PointClickCare is hiring a
Sr Manager, Applications Operations, Remote - Worldwide

Summary

The Sr. Manager, Application Operations Engineering role at PointClickCare involves leading a team responsible for maintaining enterprise level systems. The position requires a strategic thinker with a track record of improving operational efficiency and leading successful teams. The role is remote and offers a salary between $150,000 - $172,000.

Requirements

• Bachelor's degree in business, operations management, computer science, engineering, a related field or equivalent work experience
• Minimum 10 years of experience with at least 5 years in a senior operations management role leading a highly effective operations team in the IT industry
• ITIL V3 foundation certification, Related Certifications
• Experience and certification in Salesforce Cloud and integrations, and NetSuite
• Familiar with scripting and other automation applications
• Knowledge and experience of the following applications: Salesforce CPQ, Sales Cloud, Experience Cloud, Revenue Cloud, Marketo, Hubspot, Zuora, Gainsight, Kantata (Kimble), NetSuite, Boomi, Conga etc
• Experience using a ticketing system like ServiceNow, ZenDesk or JIRA Service Desk
• Strong understanding of, and experience with, IT Service Management best practices including Incident Management, Problem Management and Change Management
• Excellent analytical, problem-solving abilities, and root cause analysis skills
• Industry leader in ITIL and DevOps best practices
• Experience delivering SaaS services at scale in a cloud environment

Responsibilities

• Develop and implement incident/problem management processes
• Targeted improvement to customer experience through facilitating root cause analysis, customer impact, remediation plan and lessons learned on major incidents and collaborating with other teams and external partners to fix issues and provide stability for supported applications
• Drive results by leading and guiding the day-to-day team activities to triage and resolve incidents, enhancements, project requests and other application requests from customers in a timely manner
• Guarantee prompt delivery and top-notch quality for customer requests through the implementation and ongoing enhancement of lead time, SL(A/O/I) and customer satisfaction scores
• Develop/improve, monitor and implement after hours support process for the team and be available as the first escalation contact for after-hours support for critical requests