Manager, Technology Operations

Position Details

The Information Technology Team is currently seeking a Manager, Technology Operations to join our team. The Manager, Technology Operations manages the planning, installation, delivery, maintenance, and upgrades of enterprise technology infrastructure, networks, and cybersecurity which are vital to the on-going operation of Explore Edmonton and delivery of essential customer facing and infrastructure services.

The Information Technology department is part of our Corporate Services Group. This group is a team of service-minded individuals who are passionate about developing and implementing smart, customer-focused business processes. This team serves multiple internal customers and comprises key business enablers and trusted business partners who deliver superior customer service through collaboration, innovation, partnerships, and leadership, ensuring the best possible user experience. In alignment with the needs of Explore Edmonton, services include providing governance advice and support, offering scalable business solutions, and creating value for employees by building and facilitating connections across the organization.

The successful candidate will be responsible for:

• Management of on-premises, off-premises (third-party), cloud-based infrastructure (Azure & AWS), and network components, including physical, logical, site-to-site, and other related third-party services.
• Ensure that all infrastructure and network changes and unplanned outages and service affecting incidents are being properly managed and communicated.
• Procurement, documentation, and tracking of technology assets and licensing including associated financial processes. This includes the management of inventory and tracking though configuration management database (CMDB) system.
• Oversight of support desk services including vendor performance management, service requests, change requests, incidents, and problem management through ticketing processes and tools.
• Management of infrastructure and network services to support client facing and non-client facing IT services
• Management of IT Backup and Recovery solutions for all infrastructure and network assets and underlying services.
• Assist with internal and external Auditing and Assessment undertakings where IT Infrastructure and Network related assets, services, operations, processes, and controls are included and/or relevant to the scope of the undertaking, related findings, and remediation actions / recommendations.
• Develop, implement, and manage enterprise infrastructure architecture plans, designs, and requirements.
• Develop, implement, and manage enterprise security architecture and controls, designs, requirements, and make recommendations
• Development of tactical roadmaps in alignment with organizational and IT Strategic Goals, Objectives, Policies, Directives, IT Governance Frameworks, Strategic Roadmaps, IT Security, and Risk Management
• Provide infrastructure and network related architecture plans, design specifics, controls, requirements, and recommendations to support application services.
• Development, management, implementation, and ownership of IT Security Architecture, product integration, policies, services, and processes.
• Utilizing IT Risk Management and Disaster Recovering Planning Management industry best practices, processes and standards to ensure that all known moderate and high impact risk scenarios are properly tracked and managed and ensure the resiliency and availability of all infrastructure, software, and network assets.
• Responsible for IT Security Management including on-going compliance, analysis, assessment, development, enforcement, maintenance, testing, and evaluation of cybersecurity processes, policies, and services.
• Ensuring the confidentiality, integrity, and availability of EEC’s IT assets, and services. This is to include, but not limited to internet / cybersecurity, endpoint security, cloud security, and application security, as per the NIST-CSF Security Framework.
• Engage all business areas to collaborate on innovative solutions that leverage technology to drive business and organizational change.
• Engage with stakeholders to support the on-going development, implementation, operational management and delivery of IT Infrastructure and Network services, and related processes, policies, and practices.
• Participate and collaborate with all EEC business areas, on the delivery of all new business technology solutions through all phases of the solution delivery and management lifecycle: Discovery, Architecture, Planning, Adoption, Implementation, Integration, Training, Testing, Operationalization, and Sustainment.
• Assist in the development and management of the “IT Service Catalogue” by including any Infrastructure and Network Services, and related Service Level Agreements (SLA), Service Delivery Processes, and Service Evaluations, Communications, Tracking, and Reporting.
• Supervision and management of direct reporting personnel using and adhering to internal Human Resources policies, guidelines, best practices, processes, and standards.
• Ensure that all financial transactions and procurement events are completed with the required degree of compliance.

The successful candidate will have:

Education & Certifications

• Post-secondary education in Computer Science or a related field (diploma or degree), or minimum five years of experience in IT infrastructure, network, application management, data management, and IT security supported by relevant certifications.
• The following certifications are considered assets but not required:CISSP (Certified Information Systems Security Professional)Microsoft Azure Administrator (AZ-104)JNCIA-JUNOS

Leadership & Management Experience (Minimum Requirements)

• Managing and leading technical and functional teams (5 years)
• IT Vendor Manager of Service Providers and Product Suppliers (3 years)
• IT Procurement, Purchasing, and Contract Management (2 years)
• IT Program and Project Managements (3 years)
• IT Asset Lifecycle Management (3 years)

Technical & Operational Experience

• 5 years of experience managing complex technology infrastructure environments and delivery models
• 3 years of experience working with senior management and cross-functional stakeholders to deliver technology services
• Strong educational background in the technology sector, fortified with relatable certifications, and designations.
• Previous experience leading teams, including the coordination, assignment, and delegation of activities for team members.
• Proficient in the understanding and experience in the implementation of IT methodologies, control frameworks, standards, and best practices.
• Skilled in risk management, cybersecurity, budgeting, and stakeholder communication.
• Architecting, implementing, and managing IT Infrastructure, IT Network, and IT Security assets and related services.
• Experience in IT System Administration, Azure and MS365, IT Security and Risk Management, Vendor relationship management experience.