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Enterprise Architect / POD Leader

Location: Toronto/GTA, OntarioJob Category: Business Process

Industry: ConsultingNumber of Positions: 2

Company URL:www.jolera.com

Enterprise Architect POD Leader

Description

Jolera is a full spectrum, enterprise-wide technology solutions provider that has been in the

IT business since 1999. We deliver end-to-end solutions: application innovations, systemsintegration services, hardware and software, and managed services including computerfacilities management, application management and life cycle management services. We

deliver professional services to clients across Canada, USA, Mexico, and the Caribbean. We

offer a full benefits program, including a vision care program, and dental care.

The Enterprise Architect POD Leader is the senior representative of the Jolera support

model, and is key to delivering best in class resolutions for our customers and theiremployees/members. The incumbent will demonstrate confident and appropriatecommunication skills both verbal and electronically. They have the ability to judge priorities,

and multitask to ensure all customers receive a consistent level of assistance and customer

service. They lead by example, and inspire confidence in their customers and teammembers alike.

The Enterprise Architect POD Leader will;

Ensure all assigned requests are responded to and dealt with as per Jolera and customer

standards. Using personal/team knowledge and the customers engagement model they will ensureall reasonable attempts to process and close requests directly and as per SLA. Confirm/audit all PODs issues and requests are captured and closed via the CRM ticketing

system to Jolera standards of detail and quality. Escalates tickets to appropriate resources based on defined escalation process. Escalates high profile issues to the Chief Operating Officer for appropriate handling and

routing.

Ensure knowledge transfer of multiple systems and processes by properly documenting allsystems, architecture, and credentials within Jolera systems and regularly audits foraccuracy.

Actively monitor POD teams customer systems/services and Joleras internal services viaJolera Hostmon system.

Recommend upgrades and changes to customer systems to ensure stability, security, andadded functionality.

Authors and Performs RFC approved systems modifications and reboots. Monitors and audits customer backup success, ensure email notifications and

appropriately document.

Schedules team members to ensure all customer visits, projects and emergencies arehandled as per contract. Regularly visits all customer sites and confirms assigned work completed to Jolera

standards and in a timely manner.

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Escalation point for all customer concerns, escalations, and planning issues.

Assist senior management in stability of customer contracts, and actively participates in

portfolio growth. Supervises and shadows Engineers for correctness of work, and knowledge transfer.

Ensures customer portals are updated with systems documentation, RFCs and backuplogs as per schedule.

Follow all other processes and quality standards as assigned by the Chief EnterpriseArchitect and Executive Director, Operations.

Participates in weekly update and planning senior meetings with Executive Director,Operations.

Engages POD team by holding weekly teleconferences to impart knowledge transfer, and

plan customer work. Participates in project management office planning meetings as required, and provides

status updates of active deployments.

Actively assists Manager, Service Desk with escalations and problem resolution as perEDO process. Ensures availability in a 24x7 environment to assist Service Desk Queue, Engineers and

customers with escalation path.

Qualifications

University degree or equivalent

6-10 years of previous senior engineer/leader experience working in a technology/systems

department directly supporting customers. Demonstrated expert level working knowledge of networking technologies and businessapplications.

Demonstrated ability to perform and supervise systems discoveries, and plan/superviseimplementations. Strong written and communication skills

Strong interpersonal skills Strong organizational and planning skills Intermediate level staff and technical supervisory skills. Ability to assume responsibility for multiple concurrent issues, applying appropriate

prioritization. Ability to work well with people from many different disciplines with varying technicalabilities

High attention to detail.

Strong documentation skills.

GENERAL COMPETENCIES:

Strong overall communication skills and can makea significant contribution to Joleras

success. Generalized end user training.

Understands the concepts of team building and can apply them

Ability to communicate technical concepts and issues to non-technical individuals Demonstrated technical leadership.