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Supervisor, Technical Services - Command Center

Date: Nov 18, 2021

Location: Winnipeg, MB, CA, R3C-3P1 Toronto, ON, CA, M2P-2B7 Edmonton, AB, CA, T6E-6A8 Moncton, New Brunswick, CA, E1E-4R5 Vancouver, British Columbia, CA, V6J-4Y3 Saskatoon, SK, CA, S7H-0W5 Calgary, AB, CA, T2R-0E4 Kitchener, ON, CA, N2G-1H6

Company: Wawanesa Insurance

 

We’re proud to give our employees the flexibility to choose how and where they want to work. In this role, you will decide whether your preference is to work from home, work from the office or a hybrid of time spent at both. You may live and work anywhere that Wawanesa operates in Canada. 
 

Wawanesa Mutual Insurance is one of the largest property and casualty insurers in Canada with $3 billion in annual revenues and assets of more than $9 billion. Wawanesa Mutual, founded in 1896 with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon, and Wawanesa Life, which distributes life insurance products and services throughout Canada. With over 3,500 employees, Wawanesa proudly serves over two million policyholders in Canada and the United States. Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy.
 

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

 

Job Overview

Working under general supervision, this role contributes to Wawanesa’s success by ensuring the efficient operation of the Command Center/Network Operations Center, responsible for monitoring the enterprise Server, Network and Application environment.   Working closely with various support groups and driving the Command Center team to ensure quality service delivery, aiming to maintain superior production uptime. 

 

Job Responsibilities

  • Manage and coordinate the Command Center team responsible for monitoring server and network systems,  to ensure maximum possible service availability and performance
  • Coordinate Command Center requirements and activities with Technical, Infrastructure, Network and Application Services
  • Provide guidance and assistance to team members with troubleshooting and resolving more complex events or alerts, striving for 1st level resolution
  • Assist/participate in Incident Management activities, providing findings and updates to assist in the resolution of priority incidents
  • Review and document event and alerts and ensure the proper procedure and on call process is followed for such escalation
  • Update and maintain knowledge base articles of the department operational procedures
  • Ensure continuous improvement in all Command Center processes, providing recommendations for new or enhanced monitoring requirements
  • Maintain shift schedule for Command Center 24x7 team 
  • Maintain availability of on call support for Command Center staff
  • Ensure Service Level Agreements are maintained
  • Oversee and coach a team to ensure work environment is respectful, challenging, and rewarding and employees are maximized to their full potential while contributing to the achievement of the company's goals.
  • Contribute to departmental budget creation
  • Perform other duties as assigned

Qualifications

  • 5 years’ experience Supervising a Command Center or Network Operations Center (NOC) type environment
  • Degree in Computer Science and/or Technical certifications such as Cisco Certified Network Professional (CCNP) 
  • Knowledge and experience of system and network infrastructures such as LAN and WAN network technologies, server virtualization, enterprise storage area network (SAN) and backup, enterprise performance and fault monitoring tools.
  • Strong interpersonal skills to foster collaboration among team members and functional areas
  • Ability to work within a team atmosphere, making quality contributions and supporting fellow team members to ensure group objectives are met
  • Strong time management skills with the ability to handle changing priorities and fluctuating work volumes to meet priorities and deadlines
  • Willingness and ability to learn new products and network technologies quickly, often without the focus of formalized training.
  • Knowledge of the ITIL Framework is considered an asset
  • Knowledge and on hands experience with ServiceNow, and Event Management considered an asset

Wawanesa provides its employees with a respectful, challenging and rewarding environment where they can maximize their potential while contributing to the company’s goals. Our full-time permanent employees are provided with highly competitive compensation packages (salaries, generous vacation allowance, leave top up, annual bonus plan, premium free benefits and a pension plan). Wawanesa provides a stable environment for its employees in today’s challenging markets. 


Wawanesa is an equal opportunity employer and is committed to fostering a diverse workforce that is equitable and inclusive for all. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual’s protected status: race/ethnicity, colour, religion, creed, sex or gender, sexual orientation, gender identity or expression, family or marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status. Accommodations are available upon request throughout all aspects of the selection process. Candidates requiring accommodations may contact, in confidence, jobs@wawanesa.com.


If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.