(ATTN: When applying, please provide a cover letter)
ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our full-featured, single-account back-office technology facilitates the high-volume transactions, customer operations, and data analytics required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all. VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operation and mobility services. We design, finance, build and operate motorways, bridges, tunnels, urban roads and mobility services on a network of 4,100 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and treat drivers to a positive experience. VINCI Concessions is an international player in transport infrastructure. We leverage our integrated model to design, finance, build, operate and maintain some 80 airports, motorways and rail projects in 23 countries, through our subsidiaries VINCI Airports, VINCI Highways and VINCI Railways. We are committed to shared growth with regions and are actively making mobility ever more sustainable, efficient and innovative. | |
| JOB SUMMARY |
The Technical Services Manager is responsible for overseeing the maintenance and management of the IT infrastructure, applications, support services, and comprehensive oversight of the Back Office System (BOS) and Customer Service Center (CSC) systems. The Technical Services Manager formulates strategies to optimize IT operations and enhancements while establishing performance objectives for the entire IT team.
Effective communication with stakeholders, which may include personnel located throughout various regions and time zones, including Agencies and the Executive Team, is vital to the success of this role.
This position is responsible for the implementation and administration of the prescribed maintenance program, achieving and reporting contractual Key Performance Indicators (KPIs) or Service Level Agreements (SLAs), producing and delivering internal reporting, and producing and delivering monthly business reports to the end Client (as applicable). |
| MAJOR DUTIES AND RESPONSIBILITIES |
| The primary duties for this role are broken down into two major categories: Project O&M and Project IT. They include the following with the understanding that other duties may be assigned. |
- Communicates effectively with all levels of Client staff, internal employees, and stakeholders by providing clear and concise communication on issues involving complex information.
- Oversee and mentor staff and is a role model for the rest of the team.
- Develop personnel and ensure cross-training to mitigate operational risks.
- Responsible for hiring, training, developing, and evaluating staff effectively. Addresses performance issues promptly and in accordance with company policy, seeking guidance from and consults Human Resources when appropriate.
Primary Project O&M Responsibilities:- Manages the lifecycle of technical issues, including the documentation around incident management, problem management, and root cause analysis while maintaining open dialogue by clearly communicating the status to internal stakeholders and the Client.
- Prepare and deliver internal project maintenance program reviews on a weekly basis (problems, resolution times, KPI evaluation, system performance, operational evaluations, trending, labor hours, change orders, etc.).
- Manage and monitor compliance with the business rules for both the Client’s requirements and IT standards where applicable.
- Oversight and management of the BOS support team.
- Document, maintain and develop/update applicable operating procedures.
- Manage, monitor, and deliver the contractual KPIs to ensure compliance to the technical requirements, and identify possible trends in “misses” and address/resolve any degradation.
- Accountable for the utilization and reporting of the ticketing system for Project related BOS,CSC, and IT support tickets.
- Represents ViaPlus as the Point of Contact (POC) with lane system provider.
- Manages the technical, interfaces with the Interoperability (IOP) programs, third-party vendors (Print Vendor, Merchant Services, Collection services, etc.).
- Identifies improvements to existing software programs and recommends new applications to meet future business needs. Plans the implementation to ensure it is completed within budget and in accordance with the Project Schedule.
Primary Project IT Responsibilities:- Accountable for the utilization and reporting of the ticketing system for Project related IT support tickets.
- Develop and maintain meaningful maintenance measurements in the form of metrics and use proactively to determine program adjustments to improve quality.
- Evaluating the Disaster Recovery Plan on a periodic basis and updating as applicable.
- Collaborate closely with the Project Manager to assess and identify segments of the Disaster Recovery Plan to activate in response to an event.
- Accountable for the technical provisions of the Disaster Recovery Plan and working with the Project Manager to activate remote work, transitioning workforce as needed to new locations, working closely with the Finance Manager to assess any loss of data, communication with 3rd party technical services to ensure continuity or modification of services.
- Develop and maintain operating procedures while preparing and maintaining technical specifications and related documentation to ensure secure processes.
- Conducts research and provides recommendations for hardware and software purchases. Engages in negotiations with vendors on behalf of the company to secure cost-effective purchasing decisions.
- Oversee the complete project-level IT infrastructure, ensuring the maintenance of hardware and software, as well as data security through proper backup protocols and staff training.
- Oversee and manage the project by providing administrative support to onsite staff, ensuring successful execution within the specified schedule and budget.
- Investigates potentially critical situations and take necessary corrective actions to resolve and mitigate identified concerns promptly.
- Maintain strict adherence to PCI, PII, and SOC compliance standards.
- Keeps up to date on information and technology affecting functional area(s) in effort to foster innovation and maintain compliance.
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| QUALIFICATIONS |
| To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and ability for the position. |
- Strong management, interpersonal, organizational and communication skills (written and verbal).
- Ability to communicate clearly and concisely, listen attentively and integrate large volumes of information from multiple sources.
- Strong organizational and leadership skills, with the ability to collaborate effectively with cross-functional teams.
- Be comfortable working under high pressure/quick response environments.
- Ability to take ownership and drive engagement with vendors while documenting interaction and next steps.
- Demonstrated ability to ensure compliance with SLAs and/or KPIs and deliver high-quality support to customers.
- Being flexible by attempting alternate solutions to resolve issues and seamlessly adjusting to a dynamic, changing environment.
- Strong technical research skills.
- Good understanding of the best industry practices and standards related to a Windows server environment, Microsoft SQL databases, and PCI DSS requirements.
- Comprehensive understanding of network and client service technology.
- Strong problem-solving and communication skills.
- Microsoft SQL experience.
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| SUPERVISORY RESPONSIBILITIES |
| Manage the IT Department staff and collaborate with all other departments and employees to ensure an effective and positive team environment. |
| EDUCATION AND/OR EXPERIENCE |
- Bachelor’s degree required with a major in Information Technical, Business, Computer Science, Industrial Engineering, or Technology Management degree preferred.
- 10 or more years of experience managing an information systems department in a medium or large size firm.
- Minimum of seven years in transaction processing operations within financial services or other similar high-volume environments is required. Minimum of five years’ experience as a manager.
- Solid technical knowledge and experience in using and applying the most current technologies and products used in the industry.
| COMPUTER SKILLS | - Advanced knowledge of complex networking, computer systems and cyber security systems.
- Advanced ability to develop, create, and utilize spreadsheet software (Microsoft Excel) and word processing software (Microsoft Word) daily.
- The individual should possess the skills and ability to learn and utilize new software products introduced by the organization.
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| WORK ENVIRONMNET/PHYSICAL DEMANDS |
The work environment and physical demands described here are representative of those an employee encounters while performing the job and must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
The noise level in the work environment is usually moderate but can be high in the data center and mailroom.
While performing the duties of this job, the employee is regularly required to sit; use the computer for an extended period, use a keyboard for typing, and talk and hear. The employee is occasionally required to stand, walk, and reach with hands and arms and stoop and kneel. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. |