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Randstad Logo Randstad · IT - Administration

Sr Manager- Operations Support

Canada, Mississauga 61.19 - 67.99 USD / Hour · Job Posted July 04, 2026
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Job Description

Our client, is seeking a high-caliber Operations Support Senior Manager. In this critical technology leadership role, you will define and execute a modern operating model, overseeing production support, proactive maintenance, functional enhancements, and end-to-end incident management across a sophisticated, multi-channel enterprise contact center infrastructure (spanning voice, chat, email, SMS, and digital fax channels). Operating in a high-urgency, fast-paced corporate environment, you will manage tier-1 vendor delivery, govern financial budgets, and act as a strategic operational partner to business unit executives to ensure high system uptime and exceptional customer experiences.

Job Responsibility

  • Lead and oversee real-time production issue resolution, including coordinating tactical command center activities during critical technical disruptions
  • Ensure clear, highly structured, and timely communication to all business and technology stakeholders during and after service outages
  • Direct deep-dive root cause analysis (RCA) and deliver comprehensive post-incident compliance reviews to leadership
  • Manage day-to-day production operations for unified communications and telephony, ensuring high availability, system redundancy, and platform performance
  • Oversee the architectural development and deployment of technical solutions, including configuring and optimizing new Interactive Voice Response (IVR) call flows
  • Manage incoming service requests from various business lines to deliver system enhancements and scale enterprise platform integrations
  • Oversee external production support teams, manage strategic vendor relationships, and monitor vendor performance against strict contract agreements
  • Hold vendors accountable for delivery quality, enforce Service Level Agreements (SLAs/OLAs), and manage escalation pipelines
  • Provide strategic insights, project roadmaps, platform health metrics, and clear executive summaries to senior business and technology stakeholders
  • Lead, mentor, and build a high-performing operations support squad, fostering a culture of technical accountability, psychological safety, and continuous improvement
  • Develop and manage the technology unit's operational budget, providing complete transparency regarding financial expenses to participating business lines
  • Drive cost optimization initiatives, negotiate competitive vendor pricing models, and monitor software asset and resource utilization

Requirements

  • Minimum 9+ years of progressive professional IT Operations experience specifically within an enterprise Contact Center / Telephony environment, supplemented by 6+ years of direct people management experience
  • Deep technical knowledge of unified communications, telephony systems, and multi-channel engagement routing (Voice, Chat, Email, SMS)
  • Proven experience leveraging standard incident management monitoring tools and IT Service Management (ITSM) frameworks (e.g., ServiceNow, Jira, ITIL foundations)
  • Solid understanding of modern core network infrastructure, cloud-based architectures (CCaaS solutions), and enterprise web service integrations
  • Excellent analytical capabilities with a demonstrated history of parsing system performance metrics, diagnosing configuration breaks, and implementing proactive stability solutions
  • Strong background in corporate vendor management, including reviewing commercial contracts, optimizing asset pricing, and managing capital/operational budgets
  • Bachelor's degree in Information Technology, Computer Science, Telecommunications, Network Engineering, Business Administration, or a related equivalent field

Nice to have

  • Direct IT operations experience within the healthcare, pharmaceutical, or medical services sectors
  • Background operating as an IT management consultant within major enterprise environments
  • Practical integration experience linking contact center technology with Salesforce CRM workflows
  • Functional or academic exposure to automation tools, AI bots, speech analytics, and business intelligence visualization dashboards
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