Senior Manager Systems Support Analysis

Required skills

Leading a team of high-performance Business Analyst and Business Support Associates, Mentoring and supporting staff level (6-7), Defining and driving team’s technology vision and an executable roadmap for your applications, Acting as the primary escalation point for complex issues and approving critical resource decisions, Driving process improvements and supporting the implementation of changes across systems, technology, and operations, Representing the team in critical forums and contributing insights that influence business strategy and operational priorities, Promotes diversity and inclusion by cultivating a collaborative, multicultural environment across global teams, Leading end-to-end Incident Management, Oversees Root Cause Analysis and drives remediation planning to prevent recurrence and enhance system stability, Manages daily technology support operations, Guides and supports team members in ticket handling, scope clarification, and coordination with IT&S partner groups, Leads self-directed enhancement projects and continuous improvement initiatives focused on service excellence and operational efficiency, Oversees production health checks activities, Provides senior-level backup for management duties, Manages staff performance, development, and engagement

Preferred skills

Technologies

ServiceNow, SLAs, incident management, root cause analysis, ticket management, troubleshooting, IT&S partner groups

Responsibilities

Ensuring timely, secure resolution of incidents by mobilizing appropriate resources and communicating effectively with senior stakeholders in a clear, business-oriented manner, Ensuring consistent Cheque Technology Service Delivery, after hour support adherence to SLAs, continuous improvement in support practices, Enhancing the stability and reliability of technology platforms and associated business processes, Guiding data collection, conducting incident trend analysis, overseeing Root Cause Analysis to identify systemic issues and implement preventative measures that protect business continuity

Seniority

Senior Manager

Domain

Technology, Incident Management, Regulatory Compliance, Service Delivery, Business Process Improvement