Your role:

The Systems Lead will be focused on the day-to-day management of import and export systems, in coordination with the Operation and Development teams across Global Relay; as well as liaising with the Data Services Team Leads to drive process improvements and system upgrades. The role will also involve the day-to-day oversight of Export/Import/Migration operations, in order to safeguard the implementation of customer requests and work quality of the DS Systems team.

Your Job: 

Team management:

• Contribute to the growth of the Data Services team generally, and the DS Systems Team specifically by providing hands on leadership and support
• Contribute to effective communication within the department and the organization
• Support training of new hires and existing Data Services team member
• Manage and contribute to the technical training and mentoring of Systems Analysts
  • Set performance metrics, monitor performance, and correct skills / performance gaps.
• Review and improve the efficiency and effectiveness of existing processes and procedures
• Lead meetings relating to export/import/migration systems, and/or technical operations
• Liaise with Operations team on system updates, and with relevant Development teams on product/feature requests pertaining to Data Services
• Liaise with the Security team to mitigate system vulnerabilities, and address ad hoc data security concerns 
• Provide department support to Systems Team Lead

Case management:

• Manage the day-to-day technical operations involving the export/import/migration case queue
• Liaise with internal teams and stakeholders to drive Enterprise project requirements
• Liaising with the Data Services Team Leads to maintain project scheduling and forecasting

Quality control:

• Manage quality control and information integrity involving the transfer and handling of data within the systems/infrastructure used by Data Services
• Monitor and evaluate use and effectiveness of existing software and scripts

Technology:

• Work with Data Services Team Leads on upgrades / improvements / replacement of existing technical infrastructure and networks
• Work with Data Services Team Leads to forecast capacity needs
• Research, document, test, and troubleshoot new technology on an ad hoc basis

Management support:

• Provide recommendations for policy and procedural changes
• Escalate potential business and/or customer impact situations to Management for prompt handling
• Provide SME support for cross-company issues and troubleshooting
• Support Management with completion of ah-hoc tasks and projects

Leadership, coaching & mentoring:

• Provide peer coaching and feedback to Data Services team members
• Participate in Leadership discussions and/or training where required
• Train and mentor team members in both soft and hard skills requirement
• Actively participate in leadership development and team member coaching initiatives 

About you: 

• Post-secondary education; undergraduate degree or equivalent experience preferred
• Minimum 2 years of experience in a dynamic, high caseload, office environment
• Strong attention to detail
• Familiarity and adherence to security and compliance regulations
• Previous customer service experience preferred
• Previous technical and/or business communication required
• Previous administration experience with the ability to manage multiple projects simultaneously
• Ability to write and speak English fluently, with strong editing skills
• Strong understanding of Microsoft Office Suite
• Strong computing and troubleshooting skills required
• Fluent in a variety of programming languages, software and systems
• Previous experience handling/managing Unix systems required
• Previous experience using database management systems required
• Prior experience as a Systems Analyst preferred

Working conditions:

• Able and willing to work on challenging cases or customers
• Prepared to work evening / weekend shifts on occasion, for scheduled activities or to meet project deadlines.