Service Operation Supervisor
Sony Imageworks
Vancouver, BCThis was removed by the employer on 3/26/2024 10:58:00 AM PST
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Full Time Job
Sony Pictures Imageworks is located on the unceded traditional territory of the Musqueam, Squamish, and Tsleil-Waututh First Nations. We are committed to respecting traditional lands, and working with communities towards reconciliation
Benefits per company policy: include healthcare, tuition reimbursement, RRSPs, Sick and Vacation leave, standard increases as applicable
Job Summary
As the Service Operation Supervisor, you will be responsible for managing and overseeing the day-to-day operations of the Service Ops team. You will ensure that all technical support requests and incidents are handled efficiently and in a timely manner. This will include the installation and/or removal of infrastructure components and systems, configuring network components and resolving issues, maintaining appropriate levels of systems software and performing some security related work. Your responsibilities will also include leading technical projects on behalf of your team and acting as a liaison between L1-Support, Project Management & Engineering.
Additionally, you will work closely with the management team to identify and implement process improvements to enhance the overall customer experience. Crucial to this role is the ability to communicate and articulate both requirements and challenges to multiple stakeholders. Experience leading a mid-level technical team is highly desirable for this position.
Education
, Qualifications and Experience
Formal Education
• Bachelor’s degree, with a preference for Computer Science, Engineering or other technical degree.
Professional Certifications
• ITIL Foundations would be desirable
Experience
• Familiarity with Python/Bash Scripting
• 4-5 years of experience working as an engineer or technical lead , preferably in a Media related industry
• 4-5 years of PC/Mac/Linux/Network/Server related experience
• Project management experience as a project lead or contributor
• Strong customer service and communication skills
• Strong leadership skills and ability to manage and mentor a team
• Experience with ITIL or other IT service management frameworks is a plus
Skills
and Responsibilities
IT Infrastructure
• Provides technical expertise to enable the correct application of operational procedures.
• Contributes to the planning and implementation of infrastructure maintenance and updates. Implements agreed infrastructure changes and maintenance routines.
• Uses infrastructure management tools to determine load and performance statistics. Configures tools and/or creates scripts to automate the provisioning, testing and deployment of new and changed infrastructure. Maintains operational procedures and checks that they are executed following agreed standards.
• Investigates and enables the resolution of operational issues. Provides reports and proposals for improvement, to specialists, users and managers.
Problem Management
• Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
• Ensures that such problems are fully documented within the relevant reporting systems.
• Enables development of problem solutions. Coordinates the implementation of agreed remedies and preventative measures.
• Analyses patterns and trends and improves problem management processes.
Systems Installation and Removal
• Takes responsibility for installation and/or decommissioning projects.
• Provides effective team leadership, including information flow to and from the customer during project work.
• Develops and implements quality plans and method statements.
• Monitors the effectiveness of installations and ensures that appropriate recommendations for change are made.
Availability Management
• Provides advice and guidance on the planning, design and improvement of service and component availability.
• Investigates all breaches of availability targets and service non-availability and initiates remedial activities.
• Assists with developing plans for disaster recovery together with supporting processes.
• Manages the testing of disaster recovery plans.
Supplier Management
• Collects supplier performance data and investigates problems.
• Monitors and reports on supplier performance, customer satisfaction, adherence to security requirements and market intelligence. Validates that suppliers’ performance is in accordance with contract terms.
• Engages proactively and collaboratively with suppliers to resolve incidents, problems, or unsatisfactory performance.
• Implements supplier management-related service improvement initiatives and programmes.
Application support:
• Ensures that all requests for support are dealt with according to set standards and procedures.
• Drafts and maintains procedures and documentation for applications support.
• Manages application enhancements to improve business performance.
• Advises on application security, licensing, upgrades, backups, and disaster recovery needs.
Testing
• Selects appropriate testing approaches, including manual and automated testing.
• Develops and executes test plans and test cases. Implements scalable and reliable automated tests and frameworks.
• Collaborates across parties involved in product, systems or service design and development to enable comprehensive test coverage. Identifies improvements in requirements, design or specification processes to increase the effectiveness and efficiency of testing.
• Analyses and reports on test activities, results, issues and risks, including the work of others.
Performance management
• Forms, maintains and leads workgroups and individuals to achieve organisational objectives.
• Determines and delegates objectives and task responsibilities to individuals or teams â€'' including people management responsibilities as appropriate. Sets the quality, performance and capability targets in line with organisational goals. Monitors performance and working relationships and provides effective feedback to address individual issues.
• Encourages individual development of skills and capabilities in line with team and personal goals. Facilitates the development of individuals by adjusting workload, targets, and team capacity.
• Plays an active role in formal organisational processes such recruitment, reward, promotion and disciplinary procedures.
Knowledge management
• Develops and implements knowledge management processes and behaviours.
• Provides advice, guidance, and support to help people to adopt and embed knowledge management. Contributes to the definition of policies, standards, and guidelines for knowledge management.
• Evaluates and selects knowledge management methods and tools. Promotes collaborative technologies, processes and behaviours to facilitate sharing of ideas and work-knowledge.
• Shares ideas and examples of existing practices. Implements knowledge management at programme, project and team level.
Project management
• Defines, documents and executes small projects or sub-projects.
• Works alone or with a small team actively participating in all phases of the project. Applies appropriate project management methods and tools. Identifies, assesses and manages risks effectively.
• Agrees project approach with stakeholders and prepares realistic project plans (including scope, schedule, quality, risk and communication plans). Tracks activities against the project schedule, managing stakeholder involvement as appro
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