Manager, Infrastructure and Cloud Operations
PointClickCare
Other Engineering, Operations
Toronto, ON, Canada
Posted on Wednesday, May 8, 2024
The Manager, Infrastructure and Cloud Operations is a key member of the team that develops and maintains the design and integrity of the corporate infrastructure and cloud systems/services. This role requires a people leader with extensive knowledge in cloud technical and financial operations, infrastructure management, and team management. The Manager, Infrastructure and Cloud Operations will collaborate with the Technology & Support Services leadership, and OCIO leadership teams. The successful candidate will have demonstrated experience in finding ways to improve the quality of services delivered, focusing on quality, efficiency, productivity, and agility.
This role oversees delivering operational support for all services brokered, and managing internal corporate infrastructure and applications that support the organization’s business processes across the enterprise. As a people leader, the role will be to guide and direct the TSS Infrastructure & Operations group including performance reviews and goal setting. As a skilled and experienced technician and infrastructure specialist, this working manager role will manage incidents and request escalations from other groups at PointClickCare for resolution, documentation, and knowledge transfer (where required).
This role will also coordinate and sustain relationships with OCIO counterpart group and vendors/partners, assist in contract negotiations, take part in operational and security scorecard reviews and budget monitoring.
Key Responsibilities:
- Supervise and guide the technical team, including yearly performance evaluations.
- Collaborate with a diverse team of Architects, Analysts, Administrators, DBA’s, and App Admins to comprehend the needs of the workload, design, develop, evaluate, and deploy cloud services that are efficient, cost-effective, and adaptable for architectural flexibility.
- Keep the systems secure by following the best guidelines for security and compliance.
- Regularly enhance and revise Standard Operating Procedures (SOPs) for all operational processes.
- Maintain that all services related to infrastructure function properly and are always available for business use.
- Manage the IT roadmap for short-term goals to align with the current needs of the business and security.
- Take part in planning, implementing, and overseeing projects and budgets related to infrastructure.
- Managing Azure IaaS/PaaS/MI environment and some Microsoft 365 micro-services as listed in the service catalog.
- Responsible for providing support for infrastructure services, such as LAN/WAN/WLAN, Windows, VMWare, A/D, and services from external partners, in a large-scale network environment.
- Analyze data to find and lower recurring problems/requests by providing self-service, user training or system simplification.
- Maintain clear and detailed system documentation, including infrastructure setup based on observations and modifications.
- Work with and maintain good contacts of external vendors and service providers to make sure incidents and problems are addressed quickly and professionally.
Qualifications
- Experience: At least 5 years of background in managing infrastructure, with 3 or more years in a leading or supervising position that involves cloud-based solutions
- Technical Expertise: In-depth understanding of cloud platforms, infrastructure technologies, networking, virtualization, and storage solutions
- Leadership Skills: Effective leadership skills with a history of leading and growing successful teams, promoting a culture of teamwork and creativity.
- Problem-Solving: Demonstrated skill in examining complex problems, designing solutions, and making decisions based on data to optimize service performance
- Communication Skills: Strong ability to communicate and collaborate well with teams and stakeholders from diverse backgrounds and functions.
- Education: Bachelor’s degree in information technology or computer science; or equivalent experience
- Work Hours: Monday to Friday, normal regional working hours.After hours incident, maintenance and change management oversight.
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