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About the Role

As a technical Service Delivery Manager, you will work with IT infrastructure teams to ensure service availability in accordance with domestic and international client SLAs, focusing on operational excellence and incident management.

Responsibilities

• Oversee Technology Infrastructure Operations, major incident, and problem management.
• Lead cross-functional technical operational teams to ensure prompt service resumption and permanent resolutions.
• Coordinate implementation and testing of IT changes during business and after-hours.
• Manage Service Management processes including Quality, Incident, Change, and Problem Management.
• Monitor and manage international and domestic service commitments and SLAs.
• Document known faults and resolutions in the ticketing system.
• Investigate and recommend technical solutions to improve support processes.
• Act as the primary point of contact for technical infrastructure and operational issues.
• Provide on-call support for after-hours escalations.
• Prioritize services to meet client requirements and expectations.
• Create SLA, forecasting, performance, and capacity reports.
• Manage operational acceptance testing (OAT) with technical and project teams.
• Assist in the design and improvement of Data Center operational processes.
• Ensure digital security certificates are updated and tracked.
• Coordinate and document annual disaster recovery exercises.

Requirements

• Understanding of IT infrastructure including servers, storage, networking, and cloud platforms.
• Experience in Technical Infrastructure operations support, Data Centre, and ITIL best practices.
• Knowledge of Managed Services and monitoring tools like Splunk.
• Proficiency in reporting using Word, Excel, and PowerPoint.
• Ability to communicate effectively with technical and business personnel.
• Technical analytical and correlation skills for incident resolution.
• Knowledge of Mutual Fund industry and SSNC/IFDS data center processes.
• Technical competencies in UNIX/HP-UX, Network, and Microsoft technologies.
• Experience with application development and job scheduling applications.
• Proven experience in developing and managing disaster recovery and business continuity plans.
• Knowledge of iFast application products.
• Legally eligible to work in the specified location.

Skills

• IT Infrastructure Management
• Incident and Problem Management
• ITIL Best Practices
• SLA Management
• Disaster Recovery Planning
• Technical Reporting
• Cross-functional Leadership
• UNIX/HP-UX
• Microsoft Technologies
• Splunk
• Job Scheduling

Location

• 30 Adelaide, Toronto, ON

Work Type

• Hybrid
• Full time
• Permanent

Salary/Compensations

• $105,000 - $150,000 CAD

Benefits

• Hybrid Work Model
• Business Casual Dress Code
• RRSP Matching Program
• Professional Development Reimbursement
• Flexible Personal/Vacation Time Off
• Sick Leave
• Paid Holidays
• Medical, Dental, and Vision Insurance
• Employee Assistance Program
• Parental Leave
• SS&C Learning Institute training
• Discounts on fitness clubs and travel

About the Company

• Leading financial services and healthcare technology company.
• Headquartered in Windsor, Connecticut with 27,000+ employees in 35 countries.
• Provides technology and service solutions to 20,000+ financial and healthcare organizations.

Equal Opportunity

• SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.
• Committed to accommodating applicants with disabilities throughout the hiring process.