Manager, IT Operations Support at Ontario Teachers' Pension Plan

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

Requirements

Bachelor of Commerce, Bachelor of Engineering, Computer Science or equivalent University degree
Breadth & depth of the infrastructure capabilities
Specific experience related to Middleware support, AKS and Access Mgmt elements. (Hands on or Management experience)
Good understanding of Infrastructure technologies supporting the current and future needs of the line-of-business
Good understanding of IT Service Management practices and ITIL processes
Excellent Infrastructure management knowledge and experience
Good understanding of software platforms, groupware, middleware, databases, connectivity solutions and hardware platforms
Excellent knowledge of information technology processes in the areas of infrastructure day to day management
Good knowledge on managing people
Excellent knowledge of managing vendors
A minimum of 4 years of experience in an information technology role
A minimum of 2 years of experience delivering as a manager specifically aligned to Infrastructure services
Demonstrable experience leading Major Incident & Problem Management, Root Cause Analysis

Responsibilities

Manage a diverse portfolio of applications and infrastructure through day-to-day 7x24 L1 operations and L2 infrastructure teams
Lead our L1 and L2 Infrastructure Operations team of people made up of full-time employees, contract and vendor staff delivering 7x24 hour support services
Participate in Major Incident & Problem Management process to identify root causes, assess options and resolving courses of action, including advancing to senior leadership when needed
Manage Service Levels and processes for the key deliverables within our mandate, including Incident, Problem, Change, Request and Release to Production
Manage the 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 processes in IT Infrastructure
Collaborate with different technology teams to ensure effective governance in the context of delivering application support for and small / improvements to application(s)
Actively collaborate with information technology groups and partners to support organizational and IT objectives
Serving as a two-way advocate, translate business goals into technical solutions
Manage a team of individuals 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 managed within the group to achieve greater efficiency and effectiveness
Drive and manage Infrastructure operations through reviewing and managing Level 1 and Level 2 support services
Support Infrastructure leadership to drive and improve infrastructure strategic service delivery

Skills

Key technologies and capabilities for this role

Infrastructure OperationsL1 SupportL2 SupportIncident ManagementProblem ManagementChange ManagementRoot Cause AnalysisDisaster RecoveryService Level ManagementData Center Management

Questions & Answers

Common questions about this position

What education is required for the Manager, IT Operations Support role?

A Bachelor of Commerce, Bachelor of Engineering, Computer Science or equivalent University degree is required.

What specific infrastructure experience is needed for this position?

Candidates need breadth and depth of infrastructure capabilities, with specific experience related to Middleware support, AKS, and Access Management elements, either hands-on or in a management capacity.

Is this a remote position, or is there an office requirement?

This information is not specified in the job description.

What teams will I work with in this role?

You will work with IT Services, Product and Delivery, and Application Deployment and Product Support teams, as well as lead a L1 and L2 Infrastructure Operations team including full-time employees, contract, and vendor staff.

What does a strong candidate for this role look like?

A strong candidate has the required degree, deep infrastructure expertise including Middleware, AKS, and Access Management, strong leadership skills to build and mentor a high-performing team, and excellent communication to bridge business and technical contexts.

Ontario Teachers' Pension Plan

Global investment management for pension funds

About Ontario Teachers' Pension Plan

Ontario Teachers' Pension Plan manages a large investment portfolio with $241.6 billion in assets, aiming to grow to $300 billion by 2030. The organization invests in a diverse range of sectors, including agriculture and artificial intelligence, to ensure retirement security for 333,000 teachers in Ontario. Their investment strategy goes beyond just financial returns; they focus on enhancing sustainability in their portfolio companies and seek to create a positive impact on the businesses they invest in and the broader community. This commitment to responsible investing sets them apart from other pension funds, as they prioritize both profitability and a better future.

Toronto, CanadaHeadquarters

1989Year Founded

$15,381MTotal Funding

N/ACompany Stage

AI & Machine Learning, Financial ServicesIndustries

1,001-5,000Employees