Under the supervision of the IT Infrastructure Director, the IT / OT supervisor is responsible for maintaining a favorable dynamic for the delivery of IT / OT infrastructure projects, resolving IT requests and incidents, and offering exceptional service to clients. They are responsible for managing the infrastructure team on a daily basis.
RESPONSIBILITIES
Coordinate activities related to the infrastructure
Understand the context of production operations to adequately respond to internal clients' requests
Promote quick resolution at the agreed SLA level and prioritize tickets effectively
Ensure adequate follow-ups during ticket resolution
Establish daily priorities and needs in collaboration with INFRA technicians and administrators
Collaborate with INFRA technicians and administrators on ticket resolution
Coordinate the follow-up of requests and incidents with external suppliers
Actively participate in internal projects and those of our users
Participate in the improvement of internal processes and the implementation of required changes
Provide performance indicators for the team to identify improvement opportunities
Participate in recommending and selecting technological alignments for operational activities
Ensure strategic monitoring of the best tools and practices
Manage the performance, capacity, availability, and security of our network, servers, and data
Ensure the team acts proactively on alerts from automated monitoring tools
Develop and execute maintenance and improvement projects for the infrastructure
Draft and maintain comprehensive documentation in our internal library
Validate daily processes in place and address recurring issues
Provide level 3 support to operational and infrastructure teams
Mentor and support the infrastructure team, ensuring they have the resources and knowledge to meet their objectives
Conduct weekly and annual follow-ups with the teams
REQUIRED SKILLS AND APTITUDES
3-5 years of team management experience
Completed AEC in computer science
Experience in a decentralized environment (multiple sites)
Familiarity with a work ticket tracking system
Proficiency in French and functional English
Willingness to travel occasionally (plants in the US and Ontario)
Willingness to be on-call on a rotating basis, 24 / 7
Interest in customer service and teamwork
Ability to solve problems quickly
Willingness and enthusiasm to actively participate in IT / OT improvements
Strong learning capability
Knowledge of network environments (Rockwell, Allen-Bradley, Cisco, Fortinet)
Demonstrate autonomy, initiative, and creativity
Strong analytical, synthesis, and judgment skills
Professional and proactive attitude
Leadership and rigor
Good stress, time, and priority management
Results-oriented
Ideally :
Relevant experience in a manufacturing environment
Demonstrated experience in a manufacturing environment, particularly in OT
IT/OT Supervisor • Saint-Augustin-de-Desmaures, Québec