The Duty Manager is a senior operations position providing leadership for a team of up to 35 engineers supporting 100+ clients on a rotating shift pattern. • The Duty Manager is responsible for the efficient a professional execution of activities associated with providing an unreasonable level of hospitality for our client's mission critical system. • The Duty Manager will have primary responsibility for the rating & review of each of the employees dedicated to rotating with the Duty Manager with input from the Tower Manager. • The Tower Manager who is accountable for best practices, effective training/testing and for overall architecture and direction of their service delivery tower will provide functional direction and have input as well on the employees rating. The employees will hard line into their Tower Manager with a dotted line to the Duty Manager. • Key responsibilities of the Duty Manager are: • Major Incident / Critical issue early detection and fast remediation for all matters during their shift. • Ensuring all client requests, incidents and problems are addressed in a timely and professional manner • Stand up calls with their team managing proper hand-over of activities and client status between shifts and teams • Allocating resources, as necessary, across teams to provide efficient, effective resolution of issues • Identify and implement operational process improvements across teams • Provide detailed and accurate job performance feedback for each resource working under their guidance. • Change Approver, Quality controller and Post change validation functions within their Shift • Supervision of employee attendance and participation. • Assisting the Shift Site Reliability Engineers in client communication and escalations. • Inspiring and Motivating the employees on their rotating shift • Driving for results through agreed KPI’s for Alerts, monitoring tools, and case/SNOW metrics At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries. We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy. In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and—most importantly—a culture that values people, curiosity, and having fun while doing great work. Follow us on LinkedIn to learn more about our culture, values, and career opportunities. Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Applicants who require a reasonable accommodation due to a disability may contact us by email at [email protected]. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status. Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.

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