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Added 24 days ago
Cloud Ops Administrator (Canada) - N.A. Service Delivery Group
Canadian Bank Note Company, Limited
Ottawa, ON
$65,000 to $81,000 CAD / year
Full-time
As a Cloud Operations Administrator in our North American service delivery group,you will be responsible for configuring, monitoring, and managing the cloud instances of CBN solutions for…
Added 24 days ago
Technology Lead-Pivotal Cloud Foundry (PCF)
Infosys
Calgary, AB
Full-time
Looking for Pivotal Cloud Foundry (PCF) Engineer and Administrator with expertise in Linux system administration, RabbitMQ (RMQ) services, infrastructure management, and automation.
Added 25 days ago
Cloud & DevOps Specialist
Montrium Inc
Montreal, QC
Full-time
Reporting to the Head of IT Operations & Cloud, the Cloud & DevOps Specialist helps maintain, secure, automate, and improve Montrium’s Microsoft Azure environments. The role supports the…
Added 24 days ago
IT Operations Manager
1Click Energy Solutions
Toronto, ON
$85,000 CAD / year
Full-time
Previous experience as an IT Operations Manager, IT Lead, Senior Systems Administrator, or sole IT owner.
Added 25 days ago
Senior Developer, ServiceNow CSM - EN 395
Export Development Canada | Exportation et développement Canada
Ottawa, ON
$96,557 to $128,743 CAD / year
Full-time
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC's 2030 business transformation.
Added 25 days ago
Senior Developer, ServiceNow CSM - EN 395
Export Development Canada | Exportation et développement Canada
Toronto, ON
$96,557 to $128,743 CAD / year
Full-time
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC's 2030 business transformation.
Added 25 days ago
Senior Developer, ServiceNow CSM - EN 395
Export Development Canada | Exportation et développement Canada
Calgary, AB
$96,557 to $128,743 CAD / year
Full-time
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC's 2030 business transformation.
Added 25 days ago
Senior Developer, ServiceNow CSM - EN 395
Export Development Canada | Exportation et développement Canada
Halifax, NS
$96,557 to $128,743 CAD / year
Full-time
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC's 2030 business transformation.
Added 18 days ago
Senior Cybersecurity Administrator
Intelcom
Montreal, QC · Service Centre (Montreal) Lab
Full-time
With more than 100 sorting stations and operations across three continents, Intelcom | Dragonfly is Canada’s leader in last-mile logistics. Our vision is clear: to deliver fast, accurate,…
Added 23 days ago
Junior Systems Administrator (Co-op)
S&C Electric Company
Toronto, ON · Etobicoke, ON
Full-time
…student, you will work on meaningful projects that support our operations and give you hands-on experience in a dynamic, safety-focused…
Added 25 days ago
Senior Systems Administrator - Infrastructure & Cloud
Mevotech
Mississauga, ON
Full-time
…company? Mevotech is seeking an experienced Senior Systems Administrator, Infrastructure & Cloud to join our dynamic team. This is an exciting opportunity to work with Microsoft Azure,…
Added 26 days ago
Systems Administrator III (Windows)
Quantum Management Services Ltd.
Toronto, ON
$110,000 to $115,000 CAD / year
Full-time
Position: Systems Administrator III - Windows
Added 23 days ago
Senior Systems Engineer
Aviso Wealth
Remote, Canada
$110,000 to $120,000 CAD / year
Full-time · Remote
…upgrades, migrations, patching programs, automation initiatives, Azure deployments, DR improvements, monitoring enhancements, and service transition into…
Added 23 days ago
Senior Systems Engineer
Aviso Wealth
Remote, Canada
$110,000 to $120,000 CAD / year
Full-time · Remote
…upgrades, migrations, patching programs, automation initiatives, Azure deployments, DR improvements, monitoring enhancements, and service transition into…
Added 26 days ago
Senior Systems Administrator
Photonic Inc.
Vancouver, BC · Greater Vancouver, BC
Full-time
As a Senior Systems Administrator at Photonic you will maintain, secure, and improve Photonics’ hybrid infrastructure across Azure, Windows, identity, networking, and PKI services.
Added 24 days ago
Cloud Ops Administrator (Canada) - N.A. Service Delivery Group
Canadian Bank Note Company
Ottawa, ON
$65,000 to $81,000 CAD / year
Full-time
As a Cloud Operations Administrator in our North American service delivery group,you will be responsible for configuring, monitoring, and managing the cloud instances of CBN solutions for…
Added 27 days ago
Full Stack Software Developer (Full-time; Hybrid)
Mainstreet Credit Union Canada
Chatham-Kent, ON · Chatham, ON
$84,788 to $105,985 CAD / year
Full-time
…that support member origination, lending analysis, and staff operations. You will work with business analysts, business users who create prototypes or workflow tools, Business Intelligence,…
Added 27 days ago
Full Stack Software Developer (Full-time; Hybrid)
Mainstreet Credit Union Canada
Sarnia, ON
$84,788 to $105,985 CAD / year
Full-time
…that support member origination, lending analysis, and staff operations. You will work with business analysts, business users who create prototypes or workflow tools, Business Intelligence,…
Added 27 days ago
Full Stack Software Developer (Full-time; Hybrid)
Mainstreet Credit Union Canada
Strathroy, ON
$84,788 to $105,985 CAD / year
Full-time
…that support member origination, lending analysis, and staff operations. You will work with business analysts, business users who create prototypes or workflow tools, Business Intelligence,…
Added 27 days ago
System Access Administrator
Aviso
Toronto, ON
$55,000 to $65,000 CAD / year
Full-time
We're looking to fill an opening for a Systems Access Administrator to join our Information Technology team.
Added 1 month ago
Desktop Support Engineer
Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Toronto, ON
Full-time
Troubleshoot Citrix, Azure Virtual Desktop (AVD), and VMware environments.
Added 25 days ago
Senior Developer, ServiceNow CSM - EN 395
Export Development Canada | Exportation et développement Canada
Remote, Canada
Full-time · Remote
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
Added 25 days ago
Senior Developer, ServiceNow CSM - EN 395
Export Development Canada | Exportation et développement Canada
Remote, Canada
Full-time · Remote
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
Added 25 days ago
Senior Developer, ServiceNow CSM - EN 395
Export Development Canada | Exportation et développement Canada
Remote, Canada
Full-time · Remote
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
Added 25 days ago
Senior Developer, ServiceNow CSM - EN 395
Export Development Canada | Exportation et développement Canada
Remote, Canada
Full-time · Remote
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.

Closed listing

Ingram Micro

Sr. Manager, Technical Engineering

Mississauga, ON, Canada
ON, Canada
Canada - Ontario - Corporate, Canada

Pay: $155,000 to $165,000 CAD / year
Job type: Full-time
Experience: Minimum 5+ years of experience leading technical teams, ideally in a global, multi-region model.
Posting language: English
Posted: Sep 10, 2026

This opening has closed.

The original listing is kept below for reference.

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Original job description

Archived listing. The details below describe a past opening.

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com

Ingram Micro has earned Great Place to Work Certification™ for 2026-2027 in Canada! This prestigious recognition reflects our commitment to our people and our culture. Ingram Micro Canada has also been recognized on the Canadian 2026 Best Workplaces in Technology list.

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

This position is a hybrid role based in our Mississauga, Ontario office where you will work 3 days in the office and 2 days remotely.

Position Summary: Seeking a hands-on senior people leader to own the Microsoft support partnership end to end. This is a highly accountable ownership role with responsibility for the contract, SLA framework, escalation pathways, and leadership of a global Vendor Technical Support team. Success is defined by building a partnership that operates through disciplined processes rather than individual effort, with measurable commitments, clear ownership, a respected governance cadence, and a team equipped to address real-world support demands. Extensive experience within the Microsoft partner ecosystem is essential, including Unified or Premier Support agreements, Partner Center, severity and escalation management, CSAM engagement, and broad exposure across the Microsoft portfolio, including Modern Work (M365) and Azure. This opportunity is well suited for a leader who thrives on owning and driving accountability for strategic vendor relationships.

Responsibilities:

Own the contract:

Own the Microsoft support contract end to end: entitlements, consumption, amendments, and renewal readiness. Know the terms cold and keep a complete, current view of them.
Turn every verbal commitment from the vendor into a dated, owned action in a gaps-and-commitments tracker. Nothing lives on a promise.
Partner with Strategic Sourcing, Legal, and Finance on terms, amendments, consumption caps, and cost allocation.

Set the SLAs and hold the line:

Define and negotiate vendor SLAs and success metrics: initial response, resolution and MTTR, and escalation response by severity.
Hold the vendor accountable to them with data, every week. Flag misses early and drive them to closure.
Run aged-case governance with the vendor: named owners, weekly closure plans by bucket, and structured escalation into vendor product and engineering groups when cases stall.

Build and run the escalation paths:

Design the end-to-end escalation architecture with the vendor: severity definitions and intake, critical-situation paths, after-hours coverage, and named routing so no case depends on a single individual.
Own the governance rhythm: weekly operational syncs, monthly steering committees, quarterly business reviews, and executive onsite.

Lead from the front:

Be the senior escalation point for high-impact customer issues across the Microsoft portfolio. Personally drive the most critical cases to resolution.
Get on the phone with partners and customers during critical escalations. Visible, calm, accountable.
Run root cause analysis on the escalations that keep coming back, and feed what you learn into problem management, so they stop coming back.

Lead the team:

Build, mentor, and develop a global team of vendor technical support engineers. Own performance management and career growth for your people.
Hire and train for the workload mix we actually see. Build depth across Modern Work (M365) alongside the rest of the Microsoft portfolio.
Design sustainable coverage: follow-the-sun, on-call, and weekend rotation that protects both customers and people.

Manage the numbers and the reporting:

Define and own the vendor performance scorecard: MTTR end to end and vendor-controlled, escalation rate, aged backlog, SLA attainment, and CSAT. Flag trends and risks early.
Hold the line on data hygiene. Vendor case IDs captured at source, dashboards reconciled to a single version of the truth, and data leadership can actually trust.
Pull together the weekly read for leadership: what is happening, what is at risk, and what you recommend.

Use automation to lighten the load:

Drive API-based case exchange (eBonding) between our ticketing platform and vendor systems so escalation runs on rails, not swivel chairs.
Champion AI-assisted workflows across the vendor queue: triage, case pre-population, and automated follow-up on aging vendor tickets.
Keep vendor knowledge access and team enablement current so the team and our AI tools give customers the right answer.

Work across the org:

Partner with Product, Engineering, and platform teams to push chronic issues upstream and improve supportability at the source.
Coordinate with global and regional support teams on demarcation, routing, and knowledge and state transfer.
Support security compliance and access governance, including clean onboarding and offboarding of vendor portal access.

What you bring to the role:

Bachelor’s degree in computer science, Information Technology, or related field.
Minimum of 8-10 years of experience in enterprise technical support, support operations, and partner/vendor management, including significant experience within the Microsoft ecosystem.
Minimum 5+ years of experience leading technical teams, ideally in a global, multi-region model.
Must have Microsoft partnership experience.
Experience with Unified or Premier support agreements, CSP and Partner Center, Microsoft severity and escalation models, CSAM/TAM engagement, and product group escalation.
Working fluency across the Microsoft cloud portfolio Modern Work (Exchange, SharePoint, Teams, Entra ID) and Azure enough to lead escalations, assess vendor performance, and coach engineers.
A track record defining and negotiating vendor SLAs, running QBRs and steering committees, and building performance scorecards.
Proven experience managing and resolving complex customer escalations in high-pressure environments, with the ability to communicate effectively with executive stakeholders.
Solid hands-on experience with a service desk or ticketing platform. Zendesk is a plus, and comfort with support analytics (Power BI) and API integration concepts helps too.
Experience standing up or resetting a strategic vendor support program, or exposure to AI-enabled support operations is an asset.
The following Microsoft certifications are considered strong assets. Candidates who do not currently hold these certifications may be expected to obtain the most relevant certification(s) within the first three months of employment: Microsoft 365 Certified: Administrator Expert, Microsoft Certified: Azure Administrator Associate (AZ-104), Microsoft Certified: Azure Solutions Architect Expert (AZ-305), and Microsoft Security certifications, including SC-900 and other Security Associate or Expert-level certifications.
Comfortable supporting a global, 24x7 follow-the-sun model, including after-hours and on-call rotation when needed.
Strong ownership mindset with end-to-end accountability for contracts, SLAs, and escalations, ensuring issues are driven through to resolution.
Able to move seamlessly from negotiating a contract amendment one moment to leading a Severity A incident bridge the next.
Remains calm under pressure and excels at leading critical escalations when strong leadership is required.
Disciplined and detail-oriented, maintaining clean, reliable data and consistently following through on commitments.
An effective communicator who builds strong relationships with engineers, executives, and vendor partners alike.
Able to hold a vendor accountable while keeping the partnership strong.
Must be able to travel within North America, typically only 1-2 times a year as needed.
*This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.

The typical base pay range for this role across Canada is $155,000 -165,000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. This role is for an existing vacancy and will not use AI for screening applicants.

At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on a position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

Equal Opportunity Statement

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Accommodations for job applicants are available on request, please contact us by sending an email to AODAFeedback@ingrammicro.com. This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist.

Ingram Micro’s Commitment to ESG (Environment, Social & Governance)

Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here – Ingram Micro ESG.

About employer

More about this job

Responsibilities

The Senior Manager will own the end-to-end Microsoft support partnership, including contract management, SLA negotiation, and escalation pathways. They will also lead a global team of technical support engineers to ensure high-quality service delivery and operational excellence.

Requirements

Candidates must have 8-10 years of experience in enterprise technical support and vendor management, with significant expertise in the Microsoft ecosystem. A bachelor's degree in computer science or a related field is required, along with proven leadership experience in a global model.

Skills

Microsoft ecosystem
Vendor management
Technical support operations
SLA management
Escalation management
Azure
Modern Work
Contract negotiation
Leadership
Project governance
Data analysis
Power BI
Zendesk
API integration
Strategic sourcing
Mentoring

Benefits

Healthcare
Dental
Vision
Well-being benefits
Critical illness coverage
Disability coverage
Mental health support
Paid time off
RRSP Matching

Visa sponsorship

Not detected in the job text

Keywords

Microsoft
Azure
M365
Unified Support
Premier Support
Partner Center
SLA
MTTR
CSAM
TAM
Governance
QBR
Escalation
Root cause analysis
Vendor management
Technical support
API
eBonding
AI-assisted workflows
Power BI
Zendesk
Contract management
Strategic sourcing
Modern Work
Entra ID
SharePoint
Teams
Exchange
Security compliance
ESG

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