About Us Ocean Capitol Group The Ocean Capital Group has five separate business lines with multiple companies providing these goods and services in Broadcasting, Commercial Real Estate, Construction, Industrial Distribution and Petroleum Services. This diverse group of companies is based in Saint John, New Brunswick and is spread geographically throughout Eastern Canada and has USA-based operations. The Group has a centralized IT function that is provided out of a Corporate Services division. The organization utilizes many Microsoft platforms, has an Oracle EnterpriseOne ERP as its core transaction system, operates several CAD systems, several Business Intelligence tools and maintains many businesses specific software applications. Job Summary We are seeking an experienced IT Escalation Manager to join our team. As IT Escalation Manager, you will be responsible for overseeing the escalation process of technical issues within the IT department. You will be the responsible for ensuring tickets are assigned to agents and that users are kept informed and up to date. To ensure success as the IT Escalation Manager, you must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations. Responsibilities

• Manage the escalation process of technical issues that cannot be resolved by first-level IT support
• Serve as the point of contact for critical issues and work with other technical teams to resolve them
• Communicate with stakeholders and end-users to ensure that they are updated on the status of critical issues and their resolution
• Monitor the effectiveness of the escalation process and recommend improvements as necessary
• Maintain knowledge of new and emerging technologies and ensure that the IT team is equipped to support them
• Collaborate with support teams and IT manager to ensure that service level agreements (SLAs) are met or exceeded
• Develop and maintain documentation related to the escalation process and ensure that it is up to date
• Provide regular reports on the performance of the escalation process and make recommendations for improvement
• Work as a support agent, fielding incoming help requests from end users, Problem resolution including hands-on fixes at the desktop level and site visits

Technical Requirements

• Two-year technical diploma in Information Technology/Electrical Engineering Technology or bachelor\'s degree in Computer Science/Electrical Engineering, Information Technology, or a related field
• Minimum of 5 years of experience in IT support or a related field
• Proven experience in managing technical escalations and critical incidents
• Strong knowledge of ITIL processes and frameworks. Certification in ITIL or related field is a plus
• Experience with incident management and service level agreements (SLAs)

Business Requirements

• Strong communication skills, both written and verbal
• Ability to work effectively in a fast-paced environment and handle multiple priorities simultaneously
• Ability to participate in on-call rotation
• Demonstrated ability to collaborate with technical teams and stakeholders

Cultural Requirements

• Strong problem-solving skills and the ability to think creatively to find solutions to complex technical issues

If you are a motivated self-starter with a passion for solving technical issues and leading a team to success, we encourage you to apply for this exciting opportunity. As a member of the OSCO Construction Group, we offer a comprehensive compensation package including health and dental coverage, life insurance, RRSP and tax-free savings account options. Additionally, we offer educational scholarships to dependents of employees, health & wellness programming, and team celebratory events. About OSCO The origins of the OSCO Construction Group go back to 1955 when Ocean Steel & Construction Ltd. was founded in Saint John, New Brunswick. Since that time, the OSCO Construction Group has grown to encompass four main operating sectors: Steel, Concrete, Construction and Corporate. Within these sectors lie an ever-expanding number of construction-related companies and divisions, serving a growing market area and employing over twelve hundred employees.