Capgemini Sr. IT Operations center Manager in ON, Canada

About Capgemini

With 180,000 people in over 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience at TM at , and draws on Rightshore at ® at , its worldwide delivery model.

Learn more about us at at .

Rightshore ® is a trademark belonging to Capgemini

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

General Accountabilities:

We are seeking an experienced professional that has managed a 7x24 manned operations center that monitors for alerts, after hours support calls, call outs to L3 resources for major incidents and managing major incidents. Potentially someone who has managed a 7 x 24 call center would be able to fill this position.

Pleas note that is NOT a data center manager role.

The employees managed are unionized employees so experience managing a unionized workforce is required.

As manager of the Toronto 7x24 operations center, you are responsible for all aspects of the operation of this center including people, processes and technology. This center is responsible monitoring (Network, Alerts and Alarms, Batch, Mainframe operations) as well as managing major incident and event management.

In this position, you will oversee the Infrastructure Operations Centre while complying with the Production Assurance processes (incident, problem and change management etc) while maintaining high quality of process & procedure to achieve agreed client SLA for batch management. Candidates should be able to provide Level 3 technical support.

Successful candidates should also have experience in driving operation transformation – identifying opportunities to eliminate, automate or streamline activities to drive efficiency and cost savings.

Specific Accountabilities:

  • Responsible for delivering activities assigned to his/her team on time, with quality and agreed resources;

  • Supervise and review operations center employees ;

  • Responsible for availability of resource;

  • Responsible of ROTA, Monthly Roster according to Collective Agreements;

  • Responsible for managing overtime costs;

  • Conduct shift turnover meeting(s) to review turnover information from operational staffs. Prepare shift roster for the team;

  • Manage quality of deliverables;

  • Mentor and lead team members to achieve team’s responsibilities;

  • Responsible for 1st level People Management activities;

  • Cultivate Knowledge sharing;

  • Establish a team environment and staff development programs to maintain a highly skilled and effective work team

  • Proactively manage staff performance to agree upon targets and accountabilities.

  • Ensure that staff members follow required administrative procedures and codes of conduct.

  • Review SLA/OLA to insure compliance, document exceptions, communicate and escalate as required;

  • Coordinate with third party vendors, if required to resolve critical issue;

  • Coordinate Level 2 and 3 support team and drive call for any issue, if required;

  • Communication with other Leaders / Service Delivery Manager/Client;

  • Ensuring incidents/SR/RFC and other production support tasks are delivered as per service requirements;

  • Identifying and driving process and procedure changes to meet cost constraints and reducing overtime costs

  • Maintain standard documentation in compliance with the Quality Management System;

  • Prepare qualitative and quantitative metrics to the management on monthly basis;

  • Represent the team during the client meetings / client visits;

  • Prepare & review plan to carry out special tasks as per client’s requirement.(like, Ad hoc requests, Quarterly/Yearly processing);

  • Financial accountability to meet the department's budget. Will be required to provide accurate forecasting on a monthly basis.

  • Provide analyses, assessments and recommendations for improving the efficiency, effectiveness and reliability systems for which they are accountable

Essential Knowledge, Experience and Qualifications

  • Demonstrated Managerial experience (as per above) as well as demonstrated leadership in development of subordinate staff.

  • ITIL certified;

  • Experience managing a 7x24 monitoring operation

  • Experience with unions and collective agreements is essential

  • Should have strong knowledge in Batch scheduling & management in at least 2 or more scheduling tools both in mainframe and open systems;

  • Strong written and oral communication skills; Good presentation skill;

  • Should have knowledge on mainframe or open systems or SAP;

  • 6-9 years’ experience in industry-standard monitoring / scheduling tools. Should have 2-3 years of team lead experience;

  • Demonstrated ability to develop and implement strategic plans and meet or exceed critical deadlines.

  • Analytical thinking - ability to understand a situation by segmenting and tracing implications step by step

  • Listening, Understanding and Responding - ability to accurately listen, understand and respond appropriately when interacting with individuals and groups

  • Team leadership - ability to take a role as leader of a team or other group; have ability to motivate teams to success

This experience and knowledge is generally acquired through a four-year university education in a field such as information technology or business administration. A period of from 10 - 12 years is considered necessary to gain this experience.

Job: Infrastructure

Organization: IS CAN

Title: Sr. IT Operations center Manager

Location: CAN-ON-Toronto

Requisition ID: 026241