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      • East York, Ontario
      • Permanent
      Perform controlled incident resolution including prioritization and escalation, involvingbusiness and technology partners as appropriate. Strive to improve production environment stability by working with others to set up,maintain and monitor applications and systems, while meeting availability targets. Provide prompt, effective day-to-day support, accurately identify and resolve issues,perform controlled and timely incident resolution all while making client satisfaction atop priority. Research system issues and opportunities, recommend changes, oversee execution, keepaccurate documentation. Gain understanding of technical aspects of project and break-fix development related toapplications, advise developers and solution designers. Use meaningful metrics to monitor environment performance. Improve performance and resource utilization by assessing and analyzing opportunities tooptimize the operational environment. Follow established processes/standards, business technology architecture, risk andproduction capacity guidelines; plan, monitor and escalate issues as required. Identify/implement process improvements to enhance revenue, customer experience andreduce costs. Support business case development, RFI/RFP and SLAs with vendors.AdvantagesInspire a positive work environment and help champion quality, innovation, teamworkand service to the business. Learn voraciously, stretch your thinking,ResponsibilitiesPerform controlled incident resolution including prioritization and escalation, involvingbusiness and technology partners as appropriate. Strive to improve production environment stability by working with others to set up,maintain and monitor applications and systems, while meeting availability targets. Provide prompt, effective day-to-day support, accurately identify and resolve issues,perform controlled and timely incident resolution all while making client satisfaction atop priority. Research system issues and opportunities, recommend changes, oversee execution, keepaccurate documentation. Gain understanding of technical aspects of project and break-fix development related toapplications, advise developers and solution designers. Use meaningful metrics to monitor environment performance. Improve performance and resource utilization by assessing and analyzing opportunities tooptimize the operational environment. Follow established processes/standards, business technology architecture, risk andproduction capacity guidelines; plan, monitor and escalate issues as required. Identify/implement process improvements to enhance revenue, customer experience andreduce costs. Support business case development, RFI/RFP and SLAs with vendors.QualificationsUndergraduate Degree or Technical Certifications 5-7 years relevant experience in incident management Experience with ServiceNow, ITIL, Webex, Microsoft Collaboration tools is an asset Strong communication skills with ability to lead and facilitate meetings and incident calls Adeptness at assessing and extracting required details, while keeping stakeholdersinformed Ability to work independently in a senior/lead role on a diverse range of tasks and may berelied upon to coach/ educate others. Ability to remain calm and focused in high pressure environments Team player – ability to collaborate with peers and support partners High comfort level in leading the triage of highly complex and/or comprehensiveapplications/systems and/or business lines Strength in identifying root causes and implementing targeted and controlled remediationplans. Readiness to review, participate in and implement procedures. Strength in consulting with other functional areas to provide technical expertise on areaof specialization by acting as a reference on technology, trends and processes related toyour own area. Willingness to work effectively as a team, helping others to resolve critical service issues. Leadership in enhancing knowledge/expertise in TD services, applications, infrastructure,analytical tools and techniques that can contribute to effective solutiondevelopment/delivery. Interest and drive to enhance knowledge/expertise by staying abreast of industry andbusiness trends, research industry standards, best practices and new innovations, makerecommendations. Confidence acting as a reference for team members or clients.SummaryIT Application Support covers business segment CIO technology areas or shared servicestechnology functions. These experts interact closely with those within the InfrastructureTechnology Solutions space. With a heightened focus on developing, implementing standardsupport models and processes using industry best practices, this role is responsible for productionsupport, troubleshooting incident and problem management, service transition, IT changemanagement and deployment and release management.Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.
      Perform controlled incident resolution including prioritization and escalation, involvingbusiness and technology partners as appropriate. Strive to improve production environment stability by working with others to set up,maintain and monitor applications and systems, while meeting availability targets. Provide prompt, effective day-to-day support, accurately identify and resolve issues,perform controlled and timely incident resolution all while making client satisfaction atop priority. Research system issues and opportunities, recommend changes, oversee execution, keepaccurate documentation. Gain understanding of technical aspects of project and break-fix development related toapplications, advise developers and solution designers. Use meaningful metrics to monitor environment performance. Improve performance and resource utilization by assessing and analyzing opportunities tooptimize the operational environment. Follow established processes/standards, business technology architecture, risk andproduction capacity guidelines; plan, monitor and escalate issues as required. Identify/implement process improvements to enhance revenue, customer experience andreduce costs. Support business case development, RFI/RFP and SLAs with vendors.AdvantagesInspire a positive work environment and help champion quality, innovation, teamworkand service to the business. Learn voraciously, stretch your thinking,ResponsibilitiesPerform controlled incident resolution including prioritization and escalation, involvingbusiness and technology partners as appropriate. Strive to improve production environment stability by working with others to set up,maintain and monitor applications and systems, while meeting availability targets. Provide prompt, effective day-to-day support, accurately identify and resolve issues,perform controlled and timely incident resolution all while making client satisfaction atop priority. Research system issues and opportunities, recommend changes, oversee execution, keepaccurate documentation. Gain understanding of technical aspects of project and break-fix development related toapplications, advise developers and solution designers. Use meaningful metrics to monitor environment performance. Improve performance and resource utilization by assessing and analyzing opportunities tooptimize the operational environment. Follow established processes/standards, business technology architecture, risk andproduction capacity guidelines; plan, monitor and escalate issues as required. Identify/implement process improvements to enhance revenue, customer experience andreduce costs. Support business case development, RFI/RFP and SLAs with vendors.QualificationsUndergraduate Degree or Technical Certifications 5-7 years relevant experience in incident management Experience with ServiceNow, ITIL, Webex, Microsoft Collaboration tools is an asset Strong communication skills with ability to lead and facilitate meetings and incident calls Adeptness at assessing and extracting required details, while keeping stakeholdersinformed Ability to work independently in a senior/lead role on a diverse range of tasks and may berelied upon to coach/ educate others. Ability to remain calm and focused in high pressure environments Team player – ability to collaborate with peers and support partners High comfort level in leading the triage of highly complex and/or comprehensiveapplications/systems and/or business lines Strength in identifying root causes and implementing targeted and controlled remediationplans. Readiness to review, participate in and implement procedures. Strength in consulting with other functional areas to provide technical expertise on areaof specialization by acting as a reference on technology, trends and processes related toyour own area. Willingness to work effectively as a team, helping others to resolve critical service issues. Leadership in enhancing knowledge/expertise in TD services, applications, infrastructure,analytical tools and techniques that can contribute to effective solutiondevelopment/delivery. Interest and drive to enhance knowledge/expertise by staying abreast of industry andbusiness trends, research industry standards, best practices and new innovations, makerecommendations. Confidence acting as a reference for team members or clients.SummaryIT Application Support covers business segment CIO technology areas or shared servicestechnology functions. These experts interact closely with those within the InfrastructureTechnology Solutions space. With a heightened focus on developing, implementing standardsupport models and processes using industry best practices, this role is responsible for productionsupport, troubleshooting incident and problem management, service transition, IT changemanagement and deployment and release management.Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.

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