Position - Operations Manager

Location - Toronto, ON

Full Time Role

Leading technical implementations including to cloud and vendor managed environments Leading operational readiness, and experience transitioning from implementation into day 2 operations/run Technical writer for operational guides, runbooks, and knowledge bases Change lead in enterprise change management (ServiceNow) Demonstrated ability to align to expected standards and procedures Excellent communication and presentation skills, experience presenting to leadership and management Technical writer for operational guides, runbooks, and knowledge bases Problem solving skills Hands on troubleshooting using enterprise monitoring and logging tools (Splunk, Dynatrace, Empirix) Application support including monitoring and log analysis for JAVA applications like CCSI and TelAgent Contact Centre technologies Genesys Engage/Cloud CX/CCaaS, Oracle SBCs, Cisco CUCM, Verint WFO, NLU/NLP Enterprise desktop environment, deployment tools and monitoring knowledge (SCCM, GPOs, login and startup scripts, profiles, security, patching) Cloud connectivity and cloud services (Microsoft Azure, Google GCP) Networking including Aruba, GlobalProtect, VPN, and Citrix (Wireshark and troubleshooting techniques) Historical reporting solutions including data marts, data warehouse, ETL, Feedhub, and reporting tools