Purpose of the RoleReporting to the Director, IT Infrastructure, Support and Cybersecurity, the incumbent will lead a team of Application & Integration Specialists to ensure effective support of the various business applications used across the organization.
Key Responsibilities- Supervise, coach and mentor the team to ensure integrations are proactively monitored and incidents are addressed within reasonable timelines and resolved at the source.
- Develop a strong understanding of the business processes across all business units, as well as the systems in place and their integrations.
- Manage the team's priorities based on the criticality of incidents and operational tasks.
- Coordinate major incident management by following established processes and ensuring timely communication with all stakeholders.
- Analyze incident trends to identify recurring issues.
- Promote the analysis and documentation of recurring incidents and participate in implementing corrective and preventive actions to reduce future occurrences.
- Collaborate with other IT team members to ensure application environments remain secure, stable and properly maintained.
- Build and maintain strong business relationships with external partners while ensuring compliance with company standards and procedures.
- Develop, monitor and report on team performance metrics.
- Ensure application and system documentation remains accurate and up to date.
- Contribute, together with the team, to various IT projects as required.
- Deliver a high level of customer satisfaction through quality service and support.
- Develop employee training plans and implement career development initiatives.
- Participate in an after-hours support rotation with other team members.
Your Profile- Inspirational Leadership and Collaboration: You inspire, coach and develop your team while fostering a collaborative, engaging work environment built on knowledge sharing and the achievement of common goals.
- Analytical Thinking and Problem Solving: You approach challenges with a structured mindset, quickly identify the root causes of incidents and implement sustainable solutions. You continuously seek opportunities to prevent recurring issues through continuous improvement.
- Business Acumen and Technological Agility: You understand the realities of the retail industry and the business processes that support day-to-day operations. You thrive in complex technology environments and leverage enterprise applications to meet business needs.
- Prioritization, Organization and Resilience: You effectively manage multiple priorities, make sound decisions based on business needs and maintain a high level of performance in a fast-paced environment where priorities can shift quickly.
- Customer Focus and Results Orientation: You are committed to delivering exceptional service and creating a positive experience for users. You stay focused on achieving team objectives while contributing to the organization's overall success.
- Communication and Influence: You communicate clearly and adapt your message to both technical and non-technical audiences. You build trusted relationships with colleagues, business partners and vendors while fostering collaboration across teams.
Qualifications- College diploma or university degree in Information Technology or a related field.
- 7 to 10 years of experience in Information Technology, with a focus on enterprise applications.
- Previous experience leading or managing a team.
- Experience working with integrated technology solutions.
- Bilingual in English and French, both spoken and written (the role requires communication with partners outside Quebec).
- Previous experience in a multi-store retail environment is considered a strong asset.
Permanent, Full-Time
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