Manager, IT Operations

Job title: Manager, IT Operations

Job description: Job Summary

The Manager, IT Operations reports directly to the CIO and is the leader the IT Operations team is responsible for cybersecurity, network connectivity, and desktop support. Maintaining a highly available and secure computing and connectivity environment for our staff and guests is a critical part of allowing us to provide world-class experiences to hockey fans in Ottawa and the guests of the Canadian Tire Centre and our other facilities.

The Manager, IT Operations will provide the architectural vision, diligence, and leadership required to ensure all of our critical IT infrastructure functions reliably and as expected.

Responsibilities

• Lead the IT Operations team that is responsible for cybersecurity, network connectivity, and desktop support for our staff and facilities in Ottawa and Belleville
• Work with the CIO and facilities staff to ensure a highly-available, highly secure network communications and computing environment
• Work with the CIO to create and manage the IT Operations Budget
• Ensure that staff have the desktop IT support required to work effectively and securely
• Provide Tier2/3 network support
• Maintain and improve documentation
• Participate in Disaster Recovery planning and testing
• Continuously improve the delivery of the IT services your team delivers with a focus on providing best in class service to internal and external stakeholders.
• Manages a small team of junior and intermediate IT Support staff, maintaining a professional, supportive, and positive work environment for them, evaluate their performance, ensure adequate personal and professional development, identify development needs, and recommend appropriate training strategies.
• Stay abreast of new technology, work methods, and techniques associated with all aspects of computing.
• Establish performance measures and quality control procedures for your team.
• Create standard operating procedures & escalation processes for alarms & security events relating to network connectivity and infrastructure.

Who You Are

• A strong communicator: You have exceptional oral and written communication skills and are able to articulate your analyses in a clear and concise manner to technical and non-technical audiences.
• Customer-Focused: You naturally have a service-oriented mindset which shows during your interactions through empathy, patience, and a positive attitude.
• Collaborative: You are a natural relationship builder and are comfortable working and engaging with a diverse group of internal and external stakeholders at all levels. You lead by example and focus on supporting others to achieve success.
• Detail-oriented: You have demonstrated experience in being hands-on in projects, day-to-day operations, and troubleshooting to ensure all work items are completed to the highest level of quality.
• Diligent: You are proactive in finding and fixing problems. You follow up with others when needed to ensure solutions remain on track.
• Flexible: You are agile in your approach to be successful in handling multiple projects and can adjust your working hours as required to meet deadlines, respond to outages, or oversee off-hours maintenance.
• A Hockey Fan: You love the Sens!

Requirements

Professional Credentials you Posses

• University degree in Electrical Engineering, Computer Systems Engineering, Computer Science, Management Information Systems, or a related field
• CCNP, CCIP or equivalent certification

Managerial and Leadership Skills & Experience that You Have

• 3 or more years leading a small team of IT Support staff
• Coaching junior IT Support staff and helping them develop their careers
• Creating a fun and rewarding work environment for your team
• Working stakeholders to understand their needs in non-technical terms
• Presenting solution options and risks to senior managers or executives
• Developing and tracking budgets
• Maintaining relationships with vendors and partners
• Proactively identifying and highlighting risks and opportunities to your colleagues

Technical Skills & Experience that You Have (Networks & Infrastructure)

• 7 or more years in IT Support/Services including desktop support, network design and support, and cybersecurity.
• Designing, installing, monitoring, securing, and troubleshooting LAN/WAN including high-availability design, switching, routing, load balancing, firewalls, SAN, VLAN, VPN/SDWAN, WAP, and cabling/patching
• Strong understanding of highly available architecture and experience supporting mission-critical connectivity services
• Strong understanding of data center environments, concepts, and technologies
• Strong understanding of secure network architectures, threat signatures, and network security principles and practices
• Knowledge of networking protocols such as TLS, TCP/IP, DNS, DHCP, and VPN design and integration
• Working in a NOC which monitors and troubleshoots network performance (uptime, QoS) with tools such as Wireshark, CACI, MRTG, PRTG, Nagios, Zabbix, etc.
• Familiarity with open-source network security and enterprise monitoring tools such Snort, Suricata, Zeek/Bro, Sysmon, ELK, etc.
• Proficiency in troubleshooting large multi-tier multi-segmented networks in a complex WAN environment
• Segregating networks to improve security and performance.
• Developing, maintaining and testing an enterprise network disaster recovery plan
• Provisioning and maintaining virtual servers (VMware and Hyper V)
• Patching and backup of network appliances and firewalls
• Patching and backup of servers and client devices
• Deploying and maintaining desktop voice systems (VoIP, SIP trunking)
• Windows Server installation, configuration, and maintenance
• Active Directory design, administration, and implementation
• Automating IT Operations tasks with scripting (PowerShell, Bash)
• Planning, implementing, and monitoring automated backups (on-site and to the cloud)
• Troubleshooting network issues and conducting Root Cause Analysis of issues and incidents
• Ability to work confidently with command line interfaces

Technical Skills & Experience that You Have (Desktop Support Service Desk)

• Managing a small team of IT Support staff providing Desktop Support and Tier 1/2 network support
• Microsoft O365 configuration and administration, including SharePoint and Exchange
• Microsoft O365 Security Center
• Configuring and troubleshooting desktop computers (Windows 10/11)

It Would be Nice if You Have:

• Demonstrated knowledge and experience implementing or managing Aruba Campus Core and Data Center switches
• Demonstrated knowledge and experience implementing or managing IPTV and digital signage networks (Cisco Vision)
• Demonstrated knowledge and experience implementing or managing Video broadcasting back-office infrastructure (Ross Video)
• Demonstrated knowledge and experience implementing or managing POS networks
• Microsoft Azure administration experience
• Microsoft InTune/MEM experience
• Fortinet and/or Palo Alto certifications

• Knowledge of standards such as ITIL, NIST, NERC, SOC 2, ISO/IEC 27001, or ISO 35.x
• Knowledge of PCI DSS
• Agile/Project Management certification

We would like to thank all applicants for applying; however, only those applicants selected for an interview will be contacted. Applications received will be maintained on file for a period of 6 months and may be referenced for future staffing requirements.

Senators Sports & Entertainment supports the goals of Ontario Regulation 191/11 – Integrated Accessibility Standards and is pleased to accommodate applicants who have a disability during the recruitment process. Please inform the Human Resources Department at 613-599-0250 if you require a disability related accommodation in order to participate in the recruitment process.

SSE is committed to building an inclusive process that respects the dignity and independence of people with disabilities.

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