Enterprise Architect POD Leader
Location: Toronto/GTA, Ontario
Job Category: Business Process
Number of Positions: 2
Company URL: www.jolera.com
Enterprise Architect POD Leader
Jolera is a full spectrum, enterprise-wide technology solutions provider that has been in the IT business since 1999. We deliver end-to-end solutions: application innovations, systems integration services, hardware and software, and managed services including computer facilities management, application management and life cycle management services. We deliver professional services to clients across Canada, USA, Mexico, and the Caribbean. We offer a full benefits program, including a vision care program, and dental care.
The Enterprise Architect POD Leader is the senior representative of the Jolera support model, and is key to delivering best in class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbal and electronically. They have the ability to judge priorities, and multitask to ensure all customers receive a consistent level of assistance and customer service. They lead by example, and inspire confidence in their customers and team members alike.
The Enterprise Architect POD Leader will;
Ensure all assigned requests are responded to and dealt with as per Jolera and customer standards.
Using personal/team knowledge and the customers engagement model they will ensure all reasonable attempts to process and close requests directly and as per SLA.
Confirm/audit all PODs issues and requests are captured and closed via the CRM ticketing system to Jolera standards of detail and quality.
Escalates tickets to appropriate resources based on defined escalation process.
Escalates high profile issues to the Chief Operating Officer for appropriate handling and routing.
Ensure knowledge transfer of multiple systems and processes by properly documenting all systems, architecture, and credentials within Jolera systems and regularly audits for accuracy.
Actively monitor POD teams customer systems/services and Joleras internal services via Jolera Hostmon system.
Recommend upgrades and changes to customer systems to ensure stability, security, and added functionality.
Authors and Performs RFC approved systems modifications and reboots.
Monitors and audits customer backup success, ensure email notifications and appropriately document.
Schedules team members to ensure all customer visits, projects and emergencies are handled as per contract.
Regularly visits all customer sites and confirms assigned work completed to Jolera standards and in a timely manner.
Escalation point for all customer concerns, escalations, and planning issues.
Assist senior management in stability of customer contracts, and actively participates in portfolio growth.
Supervises and shadows Engineers for correctness of work, and knowledge transfer.
Ensures customer portals are updated with systems documentation, RFCs and backup logs as per schedule.
Follow all other processes and quality standards as assigned by the Chief Enterprise Architect and Executive Director, Operations.
Participates in weekly update and planning senior meetings with Executive Director, Operations.
Engages POD team by holding weekly teleconferences to impart knowledge transfer, and plan customer work.
Participates in project management office planning meetings as required, and provides status updates of active deployments.
Actively assists Manager, Service Desk with escalations and problem resolution as per EDO process.
Ensures availability in a 24x7 environment to assist Service Desk Queue, Engineers and customers with escalation path.
University degree or equivalent
6-10 years of previous senior engineer/leader experience working in a technology/systems department directly supporting customers.
Demonstrated expert level working knowledge of networking technologies and business applications.
Demonstrated ability to perform and supervise systems discoveries, and plan/supervise implementations.
Strong written and communication skills
Strong interpersonal skills
Strong organizational and planning skills
Intermediate level staff and technical supervisory skills.
Ability to assume responsibility for multiple concurrent issues, applying appropriate prioritization.
Ability to work well with people from many different disciplines with varying technical abilities
High attention to detail.
Strong documentation skills.
Strong overall communication skills and can make a significant contribution to Joleras success.
Generalized end user training.
Understands the concepts of team building and can apply them
Ability to communicate technical concepts and issues to non-technical individuals
Demonstrated technical leadership.