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ITS Supervisor

July 30 2021
Categories Information Technology, Help Desk, Installation, Maintenance, Repair, Networking, Telecommunication, Security, Continuity, Risk, System administrator
Montreal, QC

PURPOSE:

This hands-on position leads all operational activities and planning of the data center, network, servers, and overall infrastructure ensuring the availability, reliability, performance, and security of all systems and networks. Moreover, this position supervises our IT support team to ensure the timely and effective delivery of support services to our internal customers in their use of Information Technology. The incumbent will ensure that customer incidents and queries are resolved and will provide technical consultation to the end user by which ensuring a high level of customer satisfaction.

This position will enforce policies and procedures to deliver consistent service levels and quick resolutions. The Infrastructure Supervisor is also responsible for staffing, capacity planning, service process design, performance analysis, and developing proactive resolution plans.

The incumbent meets regularly with Infrastructure and DevOps Manager to review plans, operations, risks, new technologies and opportunities, and shall provide regular update on tasks, issues, capacities and conflicting priorities.            

KEY RESPONSIBILITIES AND ACCOUNTABILITIES:

  • Ensuring that ITS standards and procedures are followed by the infrastructure team. This also includes proposing improvements to those standards and governance rules.
  • Proactively manage the team capacity, task allocation, and priorities.
  • Identify risks, in general, and security risks in particular and come up with resolution; plan to avoid such risks in future
  • Escalate conflicting priorities and propose recommendation
  • Stay current with technological developments in network-systems administration technology and recommend initiatives to take advantage of new technologies
  • Ensures progress toward maturity and the set goal for Scalability, Availability and Security
  • Efficient in delegating tasks and supervising the team, as well as in identifying and attending to the priorities
  • Develops solution monitoring & metrics for proactive support, efficient troubleshooting, and overall quality.
  • Strong communication, presentation, leadership, facilitation and negotiation skills.
  • Comfortable interacting with stakeholders in an empathic and considerate way.
  • A team player mentality to share experience with other team members
  • Support the transition toward MicroServices and cloud services as well as automated solutions
  • Ensures and reports on data center service levels agreed/desired
  • Ensures the cost-effective use of data center resources, timely response for data center issues and maximum effectiveness in routine, daily operations
  • Provides direction to staff; sets goals and translates overall department objectives into team performance objectives; conducts performance appraisals and monitors performance
  • Manages the processing of incoming requests to the Service Desk and ensures courteous, timely and effective resolution of end user issues
  • Analyzes, tracks and monitors all escalated issues; acts as a resolution owner and ensures that issues are properly resolved
  • Contributes to escalated problem resolution by giving hands-on support to end users when necessary
  • Provides critical next steps and updates during emergency outage situations
  • Generates and analyze trending reports, recurring incidents, root-cause analyses and opportunities for systematic improvements to service results
  • Provides Business Continuity Planning and Disaster Recovery simulation activities
  • Ensures maintenance of the technical knowledge and documentations
  • Collaborates with other departments to identify and/or procure support related software for internal staff and external customers
  • Conducts research on emerging technologies, services, protocols and standards
  • Ensures appropriate training initiatives for new and existing staff

REQUIRED SKILLS AND COMPETENCIES:

  • BS Degree in Computer Science or Engineering, or equivalent work
  • At least three years' management experience preferably in an IT Operational or Helpdesk capacity.
  • Minimum 5 years of administration experience in a critical environment
  • Experience with:
    • Windows and Linux operating systems
    • Virtualisation technologies (VMware and Hyper-V)
    • Web servers (IIS, Tomcat, etc)
    • Database Servers (MS SQL and MySQL)
    • Networking equipment (switches, load balancers, etc)
    • Security equipment (Firewalls)
    • High Availability/Disaster Recovery Technologies
    • VoIP Systems (Mitel, Asterisk)
    • Backup technologies
    • VPN Technologies
    • Antispam and E-mail Technologies
  • Excellent skills in communication, presentation, service delivery, negotiation, diplomacy and positively influencing others
  • Ability to interact at all levels of the organization and ability to speak to internal customers in non-technical manner

ASSETS:

  • Familiarity with AWS, GCP, AWS, and Azure
  • Product (web / mobile) app development
  • Familiarity with CD/CI tools
  • Familiarity with MicroServices
  • Familiarity with Docker, Kubernetes, GitHub, Maven, CircleCI, GCP, AWS
  • Work experience in financial services
  • Proficiency in French language

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