Overview

IT Operations Manager Job at VinFast Auto Canada Inc. – in Toronto, ON

Job Description

About VinFast

VinFast is Vietnam’s leading manufacturer of premium automobiles and has achieved its initial goal of being #1 in all competing segments of domestic car retail in less than 2 years. Now, in 2021 we embark on our next mission – global expansion with the launch of our all-Electric smart SUV model line-up starting in Canada, USA and Europe. VinFast is one of the largest auto manufacturers in South East Asia with world-class equipment and infrastructure, with a capacity of up to 500,000 cars per year. We have partnered with global leading automotive suppliers in manufacturing and engineering and enlisted the world-renowned Italian design house Pininfarina to design both the exterior and interiors of our entire model line. VinFast is proud to produce vehicles with superior craftsmanship, the highest safety standards, and intelligent infotainment that compete with leading Asian, European and American OEMs. VinFast also supports its owners with an exceptional, seamless customer experience in both sales and aftersales.

VinFast Auto Canada Inc. an OEM distribution company with a Direct-to-Consumer business model, has an ambitious growth strategy planning rapid retail and aftersales facility expansion in Canada over the next 12 months. Our management team is now looking for talented individuals from the automotive, retail consumer products, and technology industries to assist in this endeavor. Our top applicants will possess an entrepreneurial mindset, be a creative problem solver, have an incredible work ethic and thrive in a start-up environment.

VinFast and VinFast Auto Canada Inc. are subsidiaries of Vingroup, one of the largest private conglomerates in Asia with a market capitalization of C$20 billion. As a multi-sector corporation, Vingroup focuses on three main areas: Technology, Industrials, and Real Estate.

SCOPE OF JOB

Reporting to the Head of IT, the IT Operations Manager will have an active and hands-on role in providing expertise in, and coordination of, the management of day-to-day IT operations. This role will also be responsible for improving daily IT operations through automation, process mapping, and documentation. The incumbent will have the opportunity to work alongside a high-performing team, by supporting them, and ensuring smooth IT operations, as well as implementing new business capabilities through projects. IT capabilities are modernized by being fully hosted by Software as a Services (SaaS), with only internet connectivity infrastructure on-site. This is an exciting opportunity for a self-motivated individual that will be exposed to a new generation of IT operations focused on building value for the business. This role will also manage external partner relationships, contract terms and SLA attainment for all services as well as collaborate and align with internal IT and business stakeholders to deliver services as needed.

Responsibilities and Tasks:

  • Assist with the management of outsourced IT service providers ensuring service levels are met
  • Manages the day-to-day operations of IT, which include:

– IT asset management
– Ensuring patching is up to date
– Onboard new employees
– Assist with technical tasks in moving data in and out of applications
– Assist with maintaining business applications (e.g., SAP and Salesforce)
– Monitoring, maintaining and improving Office 365 environment
– Assist with maintaining policy & disaster recovery programs
– Documentation of IT processes
– Manage business projects to provide new business capabilities and improve IT operations

  • Manage a dedicated Managed Services Operations Team including full employee lifecycle, scheduling, and professional development.
  • Responsible for a 24 X 7 Managed Services operation, ensuring systems and teams meet SLA performance objectives and all designated KPIs
  • Lead regular all-hands team meetings and daily stand ups.
  • Provide leadership, mentoring and coaching.
  • Serve as primary escalation point within Managed Services Operations for internal and customer escalations
  • Define, gather, analyze and report on KPIs which demonstrate SLA achievement, volumes and quality of services delivered.
  • Extend and enhance adoption of ITIL processes where applicable. Own the Incident, Change, and Problem Management process areas.
  • Develop and extend standard troubleshooting and escalation processes.
  • Responsible for the Post Incident Review process including Post Incident Report creation where required.
  • Work collaboratively with assigned Service Delivery Managers, Project Managers and the Account Management team to ensure overall quality of service and customer satisfaction remains high.
  • Work with external vendors to manage vendor contract compliance and SLA achievement.
  • Ensure maintenance plans, information controls, monitoring and alerting systems, back-up and recovery strategies are in place across all managed systems and environments

WHAT WE ARE LOOKING FOR

  • 3 + years of proven experience as an IT Operations Manager or similar role
  • Experience in managing Active Directory and Office 365
  • Advanced proficiency in Microsoft Office, including Microsoft Word, Excel and Outlook
  • Review overall security / compliance M365 centers and implement new policies with MSP, such as proactive notifications on external file sharing, sensitivity label management, risky logins, etc.
  • IT asset management experience
  • Endpoint security exposure
  • Improve onboarding & offboarding, by implementing Single-Sign-On (SSO) on all applicable SaaS applications, improving workflow with MSP, and internal departments
  • Familiarity with network infrastructure; Implement new network hardware equipment at dealer locations
  • Experience implementing service management tools such as ServiceNow
  • Experience with VOIP
  • Experience with Mobile Application Management on all corporate cell phones, in the most secure, least intrusive method
  • Experience in managing an IT helpdesk team
  • Strong attention to detail and problem-solving skills
  • Ability to take independent action, working with a high-level problem or concept, developing the right next steps to propose a resolution, and ensuring a successful outcome
  • Strong initiative with the ability to manage projects of varying complexity and timelines simultaneously
  • Comfortable working with all levels of the organization, from executive to associate level
  • Solid understanding of computer hardware and software and should keep up to date on all the latest technologies
  • Aptitude and appetite for learning new technologies
  • Good communications skills : the ability to work independently with minimal supervision and in a team environment
  • Experience in analysis, implementation and evaluation of IT systems and their specifications
  • Familiarity in Salesforce would be an asset
  • Familiarity in SAP would be an asset
  • Managed Services experience is preferred

At VinFast Canada, we are committed to creating and preserving an accessible, welcoming, supportive, fair, and inclusive environment. Accommodations are available to support prospective employees during the recruitment and hiring process. Should you require any accommodations, please advise us in advance so that we can work with you to find suitable accommodation.

Job Types: Full-time, Permanent

Benefits:

  • Dental care
  • Extended health care

Schedule:

COVID-19 considerations:
All employees are working remotely for the time being.

Work remotely:

  • Temporarily due to COVID-19

About the Company

Company: VinFast Auto Canada Inc. –

Company Location:  Toronto, ON

Estimated Salary:

About VinFast Auto Canada Inc. -