Job Summary

This role is accountable for driving operational excellence in large-scale Microsoft Windows environments, ensuring that multilingual support (English and French) meets or exceeds client SLAs. The individual provides expert leadership in process optimization, team empowerment, and innovation, facilitating effective communication and seamless service delivery within the project team. They serve as the escalation point for complex issues, championing continuous improvement and strategic alignment with organizational objectives.

Key Responsibilities

1. Oversee end-to-end operations management using expert knowledge of Microsoft Windows environments, ensuring robust process execution and compliance with client requirements in both English and French.
2. Lead incident, problem, and change management activities by applying advanced proficiency in Windows administration, coordinating resolution efforts and driving operational stability.
3. Empower and mentor the support team through expert guidance and transparent goal setting, cultivating technical growth and service accountability.
4. Analyze and optimize operational workflows using advanced data analysis and reporting tools to improve efficiency and support continuous process improvement initiatives.
5. Facilitate communication with clients in English and French, ensuring accurate understanding of complex requirements and alignment of deliverables to client SLAs.
6. Identify and implement innovative solutions leveraging Windows automation tools and best practices, driving process innovation and organizational progress.
7. Serve as the escalation authority for high-impact incidents, utilizing expert troubleshooting skills in Microsoft Windows to deliver timely and effective resolutions.

Skill Requirements

1. Expert proficiency in Microsoft Windows administration, including advanced troubleshooting, automation, and operational management.
2. Excellent verbal and written communication skills in both English and French, with the ability to manage complex client interactions and documentation.
3. Advanced proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy) for incident, problem, and change management.
4. Strong leadership and mentoring abilities, with demonstrated capability to drive team performance and continuous improvement.
5. Advanced skills in analyzing operational metrics and implementing process enhancements.

Other Requirements

1. Microsoft Certified: Windows Server Hybrid Administrator Associate or equivalent (optional but valuable).
2. ITIL 4 Managing Professional certification (optional but valuable).
3. French language proficiency certification (DELF/DALF) recommended if not natively fluent.