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CAREERS @ VISIONMAX

Project Manager

VisionMAX Solutions Inc. – Who We Are:

In 1998 VisionMAX started as a custom software development shop and over the years has amassed a sizeable inventory of solutions primarily for Media, Tele-communications, Government and Retail sectors. Our goal was and is to provide top-notch, innovative solutions at a lower cost than the big consulting shops or specialty boutiques. We have the advantage of big shop experience, applied on a smaller scale. We are a Canadian company, with head offices in Mississauga, Ontario and sales representation in the USA.  And now 11 years later, over 100 employees strong with continued growth plans, VisionMAX continues to deliver top-notch IT business solutions from start to finish, on time and on budget - every time.

The Role:

The Production Support Manager is a key point of contact between our customers, our call-center and internal development teams.  The Production Support Manager will have experience handling multiple production applications support engagements in a 24x7 call center environment.  This is a newly-created position and will be responsible for the following:

  • Ensure consistent and world-class production support delivery by developing and implementing industry-recognized best practices and standards;  
  • Monitor support levels and customer satisfaction metrics to identify opportunities for improvement and recommend solutions;
  • Lead a team of Production Support Specialists – hire, deploy, train, coach, mentor, performance management and set priorities;
  • Negotiate customer service level agreements (SLA) for all aspects of production support delivery;
  • Work with internal partners to manage support services to agreed quality levels;
  • Identify potential support issues, the associated risk impact plus provide leadership in proposing, developing and implementing innovative solutions.
  • As issues arise, reinforce customer confidence when a resolution is yet to be discovered.  Concurrently, work with the support team and (if required) escalate to software development/QA teams, Operations and VisionMAX/customer senior management until resolved. 
  • Develop documentation standards to ensure operational efficiencies – especially within a multi-client support function;

The Skills and Qualifications We’re Looking For:

  • Demonstrated work history in progressively senior production support roles;
  • Experience managing medium-size production support teams especially in retail, POS and SCM industries;
  • Post secondary Degree or Diploma in Administration, Computer Science/Engineering or equivalent combination of education & work experience;
  • Excellent English communication skills – both written & verbal;
  • Excellent interpersonal, client relationship and team-building skills;
  • Demonstrated negotiation skills in a customer-facing environment;
  • Strong conflict management background with emphasis on innovative resolutions;
  • Solid technical skills with MS-Windows, UNIX, applications development (JAVA/J2EE, Flash, HTML) and RDBMS (Oracle, SQL-Server) is required;
  • Strong analytical skills with excellent attention to detail;
  • Should have sound understanding of ITIL or CMM/CMMi or Six Sigma processes;
  • Capacity to assign priorities to multiple competing and important activities under tight deadlines;
  • Travel is required – mostly within the GTA and some international travel may be required.

What We’re About:

At VisionMAX (www.visionmax.com), we believe innovation comes from everywhere. Our unique, open culture ensures that everyone’s contributions are valued – from seasoned consultants to newly hired associates.

VisionMAX believes innovation doesn’t have to be expensive, hard or complex. It’s just the natural result of bringing together smart, energetic, focused people and building a collaborative environment that allows everyone to have bigger ideas and build on each other’s talents to achieve the right results for our clients.

Everyone at VisionMAX continually strives to find new ways to do things that can make a big impact. It’s the foundation of our culture, and the passion behind our commitment to help our clients do amazing things.

We work closely together, and develop lasting relationships. We know how to have fun and this energy is truly contagious.  We certainly want to hear from you if now is the time to make a change towards innovation, creativity, high-energy and having fun!

At VisionMAX, we offer a difference – challenging project work, a constant learning environment, competitive salary, benefits and three weeks vacation for all new employees – all within a highly collaborative and innovative work environment. 

How To Apply:

If this sounds like the company and ideal job for you, please email your resume to email career  Please quote the job title in the email Subject Line. 

Note:  Only those candidates selected for interviews will be contacted.   

 

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