Manager, IT Operations Support

The opportunity

As a key member of the Application and Infrastructure Operations Services team, the Manager, L1 and L2 Infrastructure Operations Support is responsible to manage Infrastructure services supporting our production products. This position is accountable to drive and manage Infrastructure operations through reviewing and managing Level 1 and Level 2 support services. Also, this role supports Infrastructure leadership to drive and improve infrastructure strategic service delivery.

Who you'll work with

The Manager, IT Operations Support will work with IT Services, Product and Delivery and Application Deployment and Product Support teams to ensure that resources, capabilities, and capacity are available and adaptable to meet needs of OTPP.

What you'll do

• Manage a diverse portfolio of applications and infrastructure through day-to-day 7x24 L1 operations and L2 infrastructure teams.

• Lead our L1 and L2 Infrastructure Operations team of people made up of full-time employees, contract and vendor staff delivering 7x24 hour support services.

• Participate in Major Incident & Problem Management process to identify root causes, assess options and resolving courses of action, including advancing to senior leadership when needed.

• Manage Service Levels and processes for the key deliverables within our mandate, including Incident, Problem, Change, Request and Release to Production.

• Manage the day-to-day activities of the Infrastructure Operations Support team including Global Data Centre management.

• Drive Incident, Problem and Root cause analysis for Infrastructure deliverables

• Drives Service Level objectives for Infrastructure resources

• Drives Disaster recovery, shift left and other key processes in IT Infrastructure

• Collaborate with different technology teams to ensure effective governance in the context of delivering application support for and small / improvements to application(s)

• Actively collaborate with information technology groups and partners to support organizational and IT objectives.

• Serving as a two-way advocate, you will translate business goals into technical solutions. Excellent planning, negotiation, communication, and judgment are required to bridge the business and technical contexts.

• Manage a team of individuals responsible for Infrastructure Operations Support

• Build, lead, and mentor a high-performing team. Provide guidance, support, and professional development opportunities to team members.

• Responsible for managing and continuously improving all Infrastructure technologies and processes managed within the group to achieve greater efficiency and effectiveness.

What you'll need

• Bachelor of Commerce, Bachelor of Engineering, Computer Science or equivalent University degree.

• Breadth & depth of the infrastructure capabilities.

• Good understanding of Infrastructure technologies supporting the current and future needs of the line-of-business.

• Good understanding of IT Service Management practices and ITIL processes

• Excellent Infrastructure management knowledge and experience.

• Good understanding of software platforms, groupware, middleware, databases, connectivity solutions and hardware platforms.

• Excellent knowledge of information technology processes in the areas of infrastructure day to day management

• Good knowledge on managing people

• Excellent knowledge of managing vendors

• A minimum of 4 years of experience in an information technology role.

• A minimum of 2 years of experience delivering as a manager specifically aligned to Infrastructure services.

• Demonstrable experience leading Major Incident & Problem Management, Root Cause Analysis

#LI-RM1

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What we’re offering

• Pay-for-performance environment that offers competitive salary and incentive

• Numerous opportunities for professional growth and development

• Comprehensive employer paid benefits coverage

• Retirement income through a defined benefit pension plan

• The opportunity to invest back into the fund through our Deferred Incentive Program

• A flexible/hybrid work environment combining in office collaboration and remote working

• Competitive time off

• Our Flexible Travel Program gives you the option to work abroad in another region/country for up to a month each year

• Employee discount programs including Edvantage and Perkopolis

At Ontario Teachers', diversity is one of our core strengths. We take pride in ensuring that the people we hire and the culture we create, reflect and embrace diversity of thought, background and experience. Through our Diversity, Equity and Inclusion strategy and our Employee Resource Groups (ERGs), we celebrate diversity and foster inclusion through events for colleagues to connect for professional development, networking & mentoring.  We are building an inclusive and equitable workplace where our talent is respected, accepted and empowered to be themselves.  To learn more about our commitment to Diversity, Equity and Inclusion, check out Life at Teachers'.

How to apply

Are you ready to pursue new challenges and take your career to the next level? Apply today! You may be invited to complete a pre-recorded digital interview as part of your application.

Accommodations are available upon request (peopleandculture@otpp.com) for candidates with a disability taking part in the recruitment process and once hired.

Candidates must be legally entitled to work in the country where this role is located.

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