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IT Operations Team Lead at Grainger Canada

IT Operations Team Lead

Grainger Canada Markham, Ontario Full-Time
6P
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POSITION DESCRIPTION:

The primary responsibility of the IT Operations Team Lead is to ensure the smooth functioning and coordination of operations on a daily basis and to coordinate workload across resources to achieve SOX, PCI and KPI objectives. This is a hands-on position that not only requires the Lead to be an expert in their respective area of responsibility but also able to relate and communicate clearly with all levels of IT as well as business users.

KEY DUTIES AND RESPONSIBILITIES:

  • Ensuring optimum availability and performance of all production, testing and development environments, including systems performance and tuning, patch management, desktop/laptop imaging, security, data retention, recovery and DR.
  • Perform Capacity and Availability Planning. Managing all hardware/software installations and configuration changes and ensures that all changes adhere to configuration change management policies and procedures.
  • Manage local Service Desk and Request Management (RM) queue to ensure quality and timely fulfillment of all requests. Analyze, identify and respond with sensitivity to the system support needs of all internal users.
  • Prepare, maintain and provision policies and procedures related to production systems operations and compliancy requirements.
  • Coach and support the team in day to day activities by ensuring that processes are understood and team members are well trained in standard and updated work procedures.
  • Handle and help resolve escalated service desk/customer queries, problems and complaints within the team tasks; ensure escalation to second level if beyond the team's ability.
  • Implementing "best practice" and continuous improvement in the Data Centre.
  • Build relationships with global team members.
  • Back up immediate team member key duties as required.
  • Representing and coordinating SOX data gathering requirements



EXPERIENCE/QUALIFICATIONS:

  • Minimum 5 years of experience in an IT technical position with 3 or more years in a similar roll. Experience with coaching and developing a small team is preferred.
  • University degree in Computer Science or related experience.
  • Experienced with related technology such as Wintel (MS Windows 10, MS 2012+ Server, Citrix, thin-client) platform, Unix (SCO), VMWare, Exchange, BES, EMC SAN, VoIP, Networking, SQL Server, and ERP infrastructure.
  • Expert level skill and experience within ones area of responsibility.
  • Excellent project management, organizational and teamwork skills.
  • Work in a North American model support and representing local business needs.
  • Ability to work in a fast-paced work environment and an ability to prioritize tasks effectively
  • Excellent oral and written communication skills and respond quickly in emergency situations.

Grainger strives to be an employer of choice, to attract and retain top diverse talent, and to provide a safe and positive work environment for all of its team members. As part of Grainger hiring process, pre-employment background checks will be required for all external candidates. Internal candidates will be required to undergo a pre-employment background check when they move from a non-driving role to a driving role and/or a director role and above position.

In accordance with Performance Excellence guidelines, team members are encouraged to apply for positions closely matching their experience/background and that are aligned with their Individual Development Plan. Grainger is committed to the principles and practices of employment equity. We invite all qualified women and men, including persons with disabilities, visible minorities, and Aboriginal Peoples to apply for our career opportunities. Accommodations are available on request for all persons with disabilities taking part in the selection process.

 

Recommended skills

Information Security
Emergency Handling
Unix
Server (Computer Science)
Operations
Management
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