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VP, Technical Operations & Support – based in Markham, Ontario
Position Summary
The Vice President of Technical Operations & Technical Support is a seasoned leader responsible for the seamless, secure, and reliable support of our mission-critical software applications and employee systems. This leader will drive the strategy and execution of all technical operations (infrastructure and application support, incident management, company and employee systems support) and technical support functions (Customer Support, L2/L3 support teams). The core objective is to ensure optimal system performance and superior customer and employee satisfaction and retention, leveraging data-driven insights and a culture of continuous improvement.
Key Responsibilities
Compensation:
Position Summary
The Vice President of Technical Operations & Technical Support is a seasoned leader responsible for the seamless, secure, and reliable support of our mission-critical software applications and employee systems. This leader will drive the strategy and execution of all technical operations (infrastructure and application support, incident management, company and employee systems support) and technical support functions (Customer Support, L2/L3 support teams). The core objective is to ensure optimal system performance and superior customer and employee satisfaction and retention, leveraging data-driven insights and a culture of continuous improvement.
Key Responsibilities
- Strategic Leadership: Develop and execute a comprehensive technology operations and support strategy that aligns with overall business goals and objectives.
- Operational Excellence & Reliability: Oversee the design, planning, implementation, and maintenance of support systems and tools to automate and make effective our tech ops and support processes using tools such as Jira Service Management.
- Customer Support & Experience: Define and implement world-class incident management and customer support strategies and service level agreements (SLAs), ensuring high customer satisfaction and retention for our mission-critical applications.
- Team Management & Development: Build, mentor, and lead high-performing, globally located level one, level two and incident management support teams, fostering a culture of accountability, responsiveness and technical growth.
- Process Improvement: Drive continuous improvement of our products and processes via thorough RCA analyses, implementing best practices and frameworks such as ITIL for IT Service Management (ITSM).
- Operational Excellence: Enforce Service Level Objectives (SLOs) and key Performance Indicators (KPIs) for API’s applications, leading incident management, post-mortems, and proactive measures to ensure 24/7 reliability, effectiveness, and performance
- Cost Optimization: Develop and manage the infrastructure budget, implementing FinOps practices and optimizing AWS resource usage for cost-efficiency.
- Demonstrated success in managing high-volume, 24x7 production environments and leading significant cloud migration or modernization initiatives.
- Cross Team Collaboration: Partner with application engineering, product, and business leaders to ensure product stability and employee systems meet and exceed business and client needs.
- Education: A Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field is required; a Master's degree (related field or MBA) is highly preferred.
Experience:
- Typically 15+ years of progressive experience in IT operations, employee systems administration, and/or technical support, with at least 5 years in a senior leadership/executive role.
- Deep experience with employee enablement tools including Microsoft suite of employee enablement products such as 365, Entra, Teams and others.
- Proven track record of managing globally distributed technical teams within a SaaS or enterprise software environment.
- Extensive experience with cloud computing and infrastructure management
Skills:
- Exceptional leadership, problem-solving, and decision-making abilities.
- Strong strategic thinking and project management skills.
- Excellent communication skills, with the ability to convey complex technical information to non-technical stakeholders and executive leadership.
- Deep understanding of enterprise architecture, system design, and software development lifecycle principles.
- Hands-on expertise in AWS services and architecture (e.g., EC2, S3, VPC, RDS, Lambda, IAM, CloudWatch, Route 53).
- Leading infrastructure engineering for mission critical applications requiring high stability, reliability and performance.
- Familiarity with ITSM platforms and data analytics tools for performance monitoring
Compensation:
The good faith compensation for this position is $180,000 - 200,000 CAD, commensurate with experience.
What you need to know about the Toronto Tech Scene
Although home to some of the biggest names in tech, including Google, Microsoft and Amazon, Toronto has established itself as one of the largest startup ecosystems in the world. And with over 2,000 startups — more than 30 percent of the country's total startups — Toronto continues to attract new businesses. Be it helping entrepreneurs manage their finances, simplifying business operations by automating payroll or assisting pharmaceutical companies in launching new drugs, the city's tech scene is just getting started.
