Manager, IT Infrastructure Operations

Job title: Manager, IT Infrastructure Operations

Job description: WORK ILLUSTRATION:

Reporting to the Senior Manager, IT Infrastructure Operations, the Manager, IT Infrastructure Operations is responsible for leading the administration and support of the company’s fiber-optic telecom, voice and storage/backup environments, while maintaining optimum security. The incumbent will collaborate closely with other IT stakeholders to elicit, analyze, communicate and validate telecom, voice, storage and backup requirements required to meet the needs of the Business. The incumbent processes business requirements to deploy applicable telecom, voice, storage and backup IT solutions, utilizing optimal methodologies and software for administering this infrastructure. Leading a team of union, contract IT professionals and external vendor resources, the incumbent manages and maintains systems, processes, standard operating procedures and tools for supporting MPLS/DWDM telecom systems and the city-wide dark fiber infrastructure, Call Manager and Call Center systems and integrated 3rd party end-user applications, SAN & NAS storage and online/offline backup systems. The Manager is accountable for asset, capacity and lifecycle management and provides operational support to the capital programs with telecom, voice, storage and backup dependencies across all business functions

The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro.

Toronto Hydro has implemented a mandatory vaccination requirement for all its employees. Proof of full vaccination will be required upon receiving a conditional offer of employment. Toronto Hydro will provide reasonable accommodation to individuals who cannot be vaccinated due to disability or any other ground protected by the Ontario Human Rights Code.

KEY RESPONSIBILITIES:

• Responsible for Telecom (MPLS, DWDM, Dark Fiber), Voice (Call Manager, UCCE/UCCX), Storage (SAN/NAS) & Backup Infrastructure

• Supervises day-to-day infrastructure activities performed by internal designated and technical professionals (unionized) and external contractor resources. Manages safety, attendance, performance, discipline and training to confirm compliance with organizational policies, practices and programs, and motivates and engage employees to execute infrastructure operations outcomes (results and measures)

• Owns and manages internal processes to support IT infrastructure services delivery and support. Acts as first point of contact for escalated internal and external issues (in assigned infrastructure operations area). Improves optimization and efficiency of IT infrastructure services to improve business partnership/client outcomes

• Manages the creation and updating of telecom, voice, storage and backup standard operating procedures

• Establishes and maintains telecom, voice, storage and backup High Availability and Disaster Recovery procedures

• Proactively and reactively identifies and resolves issues to mitigate risks to departmental operations and/or work program or service delivery (i.e. financial, resourcing, operational/scheduling, customer)

• Manages IT assets, including capacity, response to incidents and issues resolution, monitoring, life cycle management/refresh and continuous improvement to improve reliability

• Provides support for Corporate Capital Projects and researches and identifies industry trends

• Manages operational costs, budgets, negotiates and manages contracts/invoices

• Seeks opportunities for improvement of IT service and infrastructure management and technology systems, including architecture advancement, service level improvement, cost efficiency and capital program delivery. Participates in departmental or divisional projects that improve safety, service, operational performance or financial outcomes.

REQUIREMENTS:

• Post – secondary College Diploma or Bachelor’s degree in information systems, computer science, engineering, business preferred. Related discipline maybe considered.
• Ten (10) years of experience in Information Technology
• Five (5) years’ recent progressive project/supervisory leadership experience preferred
• Seven (7) years of experience in asset lifecycle management, infrastructure planning and at least 2 of the following technical skill groups:

• Telecom (MPLS, DWDM, Dark Fiber) – preferred;
• Voice (Call Manager, UCCE, Contact Center 3rd party applications) – preferred;
• Storage (SAN/NAS) – desired, but not mandatory;
• Backup (online/offline) – desired, but not mandatory;

• Strong project management and stakeholder engagement skills

• Specialized infrastructure operations certifications and programs (preferred), for area of expertise

• Knowledge of operating principles of telecom, voice, storage and backup systems such as Nokia MPLS/DWDM, Cisco Call Manager, Cisco UCCE/UCCX, Fiber-Channel SANs, Storage Arrays, Network Attached Storage (NAS) and EMC Data Domain/Networker backup.
• Ability to conduct field visits for periodic health and safety team inspections

• Proven track record in developing and managing internal and external stakeholder relationships

• Strong analytical problem solving and decision-making skills

• Solid working knowledge of standard and best practice frameworks and methodologies (e.g. ITIL)

• Negotiating skills and the ability to influence others

• Strong vendor management skills

• Experienced working in a unionized environment is a plus

• Superior interpersonal skills with customer service orientation

• Strong verbal and written communication skills; ability to communicate effectively with technical and non-technical stakeholders
• Maintains calm disposition under high pressure situations

Toronto Hydro has introduced a Hybrid Work Arrangement. This position allows for remote work up to three days per week, based on business needs. Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person. You are expected to live in Ontario and within reasonable commuting distance of the office.

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