Site Manager
Long View Systems, Canada

• Monitor Service Level Agreement performance to ensure that Long View is meeting or exceeding our agreements, while constantly striving for excellence
• Act as a Managed Services Subject Matter Expert and primary Long View contact for the assigned clients to provide status updates, support escalations and communicate concerns or general service-related information
• Maintain a strong relationship with the assigned Client Services Manager and Sales within the branch
• Interact with employees at the client site as well as with Service Desk team members and project teams to help resolve issues or to introduce improvements
• Own and enforce the accuracy of the subscribed services within the Managed Assets list
• Safeguard the client infrastructure and data by understanding and complying with client access guidelines and process
• Understand the client’s backup and recovery requirements and communicate them to Operations
• Own the Change Request coordination and facilitation by reviewing risk, business outcome and schedule the timing of RFCs, and manage the client approval process
• Safeguard the clean state of operational documentation and upload to client document repository
• Act as the first point of contact for client service escalations
• Own the entire incident lifecycle for desk-side incidents, as well as SLA performance
• Champion client-facing service transition activities and participate in transition of new or modified services
• Prepare Major Incident Reportsand present to the client weekly/monthly reports (as needed, depending on the client side)
• Bring forth to the client any infrastructure performance and capacity trends or statuses that may require attention
• Inform Sales about any business opportunities that may arise within the client account

• A technical foundation with a high-level understanding of the core technologies comprising the client infrastructure, which may include the following:
• * Windows server and Active directory
• * Virtualization (server, desktop, application)
• * Linux, UNIX server
• * Network infrastructure
• * Infrastructure security
• * Cloud technologies (Azure, Google or Amazon AWS)
• * Converged or Hyper-converged infrastructure
• Ability and willingness be part of an on-call rotation and to act as the point of escalation to the team member on-call
• A full understanding of the escalation process (how, when, what to expect, techniques)
• Good understanding of the current state of the Managed Services portfolio, as well as operational and service management practices and processes at Long View
• Strong leadership presence
• Ability to understand client needs and translate them to effective solutions that deliver explicit business value
• Ability to effectively communicate complex concepts and solutions to different audiences with different technical backgrounds and through various presentation formats

• ITIL or ITSM certifications
• Experience with managed services clients in the financial (banking) industry

• Career growth Permanent staff positions, paid training, career life planning, and relocation and travel opportunities
• Interesting work Be part of exciting projects while accessing all the latest technologies
• Comprehensive benefits package from day one
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