Manager- IT Operations Support

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The role requires building relationships with business and IT delivery partners and working closely with Account Managers to understand the business drivers and emerging needs for the respective accounts. This includes, identifying IT work, identifying resource requirements for baseline operational work (onshore/offshore), testing, training, and documentation.  The Support Manager will work closely with Business Analysts and Developers to ensure that the support is delivered efficiently and cost effectively while still maintaining IT governance practices on DE, Architecture Review, Business Continuity, Disaster Recovery, and SOX compliance.

What will you do?

• Provide guidance to the Business Partners where their plans involve information technology. Maintain effective communication channels with the Business Partners and Account management areas as well as other internal teams within Application Operations and Services
• Manage the implementation of new tools and processes with relevant Sun Life standards and guidelines related to the operational model instituted via Agile, DevOps and DE transformation
• Manage the day-to-day operational support of the Business partner’s applications. Primary escalation point for questions, concerns and/or prioritization decisions.  
• Manage IT staff for operational support with a wide range of skill levels and a diverse set of technologies.
• Transform and lead AOS GRS support activities as part of the AOS Digital Enterprise program
• Provide guidance and support to the business units to ensure adherence to Sun Life standards for end user computing needs.
• Build and maintain strategic partnerships with key stakeholders to facilitate the effective delivery of operating model and support structures
• Participate as required to ensure project delivery is successful and transitions to support effectively delivered.  This may include providing project leadership and/or Subject Matter Expert accountabilities.
• work with different user groups with varying levels of web savvy, including staff and partners.
• Ability to multi-task and work with internal and external clients.
• Ability to set goals and work with minimal supervision.
• With assistance of the Director, manage budgets, as well as demand and supply challenges
• Act as a primary contact to the disaster recovery testing coordinator
• Manage the standards and procedures for implementing production changes using Sun Life guidelines for change management to ensure reliability, stability, integrity, and security.
• Active participant in incident, problem, and change management processes
• Participate in disaster recovery tests and engage business partners
• Prepare monthly team reports for IT management, Account Management and clients.
• Maintain effective communication channels with the account management areas as well as other internal teams within Application Operations Services and Digital Solutions.
• Understanding of underlying technologies including:  Mainframe, Java, Javascript, .Net, SharePoint, Web Services, APIs, MQ, cloud solutions and relational databases.

What will you need to succeed?

• Minimum of 10 years of progressive information technology experience.
• Experience in management of workload, hiring, team building and relationship management.
• Excellent communication, presentation, interpersonal, negotiation, facilitation, influencing, and organization skills.
• Exposure to IT operations.
• Knowledgeable about organizations and their culture and understands the reasoning behind key policies, practices and procedures
• Has broad understanding of the business and the business of an IT delivery team
• Drives for results and as such can be counted on to meet or exceed goals successfully.
• Knowledgeable about how the organization works and knows how to get things done both through formal channels and informal networks
• Strong business focus, passion for the challenges of our partners, and commitment to meet expectations of business and internal partners.  Must be able to grasp complex financial concepts and be able to apply these concepts in a systems context.  
• Facilitate the discovery of alternatives and drives decision-making to closure and action
• Works effectively and efficiently in a virtual, multi-site environment

Assets:

• Project Management experience
• Production support experience
• Business knowledge of the DC retirement business
• Experience with Distributed Java, .Net and Mainframe technologies
• Understanding of Sun Life’s business
• University degree/Diploma in Business/Computer Science or equivalent work experience.
• Understanding of ITIL, DevOps, Agile, Lean, Six Sigma and Service Management principles

Notes/Unique requirements:

• Occasional weekend work in support of project implementations or production issue resolution
• Occasional on call work to support clients/team.
• Occasional inter office travel.
• Enhanced reliability clearance required

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.  

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to [email protected].

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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