Service Assurance Manager, Cloud
Apply NowCompany: CentriLogic
Location: Mississauga, ON L4T 4M6
Description:
Service Assurance Manager, Cloud
Do you demand the best from your professional career? Are you inspired by excellence? At Centrilogic, you will have the power to make a real impact. Come and join us in our mission to help companies become better digital versions of themselves.
PURPOSE AND OBJECTIVES
Over nearly 15 years, we've become a premier global provider of multicloud management, cloud-native application development solutions, and strategic end-to-end digital transformation services.
Headquartered in Canada and with regional headquarters in the U.S., India and the United Kingdom, Centrilogic delivers smart, streamlined solutions to clients worldwide.
The Service Assurance organization is committed to the success of our customers through outstanding technical support. We are not merely a Call Centre! We actively investigate customer issues by mastering diverse technologies and by working intensively with the products we offer. We measure our success by customer satisfaction.
EXPECTATIONS AND TASKS
Among other responsibilities, you should expect to do many of the following:
Strategic Partnership - business acumen and ability to inspire others
Work directly with the VP of Service Assurance on strategic projects connected to the organizational goals.
Provide goals for your team members which clearly show a link between their success and that of Service Assurance organization and Centrilogic.
Foster an environment of Psychological Safety where failures are treated as learning opportunities.
Role model, behaviors, policies and procedures to ensure team members are compliant on Centrilogic and Service Assurance processes.
Be transparent in your decision making e.g.: clear and fair promotion and career progression decisions.
Tech Whisperer Behavior - translate IT to business people and business imperatives to engineers
Ensure employee development plans are documented in BambooHR and regularly reviewed with your team members (at least once a month).
Provide clear and timely feedback to your employees regarding their performance and development (bi-weekly or at least once a month).
Regular alignment to ensure good cooperation with leaders of all departments (e.g.: Practice Teams, Service Management Office, Service Delivery Managers, Sales, Project Management Office, etc.).
No Stone Unturned Mindset - challenge each other to think outside of the box
Create best practices for your team in your own responsibility area that help Service Assurance move towards ITIL v4 (Information Technology Infrastructure Library) best practices in problem and incident management.
Efficient resource allocation within own responsibility area based on empirical data and not merely anecdotal evidence.
Foster a preventive and proactive mindset in the Support teams.
Billable Mindset - focus on value added services and revenue expansion opportunities
Host or co-facilitate presentations and/or meetings with customers (i.e.: managers, directors, stakeholders, senior analysts, etc.).
Ensure achievement of both team Key Performance Indicators as well as overall Service Assurance organizational KPI's (i.e.: SLOs, SLAs, etc.).
Work on our IT Service Management solution (ServiceNow) to promote a Knowledge Centered Support strategy within the organization.
Customer First Approach - keep the promise and act with out customers best interest in mind
Balance queue and incident management with training and development opportunities for your staff.
Ensure compliance and improvement of all mandatory Centrilogic and Service Assurance processes and training.
Safeguard engineers proactively act on alarms detected in our monitoring infrastructure i.e.: Logic Monitor, Azure, Zerto, etc.
Act as a point of contact for escalations related to complex technical issues, ensuring internal stakeholders and customers are kept up to date with incident resolution progress.
Coordinate with Account Teams, ITSM Queue Leads, Service Assurance and Practice (Delivery / Engineering) teams to ensure timely resolution.
Participate in post-incident reviews (PIRs) and contribute to the improvement of incident management processes.
Be part of a small, tight-knit team of professionals
Working collaboratively on customer-oriented projects.
Learn new skills and technologies that will open paths to many new possible careers. The learning never ends - you are expected to continuously learn and up-skill during your time here.
Get the small startup feel with enterprise backing.
Innovate and prototype new tools that will help Centrilogic run simple. Anything you can think of to make the business run better will get Centrilogic support.
Join the Centrilogic Family and become an ambassador for the Service Assurance Organization.
EDUCATION
University degree or College diploma program in Computer Science, Business and Technology, Information Systems or related areas.
SKILLS AND COMPETENCIES
Required:
5+ years of leadership experience in a cloud technology or Managed Services Provider (MSP) or telecommunications/network environment.
Knowledge of business and technology processes.
Proven track record of escalation management experience.
Excellent Critical Thinking and Emotional Intelligence skills.
Ability to communicate effectively at different levels - direct-reports, peers, ELT and C-level.
At least two of the following subject matters:
(Preferable) Intermediate knowledge of Hosting, VPS, Public or Private cloud services (Microsoft Azure, Amazon Web Services - AWS, Oracle Cloud Infrastructure - OCI, Google Cloud Platform - GCP, etc.)
(Preferable) Basic knowledge of any IT Infrastructure Monitoring system (Logic Monitor, ScienceLogic, SolarWinds, etc.)
Basic knowledge of DevOps / Kubernetes.
Basic knowledge of any Backup / Disaster Recovery solutions (CommVault, Zerto, etc.).
Basic knowledge of any Firewall and Security tools (Fortinet, Firepower, NetGear ProSAFE, etc ).
Basic knowledge of any Network technology (Cisco, Juniper, VMWare, Dell EMC, etc.)
WORK EXPERIENCE
5+ years of experience in the technology/cloud or telecommunications/network field.
Experience leading a Service / Cloud Operations Center or Mission-Critical Control team is a plus.
Foosball, ping pong and/or pool skills are not required but appreciated
LOCATION
Centrilogic offices - Toronto (Downtown) and Mississauga (Tranmere)
Hybrid work (max 3 days in the office)
Do you demand the best from your professional career? Are you inspired by excellence? At Centrilogic, you will have the power to make a real impact. Come and join us in our mission to help companies become better digital versions of themselves.
PURPOSE AND OBJECTIVES
Over nearly 15 years, we've become a premier global provider of multicloud management, cloud-native application development solutions, and strategic end-to-end digital transformation services.
Headquartered in Canada and with regional headquarters in the U.S., India and the United Kingdom, Centrilogic delivers smart, streamlined solutions to clients worldwide.
The Service Assurance organization is committed to the success of our customers through outstanding technical support. We are not merely a Call Centre! We actively investigate customer issues by mastering diverse technologies and by working intensively with the products we offer. We measure our success by customer satisfaction.
EXPECTATIONS AND TASKS
Among other responsibilities, you should expect to do many of the following:
Strategic Partnership - business acumen and ability to inspire others
Work directly with the VP of Service Assurance on strategic projects connected to the organizational goals.
Provide goals for your team members which clearly show a link between their success and that of Service Assurance organization and Centrilogic.
Foster an environment of Psychological Safety where failures are treated as learning opportunities.
Role model, behaviors, policies and procedures to ensure team members are compliant on Centrilogic and Service Assurance processes.
Be transparent in your decision making e.g.: clear and fair promotion and career progression decisions.
Tech Whisperer Behavior - translate IT to business people and business imperatives to engineers
Ensure employee development plans are documented in BambooHR and regularly reviewed with your team members (at least once a month).
Provide clear and timely feedback to your employees regarding their performance and development (bi-weekly or at least once a month).
Regular alignment to ensure good cooperation with leaders of all departments (e.g.: Practice Teams, Service Management Office, Service Delivery Managers, Sales, Project Management Office, etc.).
No Stone Unturned Mindset - challenge each other to think outside of the box
Create best practices for your team in your own responsibility area that help Service Assurance move towards ITIL v4 (Information Technology Infrastructure Library) best practices in problem and incident management.
Efficient resource allocation within own responsibility area based on empirical data and not merely anecdotal evidence.
Foster a preventive and proactive mindset in the Support teams.
Billable Mindset - focus on value added services and revenue expansion opportunities
Host or co-facilitate presentations and/or meetings with customers (i.e.: managers, directors, stakeholders, senior analysts, etc.).
Ensure achievement of both team Key Performance Indicators as well as overall Service Assurance organizational KPI's (i.e.: SLOs, SLAs, etc.).
Work on our IT Service Management solution (ServiceNow) to promote a Knowledge Centered Support strategy within the organization.
Customer First Approach - keep the promise and act with out customers best interest in mind
Balance queue and incident management with training and development opportunities for your staff.
Ensure compliance and improvement of all mandatory Centrilogic and Service Assurance processes and training.
Safeguard engineers proactively act on alarms detected in our monitoring infrastructure i.e.: Logic Monitor, Azure, Zerto, etc.
Act as a point of contact for escalations related to complex technical issues, ensuring internal stakeholders and customers are kept up to date with incident resolution progress.
Coordinate with Account Teams, ITSM Queue Leads, Service Assurance and Practice (Delivery / Engineering) teams to ensure timely resolution.
Participate in post-incident reviews (PIRs) and contribute to the improvement of incident management processes.
Be part of a small, tight-knit team of professionals
Working collaboratively on customer-oriented projects.
Learn new skills and technologies that will open paths to many new possible careers. The learning never ends - you are expected to continuously learn and up-skill during your time here.
Get the small startup feel with enterprise backing.
Innovate and prototype new tools that will help Centrilogic run simple. Anything you can think of to make the business run better will get Centrilogic support.
Join the Centrilogic Family and become an ambassador for the Service Assurance Organization.
EDUCATION
University degree or College diploma program in Computer Science, Business and Technology, Information Systems or related areas.
SKILLS AND COMPETENCIES
Required:
5+ years of leadership experience in a cloud technology or Managed Services Provider (MSP) or telecommunications/network environment.
Knowledge of business and technology processes.
Proven track record of escalation management experience.
Excellent Critical Thinking and Emotional Intelligence skills.
Ability to communicate effectively at different levels - direct-reports, peers, ELT and C-level.
At least two of the following subject matters:
(Preferable) Intermediate knowledge of Hosting, VPS, Public or Private cloud services (Microsoft Azure, Amazon Web Services - AWS, Oracle Cloud Infrastructure - OCI, Google Cloud Platform - GCP, etc.)
(Preferable) Basic knowledge of any IT Infrastructure Monitoring system (Logic Monitor, ScienceLogic, SolarWinds, etc.)
Basic knowledge of DevOps / Kubernetes.
Basic knowledge of any Backup / Disaster Recovery solutions (CommVault, Zerto, etc.).
Basic knowledge of any Firewall and Security tools (Fortinet, Firepower, NetGear ProSAFE, etc ).
Basic knowledge of any Network technology (Cisco, Juniper, VMWare, Dell EMC, etc.)
WORK EXPERIENCE
5+ years of experience in the technology/cloud or telecommunications/network field.
Experience leading a Service / Cloud Operations Center or Mission-Critical Control team is a plus.
Foosball, ping pong and/or pool skills are not required but appreciated
LOCATION
Centrilogic offices - Toronto (Downtown) and Mississauga (Tranmere)
Hybrid work (max 3 days in the office)