Senior Manager, Enterprise Applications Support – Northwestel

GENERAL ACCOUNTABILITY

Reporting to the Director, Information Technology, this position leads the Applications Support team in the service lifecycle management of Northwestel’s Enterprise Applications. This position leverages Information Technology Infrastructure Library (ITIL) practices and guides the team in Incident Management and Change Management, Information Security practices, operational maintenance routines, vendor management, business request fulfillment, application releases, system upgrades and evolution.

With leadership and vision, the Senior Manager contributes to the Business Support Systems (BSS) evolution path, by maintaining oversight of application health and supplier-driven lifecycle and influencing change in response. This role contributes to planning Northwestel’s integrated IT evolution, that reflects a simplified and resilient architecture. Management activities include prioritization and balancing of team production and project work commitments, building and managing operational and capital project budgets and determining the most cost-effective means for delivering robust and secure business services to customers using information technology applications.

This position has the following direct reports:

Application Service Managers (2), who lead teams of Business Systems Analysts, Database Administrators, Enterprise Application Support Technicians and Software Quality Assurance Technicians;

IT Application Implementation Managers (2).

KEY ACCOUNTABILITIES

Lead a team of technical professionals, providing direction, coaching, and performance management to ensure the professional success of those reports and the achievement of individual performance objectives, supporting the strategic direction and objectives of the business unit.
Work in conjunction with business stakeholders to develop and execute plans for the improvement, implementation, installation and maintenance and removal of IT systems, according to business needs and system lifecycle.
Research new technologies and develop specifications for their incorporation into evolution plans, capacity management and resource allocation, to meet the current and future operational needs of the Company.
Champion ITIL best practices within the EAS team, to perform Change Management, Incident Management and provisioning activities to deliver optimal service to external and internal customers.
Champion Information Security best practices within the EAS team, to undertake application coding activities according to defined Secure Development procedures and identify and remediate application vulnerabilities in a timely manner with minimal customer and user impacts.
Provide cost estimates and transition plans for replacement of existing technologies, equipment and other resources based on age, ROI and capacity to meet the future needs of the Company.
Negotiate vendor contracts and manage vendor relationships to deliver services that support business needs and adhere to Information Security policies and guidelines. This includes contracting with external providers to support the delivery of business services and completion of projects, ensuring all work is in accordance with contract agreements, specifications and approved budgets.
Develop and manage operating and capital budgets and projects in accordance with Company policies and practices.
KNOWLEDGE AND COMPETENCIES REQUIRED

Bachelor’s Degree in Computer Science, Information Technology or a related discipline.

Minimum Seven (7) years experience leading a technical team, preferably within the Telecommunications and/or Information Technology industries, demonstrating a focus on coaching, individual professional development and maintaining a positive team environment.

Experience managing projects related to the strategic technology evolution of the organization with exceptional time management, organizational, analytical and documentation skills.

Ability to build and maintain collaborative relationships utilizing excellent communication and interpersonal skills.

Experience in effective vendor management, including vendor relations and negotiating skills to holding vendors accountable.

Experience balancing conflicting priorities between resourcing projects to meet deliverables and supporting daily business operations.

Exceptional internal and external Customer Service focus and ability to prioritize and support the team with various customer requests.

Tenacity and drive to initiate and facilitate cross-team planning, problem solving and operational improvements

ITIL training and hands-on experience with Change Management, Incident Management and Release Management are definite assets.

Experience working in a multi-faceted Information Security environment, including the deployment of applications and upgrades using Secure DevOps practices, is important in this role.

Demonstrated experience with all Microsoft Office Applications (Excel, Word, PowerPoint).

Experience in working in a Microsoft Office 365 environment would be an asset.

Familiarity with Disaster Recovery and Business Continuity concepts, online backups, capacity management, remote access technologies as well as with major database platforms,

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are an Indigenous person, a woman, a person with a disability, or a visible minority if they wish to receive hiring preference.

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