Edmonton, ALBERTA, Canada
14h ago

Job Summary

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.

Main Responsibilities

Leading Others

  • 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)
  • Operation Support

  • 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.
  • Delivery

  • 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.
  • Customer Satisfaction

  • 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
  • Experience

  • 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.

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