City : North York

Category : Full-time

Industry : Finance

Employer : Sun Life Financial

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Enterprise Network Services provides an essential set of network and communication services to the Sun Life global community in support of business operations worldwide.  The Network team is accountable for the operation of all network and connectivity services which facilitate the Sun Life community to digitally interconnect a wide variety of devices; enabling data, voice and video communications with each other and with our customers, suppliers, Advisors and partners.

As a Network Operations Manager, reporting to the Director Network Operations, Enterprise Services your advanced technical problem solving skills are required in order to mentor technicians and sharpen their own problem solving skills. Expected problem solving capabilities include attributes such as:

• problem strategy development
• advanced problem management techniques (efficiently using all available resource, tracking and reporting etc)
• evaluation/feedback loop for problem management process improvement.

Typical problems solved at this level would include problems escalated from the technicians for failed end user hardware, local user software errors, single user virus incident remediation.

Accountabilities:

As a Technical Network Operations Manager you will lead a team of 10 to 12 global network operations technical analysts, ensuring that Project Management, Incident Management, Problem Management and Network Operations functions are focused and effective. Working under the direction of the Director of Network Operations the Manager will have the following accountabilities.

Project Tracking:

• Work with the Business Office, Engineering and Operational teams to ensure that project workflow is efficient and effective.
• While the Business Office provides detailed project management for implementations, patches, upgrades etc, you will be responsible for resource optimization, risk and schedule conflict mitigation, general project oversight, and prioritization.

Incident Management:

• Assist in any Network related incidents.
• Work with Major Incident Management to ensure incident resolution.
• Responsible for incident reporting.

Problem Management:

• Ensure Problem Management task documentation is complete, accurate and timely.
• Work to increase efficiencies within the Network team related to Problem Management processes.

Network Operations:

• Manage technical network operations staff using your technical network operations experience at leadership level.
• Work with Network Business Office on the Asset Management, Vulnerability Management and Audit programs.
• Contribute to Monthly Operational Report.
• Manage Jira dashboards.
• Examine the use of automated techniques and processes to drive efficiencies.

Competencies & Technical Skills:

• A prior or current enterprise network technical operations background.
• People and process leadership skills demonstrating integrity and professionalism with an ability to develop close relationships with team members in several locations globally
• Excellent analytical abilities and innovative problem-solving skills
• Advanced reasoning skills with the ability to define problems, evaluate trends in analytical data, establish facts, and draw supportable valid conclusions
• Demonstrated relationship management skills with an established track record of maintaining positive business relationships
• Experience in creating & managing business requirements, business processes and operational standards and procedures
• Excellent understanding of the Agile and Lean process framework
• Detail oriented and committed to meeting deadlines
• Must be flexible, dependable, and able to multi-task
• Stay calm in high risk, high pressure situations
• Thrive in a fast-paced environment.

General:

• Bachelor’s Degree in Science, or in Business or Arts with equivalent technical network operations management experience.
• Good knowledge of Word, Excel, PowerPoint, Sharepoint, Microsoft Project
• Excellent communication skills
• Works well under pressure
• Excellent time management and strong organizational skills
• Ability to effectively manage multiple priorities and meet numerous deadlines
• Ability to take initiative and work independently in an agile environment
• Strong problem solving and process improvement skills
• Aptitude and willingness to learn
• Ability to adapt well in ambiguous situations 
• Require partnership with other Sun Life teams

What’s in it for you?

• Great Place to Work® Certified in Canada and the US - 2022
• Great Place to Work® list for Best Workplaces for #HybridWork - 2022
• Named “Best Places to Work” by Glassdoor - 2021
• Canada Award for Excellence for Mental Health at Work - 2021
• Flexible hybrid work model including in-country work-from-home if you prefer. #LI-Hybrid.
• Pension, stock and savings programs to help build and enhance your future financial security
• Work and professional development that is united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
• A friendly, collaborative and inclusive culture
• Be part of our continuous improvement journey in developing the next greatest digital enterprise experience.
• Competitive salary and bonus structure influenced by market range data
• A common sense dress code, where you decide how you dress based on your day
• The opportunity to move along a variety of career paths with amazing networking potential

The Base Pay range is for the primary location for which the job is posted.  It may vary depending on the work location of the successful candidate or other factors.  In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance.  Certain sales focused roles have sales incentive plans based on individual or group sales results. 

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

Sun Life is committed to the health and safety of all those in our workplaces and our communities.  In accordance with Sun Life’s Vaccination Policy (Canada):

• Employees permitted to work remotely are required to be fully vaccinated against COVID-19 in order to attend a Sun Life office, Financial Centre or offsite location where activity related to Sun Life business occurs.

• Employees whose job duties require them to attend a Sun Life office, Financial Centre or offsite location for Sun Life business must be fully vaccinated against COVID-19 effective May 1st. Employees in these roles may participate in Sun Life’s Rapid Screening Program as an alternative until April 30th.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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