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Media Technology Support Manager

Tundra Technical Solutions

This is a Contract position in North Vancouver, ia posted October 4, 2021.

Media Technology Support Manager Come play a key role in building the future of Digital products Everyone wants to be part of a transformational team – and that’s exactly what we’re building.

A team that innovates and a team that wins.

Our client is committed to creating and growing teams that are digital-first, fast-moving and bold-thinking and are focused on delivering impact with everything they do.

Our impressive collection of assets includes media properties, sports teams, sports events & production, venues, e-commerce platforms and a close connection with our Connected Home and 5G Wireless team.

Collectively, we touch 30-million of Canadians every month Not only is our business strong, but so is our culture.

We genuinely care about each other and working in an environment that allows each of us to bring our best authentic selves to work.

That starts with our firm commitment to a diverse, inclusive and safe workplace.

We’re also dedicated to giving back by using our media megaphone to help Canadians who need it most.

Our team is All IN on diversity and inclusion.

As we grow our team, the well-being of our team members remains our top priority.

To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently.

Our client is seeking a Support Manager to manage a team that supports Media and Corporate applications and production environments.

This position reports to the Senior Manager, Media Technology Delivery at the downtown Campus.

Are you driven to lead a high-performing technical support team?

Are you an innovative thinker?

Do you have a track record of excellent service and project delivery?

If yes, then this position is for you.

Success in this role requires strong technical, relationship-building and communication skills, and good business acumen, including the ability to respond to the challenges of our dynamic media business with reliable and enabling technology.

What you will do….

Manage a high performing team that provides application technical support to internal customers, system administration responsibilities, system reliability and maintenance during working hours and on-call rotation basis Optimize existing and new systems to lower total cost of ownership and improve operations Measure and track operational metrics including performance and service level agreements Ensure team and vendors undertake incident root cause analysis to prevent recurrence Maintain best-in-class customer service practices Synthesize information into succinct and logical summaries and reports.

Oversee implementation of software and system upgrades into the non-production and production environments.

Manage vendors for support purposes and software changes as required Ensure effective document management, including the support knowledge base, testing guidelines, system documentation, requirements matrix, user stories, and design specification documents Collaborate closely with developers to meet deadlines and uphold quality, security and reliability standards.

Assist with acceptance testing, planning, execution, and coordination of system deliverables.

Manage post implementation support and review Serve as a single point of escalation for all incidents against the application portfolio Provide high quality internal, external, technology and business unit stakeholder communications.

Hire, train and coach technical support employees Provide support and mentoring to others in the team in a management capacity Contribute ideas and expertise towards technology selection and process improvement What you will bring….

Demonstrated leadership, coaching and mentoring skills University degree in Business, Computer Science or equivalent Proven ability to innovate, research as needed and have a solution mindset Prior experience with customer support and as an application specialist would be an asset Knowledge of sales and marketing applications such as Salesforce and data integration middleware would be valuable Experience with Windows and Linux (Red Hat) Administration and batch jobs Experience with SQL and Oracle databases, and high availability configurations Experience working with external software vendors Working experience with Business Process Management and Software Development Lifecycle methodologies (Waterfall and Agile) Ability to manage an application portfolio in a multi-tiered environment Familiarity with Jira, Confluence, Service Now and Application Performance and Monitoring Tools ITIL certification is nice to have Here’s what you can expect in return: A competitive salary and benefits that include access to their Employee Share Accumulation Program, Retirement Benefits and a variety of other perks Leadership who deeply cares about your development and long-term career A team that trusts and wants to win together Smart and accomplished colleagues who are focused on both the “what” and the “how” Flexibility to work from home even after the pandemic ends Your choice of hardware and software (iPhone or Android/Mac or PC etc.) As we grow our team, the well-being of our team members remains our top priority.

To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently