Manager, IT Production Support

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*** This is a temporary full-time position for one year (paid on salary) ***

Manage a team responsible for Application Production Support & Control. Provide technical expertise, advice and leadership to 4 to 5 Team Leads and collaborate / engage with up to 3 or 4 internal / external 3rd party vendors.

Develop and maintain communication linkages and relationships both internally with WSIB Business Solution Services, Service Management, Infrastructure and Security teams and externally across 3 to 4 Third Party vendors.

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About the job

-Plan, manage and control the activities of the Production Application Support which includes annual planning of projects and priorities, identifying resource requirements, allocating work, recruiting, establishing performance objectives, conducting performance reviews, and providing guidance and feedback to staff. This includes:

• Providing technical expertise and direction to staff when required
• Identifying and addressing blockers, inefficiencies and other issues to effective service delivery
• Participating as a member of the Branch's management team in the development of branch goals and objectives in support of the divisional and corporate goals and objectives

- Develop and maintain effective communication linkages and relationships internally with WSIB Business Solution Services, Service Management, Infrastructure and Security teams and externally with 3 to 4 Third Party vendors to discuss and resolve issues, and exchange information of mutual concern.

- Develop and administer section operating budget, authorize expenditures and report on variances from approved plan. Recommend expenditures outside budget for approval and ensure risk management, quality management and continuous improvement systems are established to analyze and evaluate the effectiveness and cost benefit of services and programs. Provide Service Line support to various IT business facing groups. Meet with IT partner teams to review the requirements for any service requests and provide on-going progress status updates of the service requests:

• Create and update a service line scorecard report
• Monitor and prevent unplanned outages or service disruptions
• Oversee checkpoint monitoring, capacity planning and performance tuning
• Plan and conduct preventative maintenance activities such as patches, upgrades, capacity
• Assure availability, performance, security and reliability of application in production

- Respond to incidents and problem escalation that may happen anytime 7x24.
• Ensure appropriate support personnel are available to enable service restoration based on unplanned service disruption or errors.
• Provide continuous monitoring and support of the problems, attend conference calls with Incident Management, WSIB support personnel and external service providers.
• Perform Root Cause Analysis for recurring application related service outages

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What you bring to the team

Job Requirements:

• University degree in Computer Science
• ITIL v3 Certification
• 10+ years direct experience in software development and/or programming design and systems management
• 8 years supervisory/management experience fostering growth and development through motivation and direction.
• Technical knowledge with hands on experience managing system development in a multi-platform environment;
• Full understanding of Software Development Life Cycle (SDLC), ITIL, Agile methodologies, Kanban, and other project management principles;
• Experience leading Application and Integration (both JavaEE and .NET technologies), Middleware, Database, Information Management teams: IT Operations;
• Expert understanding of Object Oriented Analysis and Design and Service Oriented Architecture;
• Knowledge of system and software quality assurance best practices and methodologies including automated software and system management tools;

Nice to Have:

• Knowledge of WSI Act, Provincial Offences Act, Freedom of Information and Protection of Privacy Act, Personal Information and Electronic Documents Act, Federal Privacy Act, Occupational Health and Safety Act, Income Tax Act;
• Understanding of integration technologies based on Web Services, FTP/S, HTTP/S, SOAP, XML, HTML;
• Understanding of High Availability concepts;
• Familiarity with the following operating systems: AIX, Linux, Mainframe, Windows
• Ability to troubleshoot production problems in the real time;
• Exceptional communicator, with experience in customer management of multiple client groups, vendors, and business partners internal and external

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Additional information:

Note:

• This posting is for an organization that is not a part of the Ontario Public Service. The information and tips on the Ontario Public Service Careers website may not apply to this posting. Please use the contact information below to contact the organization directly if you have questions.

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Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.

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