IT Operation Manager

at  Bond Brand Loyalty Inc

Bond is proudly recognized as a Great Place to Work and Best Managed Company. We’re 800(ish) people working tirelessly together to make the world a more loyal place. You’ll be joining a hyper-talented team with a galaxy of skill sets ranging from research to creative to digital and beyond. You’ll have an excellent opportunity to grow, learn and make an impact as we tackle some of our client’s biggest business challenges.
At Bond, we are proud to be a diverse organization and we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly create equal opportunity and positive employment experiences for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and people with intersectional identities.
Please connect with our People & Values team should you require any accommodation.
We are seeking an IT Operation Manager to join our dynamic team. The purpose of this role is to effectively and efficiently triage, prioritize, allocate, and manage incidents and issues through the digital engineering, infrastructure, and Infosec teams, ensuring that all queries are resolved following best practices and meeting SLAs. You will also develop and implement best operational practices for the application support team.

What You’ll Do:

• Lead and manage the day-to-day operations of the cloud application support team, ensuring continuous availability and performance.
• Coordinate people involved in the BAU operations program management process, ensuring process alignment and efficient resolution.
• Prioritize incidents according to their urgency and impact on the business.
• Build, mentor, and lead a high-performing team of cloud operations professionals, fostering a culture of collaboration, innovation, and excellence.
• Manage business as usual (BAU) requests and incidents, ensuring first call resolution and effective ticket hygiene and closure.
• Perform BAU ticket triage, provide incident support and ad hoc audit support, and identify opportunities to automate processes.
• Support reported service incidents, ensuring that all resolutions are tracked and communicated through to resolution including incident reports and RCA.
• Provide digital support, issue resolution, and guidance on existing client solutions.
• Contribute to Bond’s Digital Strategy by maintaining current knowledge of leading-edge digital solutions and recommending development opportunities.
• Prepare documentation aligned with the process framework and best practices to build a knowledge base.

What You Bring to the Role:

• Experience in handling incident situations with exposure to all basic ITIL processes.
• Advanced knowledge of current digital technologies and applications hosted on Azure cloud and Databricks
• Supervisory or team lead experience in a technical support field.
• Knowledge of risk management, configuration management, and some exposure to infrastructure basics is a plus.
• Strong project management and team leadership skills.
• Solid grasp of ITIL process and ITIL certification (at least ITIL Foundation).
• Strong written and verbal communications skills.
• Comfort in working within an agency environment.
• A Computer Science Degree or related field.
• Self-direction with the ability to function in a deadline-driven environment with minimal supervision.
• 3+ years’ experience managing people in a related field and working in Agile project management frameworks.
• Ability to work after hours in a 24/7 support environment.

What You’ll Do:

• Lead and manage the day-to-day operations of the cloud application support team, ensuring continuous availability and performance.
• Coordinate people involved in the BAU operations program management process, ensuring process alignment and efficient resolution.
• Prioritize incidents according to their urgency and impact on the business.
• Build, mentor, and lead a high-performing team of cloud operations professionals, fostering a culture of collaboration, innovation, and excellence.
• Manage business as usual (BAU) requests and incidents, ensuring first call resolution and effective ticket hygiene and closure.
• Perform BAU ticket triage, provide incident support and ad hoc audit support, and identify opportunities to automate processes.
• Support reported service incidents, ensuring that all resolutions are tracked and communicated through to resolution including incident reports and RCA.
• Provide digital support, issue resolution, and guidance on existing client solutions.
• Contribute to Bond’s Digital Strategy by maintaining current knowledge of leading-edge digital solutions and recommending development opportunities.
• Prepare documentation aligned with the process framework and best practices to build a knowledge base

What You Bring to the Role:

• Experience in handling incident situations with exposure to all basic ITIL processes.
• Advanced knowledge of current digital technologies and applications hosted on Azure cloud and Databricks
• Supervisory or team lead experience in a technical support field.
• Knowledge of risk management, configuration management, and some exposure to infrastructure basics is a plus.
• Strong project management and team leadership skills.
• Solid grasp of ITIL process and ITIL certification (at least ITIL Foundation).
• Strong written and verbal communications skills.
• Comfort in working within an agency environment.
• A Computer Science Degree or related field.
• Self-direction with the ability to function in a deadline-driven environment with minimal supervision.
• 3+ years’ experience managing people in a related field and working in Agile project management frameworks.
• Ability to work after hours in a 24/7 support environment