Manager, Business Technology Operations
Aon Corporation is the leading global provider of risk management services, insurance and reinsurance brokerage, and human resource consulting and outsourcing. We work on two of the most critical issues today: Risk and People. Through its more than 59,000 colleagues worldwide, Aon delivers distinctive client value via innovative and effective risk management and workforce productivity solutions. The firms that are changing our world are Aon Clients.
Aon Reed Stenhouse is the Canadian risk management arm of Aon. In Canada, Aon Reed Stenhouse’s roots go back to 1850. We have a staff of over 1,300 insurance and risk management professionals in 26 offices across Canada and are the only international brokerage firm with full service offices in almost every province and territory.
This role is responsible for managing IT operations support for ARS Canada, including application support and infrastructure operational activities dedicated to ARS applications and services. The Manager of Business Technology Operations is responsible for service support and delivery management within ARS in order to establish a central coordinating agency for IT operations in ARS Canada. This role represents the IT support function of ARS Canada in dealings with customers, IT teams, outsourced partners and other key stakeholders.
Responsibilities
- Lead a team of IT applications and operations support employees and/or partners, proactively mitigating risk and managing planned and unplanned activities across the ARS applications environment, including underlying infrastructure.
- Manage the team responsible for system changes and application support activities including coding, testing, debugging and documenting programs utilizing standard operational procedures.
- Responsible for the delivery of Tier 2 application support, collaborating in an integrated support model with the Canada Helpdesk, third party technical partners, the Canada infrastructure team and other local and global application team members.
- Manage and implement change requests and minor system fixes and enhancements resulting from incidents and IT service requests.
- Own compliance activity, including Sox controls and testing participation.
- Own operational relationship with third party support vendors.
- Develop, manage to and report on service levels and metrics related to IT support and application performance.
- Interface, coordinate and prioritize incident and problem management activities with internal ARS IT team members and key IT partners and vendors (Verizon, Telus, CSC, GPG, Infosys, Avanade, etc.).
- Ensure unplanned outages and incidents are managed efficiently to minimize restoration times, providing timely communications as part of incident and problem management teams.
- Investigate the root cause of application and/or infrastructure incidents and failures to proactively mitigate future customer affecting events and ensuring best in practice service assurance processes.
- Partner with infrastructure service owners to ensure coordination of resolutions with vendors.
- Monitor business systems and infrastructure operations and initiate proactive communication and remediation of critical issues and/or outages within the IT environment.
- Complete Incident Management and Helpdesk ticket trend analysis to identify, facilitate and track targeted support actions.
- Service delivery ownership in the areas of capacity, availability and service level management.
Qualifications:
- Experience working within and managing teams focused on infrastructure and application support environments.
- Demonstrated ability to manage 3rd party vendors and partners to defined service levels.
- Ability to prioritize support efforts based on business requirements, impacts and criticality.
- Excellent communication and interpersonal skills.
- Excellent business acumen.
- Ability to lead, coach, motivate, inspire and influence.
- Ability to accomplish results through others.
- Exceptional critical thinking and problem solving skills
- Strong collaboration skills and experience working with all levels of the organization.
Aon offers competitive compensation, exceptional benefits, continuing education and training, and tremendous potential with a growing worldwide organization.
Aon's professionals are unwavering in their client focus and integrity. We promote professional development and apply a disciplined, non-bureaucratic approach to help our clients realize their business potential. Drawing on our experienced team as a competitive advantage, Aon employees have the freedom to take risks, foster innovation, champion for change and replicate best practices.
Aon is an equal opportunity employer and is committed to a diverse workforce.
For more information about Aon, visit www.aon.ca
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