Solution Manager Production Support & Quality Assurance Services will be leading on a day-to-day basis an assigned portfolio of branch operations and governance responsibilities to deliver high level of quality, availability, reliability and performance for WSIB’s outsourced and managed services.
Accountable on an ongoing basis for shaping the short-term plans and long-term strategy aligned with the broader IT roadmap for assigned service portfolio and responsible for providing input into the overall divisional strategies including further optimization opportunities including outsourcing of existing or new services.
Maintain a holistic view of all BAU work items and IT/Corporate projects under the assigned portfolio of services and manage ongoing deliverables, priorities, challenges, resources allocation, conflicts, and govern the suppliers in the delivery of the technical solutions.
Works with Managers and Directors to build and maintain collaborative, trusting relationships with internal and external stakeholders as well as strategic vendors/suppliers to ensure the appropriate design, installation, configuration, maintenance, support and optimization of new and existing processes, strategies and/or solutions.

INTERNAL STAKEHOLDERS

• Engage with Leads, Managers & Directors, as appropriate, to develop a positive relationship, set clear expectations, and maintain communication with clients and peer groups within the WSIB ITC organization.
• Proactively seeking client feedback on satisfaction level of services and remediate delivery gaps for assigned portfolio within the Branch.
• Manage issue resolution and communication of results to groups within the WSIB ITC organization.
• Oversee and provide system and financial consumption information to consumers and provide recommendations on further optimization of outsourced and managed services opportunities.

1) Education requirements:

• Bachelor’s Degree in Computer Science and/or Information Technology (or equivalent education and work experience
• Industry relevant education or certificates (e.g. ITIL, Dev Ops Certification, Microsoft Azure, Certified Software Test Professional (CSTP), Certification for Foundation Level Extension – Agile Tester, AWS, IBM, Oracle)

2) Experience:

Minimum Experience Required

• 9+ years of work experience related to Production Support & Quality Assurance Services
• 9+ years’ experience related to Release Management, Quality Assurance, Production Readiness or Application Support services with 2+ years of experience in a leadership role
• Minimum 5 years’ experience in Release Management, Quality Assurance, Production Readiness or Application Support management, project management, financial management, and/or vendor/supplier management
• 2+ years of experience with end-to-end delivery or operations accountability
• Demonstrated experience in improving the efficiency and effectiveness of IT service delivery
• Demonstrated experience leading complex IT projects involving internal and external stakeholders
• Demonstrated experience, and achievements with three or more of the following area specific technologies (Release Management technologies: Jenkins, GITHUB, BITBUCKET, SMARTSHEET, JIRA ITIL Windows, UNIX, Release and Deployment Automation tools; Quality Assurance technologies: Windows, UNIX, Mainframe, Middleware, Database, Automation, Test Data Management, QA Testing/Automated Tools; Production Readiness & Application Support technologies: Windows, UNIX, Mainframe, Middleware, Database, Enterprise Backups, Automation, Security