Reporting to the Sr IT Manager of Datacenter Operations, is a senior IT operations and support position. Responsible for performing all aspects of IT operations and support including participation in vendor, incident, problem, capacity, performance and change management. Strong vendor management and organizational skills are required for this position. The Technical Manager needs to have the skills to create technical documentation and effectively communication to both IT and Business audiences.
Areas of technology exposure may include, but are not limited to: Microsoft workstation and server infrastructure, Vmware ESX, Application Virtualization (Citrix), Storage Area Networks, SQL, Microsoft Active Directory
Must be a Subject Matter Expert in at least 3 areas of IT Infrastructure Management.
Handling requests for operations and support of the IT infrastructure
¨ Prioritizing incidents in order of importance/severity
¨ Perform and document all technical troubleshooting and problem resolution procedures within the Incident tracking system
¨ Act as Infrastructure IT representative on Operational Projects. Outline, schedule and implement tasks necessary for project completion.
¨ Complete all documentation and information tracking that is part of defined processes (ie. Inventory / asset tracking)
¨ Track and prepare monthly statistical reporting on Infrastructure Operations capacity and performance.
¨ Assist in identifying trends/gaps in incidents, determining root cause
¨ Track and prepare monthly statistical reporting on Infrastructure Support, measure against department level SLAs
¨ Resolve or escalate all requests
Consulting, coordinating and executing all equipment and software installs, moves, disconnects and upgrades
¨ Work with Facilities to schedule move requests made by the business units
¨ Planning equipment moves to ensure that all hardware and user requirements are met
¨ Create and execute plans according to schedule and defined process
¨ Install MCAP certified software
¨ General administrative duties to assist Help Desk Specialists
¨ Mentor and guide less experienced colleges with technical and non-technical challenges
¨ Scoping, Selling, Planning and Managing Small to Medium Size Projects within department
Coordinating efforts of external service providers
¨ Identify when external servicing is required.
¨ Coordinating and scheduling when service providers´ resources are needed.
¨ Overseeing and signing off on service delivery
Performing routine maintenance on all core IT infrastructure to ensure that all systems are available to the users as required
¨ Analyze and identify which routine tasks need to be performed
¨ Plan and schedule Infrastructure changes (Change / Implementation process)
¨ Execute maintenance releases during business hours and after
¨ Participate in oncall rotation, responding to escalations relating to telecommunications, server, storage, branch facilities and partner IT groups.
DECISIONS MADE OR PROBLEMS SOLVED ON OWN
¨ Decisions affecting short term infrastructure and non-infrastructure system availability
¨ Resolutions to outages outside of Core Business hours, whereby the downtime of is expected to be less than 2 hours.
¨ Initial escalation within support structures with vendors and partners
¨ Asset allocation between departments and cost centres
SPECIFICATIONS REQUIRED FOR THE ROLE
¨ Post-secondary degree or diploma in Computer Science, Engineering, or related field.
¨ Microsoft Certified Solutions Expert (MCSE) or equivalent experience.
¨ (Legacy) Microsoft Certified Systems Engineer (MCSE)
¨ A+ Network Certification or equivalent experience.
¨ 5 – 10 Years of related IT Experience
¨ Established working knowledge of Exchange 2007/10 Administration
¨ Experience working with SAN technologies, HP 3PAR experience is an asset.
¨ Working knowledge of Windows XP and Windows 7
¨ Working knowledge of Windows Server 2003, Windows Server 2008 including Windows Clusters
¨ Experience Administering Active Directory
¨ Experience Administering Citrix and VMware
¨ Experience administering Microsoft SQL
¨ Exceptional oral and written communication skills
¨ Excellent organizational and time-management skills
¨ Ability to multi-task in a fast paced environment
¨ Strong analytical and problem solving skills
¨ Proven ability to foster relationships
¨ Strong customer service skills.
¨ Self-driven, motivated with the ability to work independently and in a team environment
¨ Carries out duties with integrity and takes responsibility for actions
¨ Developed troubleshooting skills
¨ Strong desire/passion to learn new technologies
¨ Interpersonal skills (outgoing, confident, articulate)
¨ Working knowledge of ITIL and its concepts
¨ Strong Technical skills, network, desktops, telephony, servers, (both hardware and software)
¨ Understanding of Microsoft System Components – DHCP, DNS, WINS, Active Directory
¨ Vendor management skills
¨ Strong work ethic
¨ Developed troubleshooting skills