12/23/2020
Lead, IT Production Services: Job Ref› 57343, Location› Toronto, ON, CA, Job Description› An excellent contract opportunity in the banking sector in Toronto, the Lead,
IT Production Services will have solid experience in Production Control,
Desktop Support and Service Desk. To be successful in the role, the incumbent
will have experience in delivering stable and cost-effective operations that
support the organization s infrastructure, and services. This role operates
within a shared service delivery model where some services are delivered
through an outsourced I.T. environment and other services are being delivered
with in-house resources.
Responsibilities/Duties
> Responsible for scheduling of I.T. production support staff
> Helps to establish and monitors key performance indicators, taking
effective action where results are below SLA targets
> Manages over night batch processing and daily scheduled I.T. Systems
Operations
> Leads second level (desktop support) and Manages IT Service Desk
> Oversees the management of service desk tickets, implements service level
objectives and reporting
> Leads the creation of service level objectives and reporting as required
> Responsible for Incident, Change and Problem Management
> Ensures that effective ITIL-based best practices are maintained for
interactions with support vendors
Minimum Requirements
> University Degree in a technical or business discipline with minimum 7 to
10 years of related experience
> 5 years experience in a specialist role in a 24x7 operating environment
> Good knowledge of human resources management principles
> Previous experience managing a Service Desk
> Experience applying ITIL best practices is essential
> Experience managing or delivering I.T. services and operations within
outsourced services environment
> Knowledge of and demonstrated ability in core competencies including
leadership, people management, strategic, teamwork, adaptability, problem
solving, judgement and decision making
> Bilingualism (English/French) communication skills are a strong asset
Other
> On call availability
> After hours and weekend implementations management and coordination
To apply, please quote the job reference code # 57343
(please attach resume in MS Word format if possible)
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