Manager, IT Operations Support

Overview

The opportunity : As a key member of the Application and Infrastructure Operations Services team, the Manager, L1 and L2 Infrastructure Operations Support is responsible for managing Infrastructure services supporting production products. This role drives and manages Infrastructure operations by reviewing and managing Level 1 and Level 2 support services and supports Infrastructure leadership to improve 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 resources, capabilities, and capacity are available and adaptable to meet the needs of OTPP.

Responsibilities

• Manage a diverse portfolio of applications and infrastructure through day-to-day 7x24 L1 operations and L2 infrastructure teams.
• Lead the L1 and L2 Infrastructure Operations team consisting of full-time employees, contract and vendor staff delivering 7x24 hour support services.
• Participate in Major Incident & Problem Management to identify root causes, assess options, and resolve courses of action, including escalating to senior leadership when needed.
• Manage service levels and processes for key deliverables within the mandate, including Incident, Problem, Change, Request and Release to Production.
• Oversee 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.
• Drive Service Level Objectives for Infrastructure resources.
• Drive Disaster Recovery, shift-left and other key IT Infrastructure processes.
• Collaborate with technology teams to ensure effective governance in delivering application support and small improvements to applications.
• Actively collaborate with information technology groups and partners to support organizational and IT objectives.
• Translate business goals into technical solutions through planning, negotiation, communication, and judgment to bridge business and technical contexts.
• Manage a team 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 within the group to achieve greater efficiency and effectiveness.

What you'll need

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What we’re offering

Ontario Teachers' values diversity as a core strength. We strive for an inclusive and equitable workplace where talent is respected and empowered. For more information on our Diversity, Equity and Inclusion commitment, see 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 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.

Ontario Teachers’ may use AI-based tools to assist in screening and assessing applicants. These tools may help identify candidates whose skills and experience align with Ontario Teachers’ objectives by analyzing information provided in resumes and applications. Our use of AI does not replace human decision-making. To learn more about how Teachers’ uses AI with your personal information, please see Privacy Centre.

Functional Areas : Information Technology

Vacancy : Current

Requisition ID : 6630

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