Senior IT Operations Manager in Welland

Location: Welland

Lead IT operations and reliability initiatives at 's Welland location, with required travel to Toronto. Elevate service quality, manage incidents, and enhance cyber readiness while driving reliability across platforms.

As the Senior Manager of IT Operations & Reliability, you will directly influence service excellence and operational maturity. This role demands extensive experience in incident management, ITIL practices, and technology operations, particularly in a regulated environment. You'll lead the Help Desk team, ensuring effective recovery strategies and operational support while implementing innovative automation and AI solutions.

Key Responsibilities:

• Oversee all Help Desk services, including incidents and access management

• Define and enforce SLAs across service tiers

• Lead end-to-end incident response, managing major outages

• Establish and monitor SLOs for core services with Engineering

• Introduce and maintain ITIL practices and KPI frameworks

Requirements:

• 7+ years in IT support or service operations management

• Experience in incident response and outage management

• Strong knowledge of reliability practices like SLIs/SLOs

• Hands-on experience with Jira Service Management

• ITIL 4 Foundation certification preferred

Enhance operational resilience and drive service excellence within 's vital IT infrastructure.
#J-18808-Ljbffr