PointClickCare is hiring a
Sr Manager, Applications Operations Engineering, Remote

Summary

The Sr. Manager, Application Operations Engineering position at PointClickCare is a leadership role responsible for overseeing a team that maintains and supports enterprise level systems. The role involves streamlining workflows, improving customer experience, and implementing efficient systems to enhance productivity and team performance.

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

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
• Lead and guide 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

Benefits

$145,000 - $160,000 a year