Senior Manager, IT Infrastructure & Operations

Data. Discovery. Better Health.

ICES is a world-leading health research and analytics institute. With a wealth of data and analytic expertise, we create trusted evidence that has changed health policy and practice and helps ensure better health for all. 

Ready to discover more with us? Join our outstanding, collaborative team where your skills, knowledge and curiosity are valued and can change the future of health care.

At ICES, we recognize what matters most to our employees. Some of the great benefits of working at ICES include:

• Flexible remote work arrangements anywhere in Ontario


• Competitive Compensation


• Comprehensive Benefits Program


• HOOPP Pension Plan (Defined Pension)


• Employee Assistance Program and Dialogue Well Being Program


• Generous vacation, float and caregiver days for all employees


• Education Fund and Dedicated Education Days


• Holiday Closure


• Perkopolis Employee Discount Program

Introduction:

ICES is seeking a Senior Manager, IT Infrastructure and Operations to join our Technology department. Reporting to the Director, Information Technology (IT), the Senior Manager, IT Infrastructure and Operations will be responsible for user technical support and the implementation and administration of enterprise, systems and infrastructure both in clouds and on premise. This role is responsible for overseeing the application development and support activities as well. 

Responsibilities of the position include, but may not be limited to:

1. In partnership with the Director of IT, helps to ensure the ongoing professional development and skill competency of the team to meet ICES’ current and evolving IT and application development needs:

• Motivate, mentor, coach and manage the performance for direct reports;


• Helps team execute career development plans;


• Plans and implements team development and education activities;


• Manage the IT related user orientation, communication, and training;


• Participate in the attraction, recruitment and retention of highly skilled and qualified personnel who fit the team and organization’s culture and build a high performing team in collaboration with Human Resources;

2. Manages IT Infrastructure, applications, and Operations:

• Provides leadership, direction, and performance of technical teams to ensure the delivery of IT infrastructure services;


• Responsible for the management, availability and support of all IT infrastructure technologies, including corporate office network, satellite sites networks, production and DR datacenters and cloud environments;


• Plan and manage application development projects/supports to deliver high quality software applications on time and budget;


• Responsible for designing and operating highly available, fault-tolerant, scalable infrastructure and, optimize performance cost-efficient cloud solutions that aligning with corporate strategy and business services;


• Prioritize and manage resource allocation for day-to-day operations and service delivery initiatives and produce deliverables in a timely and effective manner;


• Manage the monitoring, reporting and optimization of system performance and availability;


• Provide regular project status updates on schedule, budget, and deliverables;

 3. Ensure the security and privacy of operational processes and IT systems in order to protect information assets;

 4. Create and maintain system/application design, implementation, and support documents;

 5. Develop and execute IT infrastructure plans and ensure the alignment with IT and organization wide business plans;

 6. Develop, implement, and continuously improve effective IT policies, procedures and standards;

 7. Manage the proactive detection and resolution of problems to reduce reoccurrence of incidents;

 8. Oversee the process of innovative change effectively;

 9. Manage the proactive detection and resolution of problems to reduce reoccurrence of incidents;

10. Work in collaboration with peers, department managers and users to identify the need for new IT services and systems, emerging technologies and methodologies that could benefit the organization;

11. Manages the technology team:

• Effectively utilizes each team member to his/her fullest potential;


• Motivates team to work together in the most efficient manner;


• Mitigates and manages any team conflict and/or communication problems;

12. Ensures effective client management:

• Manages day-to-day internal and external client interaction;


• Sets and manages internal and external client expectations;


• Communicates effectively with internal and external clients to identify needs and evaluate alternative business solutions;


• Continually seeks opportunities to increase internal and external client satisfaction and deepen relationships;

13. Manages effective department communication:

• Holds regular status meetings with team;


• Keeps team well informed of changes within the organization;


• Effectively communicates relevant technology-related information to superiors and the organization in a timely manner;


• Delivers engaging, informative, well-organized presentations;


• Resolves and/or escalates issues in a timely fashion;


• Understands how to communicate difficult/sensitive information tactfully;

14. Keep current on knowledge of emerging technologies by reading professional publications, and participating in educational and training opportunities;

15. Identifies and provides standards for gathering information for use in trend analysis and reports information to company management;

16. Flexible in availability with regards to working hours and days scheduled required;

17. Other duties as may be assigned within the scope of this position. 

Knowledge, skills, and abilities required: 

• University Degree in Computer Sciences or equivalent;


• IT industry certification required such as MCSA/MCSE, SCSA, RHCE, ITIL;


• Eight (8) years of progressive experience in IT user support, system administration and IT management;


• Strong hands-on working experience with Windows, UNIX, Cisco Networking, enterprise storage and VMware environment;


• In-depth understanding of IT service management processes and procedures; Ability to provide leadership and mentorship to team members;


• Ability to lead team through dynamic and shifting business priorities Previous working experience with healthcare or public sector is an asset;


• Strong cloud experience required;


• Ability to plan and manage multiple projects and to set priorities;


• Excellent analytical, troubleshooting, and problem-solving skills;


• Demonstrated IT Operations management and development skills;


• Excellent interpersonal communication and customer service skills.

This full-time opportunity is for an existing vacancy at ICES Central. The annual salary range for this role is $120,000 - $140,000. Successful candidate must reside within Ontario while working under our remote flex model and be able to come into the office when required from time to time.

Security clearance may be required.

Interested candidates should submit their resume and cover letter detailing how their knowledge, skills and abilities match the scope of this position.

ICES is committed to ensuring equity in employment. Our goal is to attract, develop, and retain highly talented employees from diverse backgrounds allowing us to benefit from a wide variety of experiences and perspectives. ICES strongly encourages applications from candidates from equity-deserving communities including but not limited to First Nations, Métis, Inuit, Black and racialized, 2SLGBTQIA+, and persons with visible and non-visible disabilities.

ICES is committed to providing accessible employment practices, in compliance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Applicants are asked to make accommodation requests to ICES and we will make every effort to ensure that accommodation requests are met throughout the recruitment process.

We thank all applicants for their interest in working at ICES. Due to the volume of applications received, only applicants being considered for the position will be contacted for further discussions.