Position Title: Manager IT Infrastructure Services
Department: IT
Location: Toronto
Incumbent: New Position
Date: February 5 , 2019
REPORTING RELATIONSHIPS
Reports to: Chief Systems Officer (CSO)
Direct Reports:N/A

PRIMARY FOCUS/ MANDATE

JOB CONTEXT
Reporting to the Chief Systems Officer, the Manager, IT Infrastructure Services is responsible for providing management for all IT Infrastructure Services that support Sky Regional’s 24x7x365 operation. This position will provide direction and guidance on the strategic and tactical implementation of services, and oversee IT operations on a day-to-day basis in a hybrid cloud and on premise environment.  Assessing risks and ensuring proactive and responsive security measures are in place is a key objective of this role.   With a highly responsive Service Desk and vendors who provide exceptional performance, consistently delivering reliability and efficiency will be critical to this position’s success.   Working in a highly detailed, complex and regulated environment, problem solving difficult logistical challenges with clear analysis and a decisive approach will ensure success in achieving departmental and corporate objectives. 

SPECIFIC ACCOUNT ABILITIES
INFRASTRUCTURE MANAGEMENT
  • Ensure that all cloud and on premise Infrastructure Services are running reliability and efficiently to provide 24x7x365 availability.
  • Respond to and troubleshoot infrastructure outages with a clear and concise plan to minimize operational disruption and ensure effective customer communication
  • Verify Infrastructure monitoring & maintenance is completed on an ongoing basis.  Implement proactive monitoring for;
  • Servers,
  • Network Switches, Routers & Firewalls
  • Network LAN, WAN, VPN components and connectivity
  • UPS
  • Manage plans and execute tasks for server management (on-premise and cloud)
  • Active Directory including Group Policy Deployment & Support
  • File & Print Services (Creation & Permissions)
  • OS Monitoring & Patching
  • Develop models for Infrastructure capacity planning and resource utilization to ensure effective cost control based on leading practices.
  • Develop business cases outlining project or program goals, resource requirements, and associated costs including a detailed cost-benefit analysis
SERVICE DESK
  • Create and maintain a Service Desk capable of supporting a 24x7x365 Airline Operation
  • Select, Implement and Maintain Service Desk Tracking software.
  • Document and log all issues to ensure proper tracking and follow-up.
  • Working with your customers, develop Service KPI’s to record, monitor and report service desk statistics.
  • Identify support trends and develop proactive initiatives to reduce customer impact.
  • Escalate as required to CSO any issues that have an operational impact.
  • Provide support and troubleshooting of end user infrastructure based applications; MS Office Suite, Office 365, etc…
  • Provide support and troubleshooting of end user hardware; Laptops, Desktops, Desk Phones and Cell Phones, iPads
  • Provide a weekly summary to CSO on all application support issues
CYBER SECURITY AND BUSINESS RESUMPTION
  • Participate in the ongoing development and maintenance of a Cyber Incident Response and Business Resumption Plan
  • Identify infrastructure risks, document mitigation's and implement proactive security initiatives
  • Prepare guidance material and documentation for training on Incident Response.
  • Coordinate/perform Incident Response exercises to validate response plans.
VENDOR RELATIONSHIP MANAGEMENT
  • Liaison with technology vendors to ensure quick issue tracking and resolution.
  • Act as liaison between end users and vendors to work in resolving issues and bugs in a timely manner.
  • Negotiate with vendors on supply of services and products ensuring an exceptional, cost effective outcome.
  • Hold vendors accountable for delivery of products and services and ensure SLA’s are met or exceeded
IT INITIATIVES
  • Support CSO on all IT initiatives.
  • Contribute in cost savings by maximizing the use of the applications and infrastructure to ensure efficiency that can be gained through full utilization of all resources.
  • Identify strategic needs clients may not recognize and ensure that approaches and solutions are linked to client objectives and future needs.
  • Participate in strategic and tactical planning for future IT Initiatives
  • Keep informed of current and upcoming IT trends and their applicability to Sky Regional’s requirements.
SAFETY AND REGULATORY
  • Comply with all legal and regulatory requirements.
  • Identify all issues that are not in compliance, escalate as required, develop/participate in mitigation plans.
TEAMWORK
  • Work closely with other departments to ensure effective delivery of IT Services.
  • Engage department managers as required to resolve issues in a timely manner. 
  • Develop proactive training plans and/or process change recommendations based on Service Desk support analysis.
OTHER
Other duties as assigned to support the operation.

KNOWLEDGE / SKILLS & EXPERIENCE REQUIREMENTS
EDUCATION:
  • University or College degree in Computer Science or equivalent technology program.
  • All other technology certifications will be given considerations.
EXPERIENCE:
  • Strong Leadership and people management skills with an ability to motivate staff to work to their fullest potential.
  • Proven track record in managing a Microsoft Environment, ie. AD, File & Print, Office 365, MS Office Suite.
  • Microsoft Azure deployments in an on-premise/cloud hybrid environment including Azure AD-Connect.
  • Experience in deploying and managing Networking LANs, WANs, VLANs, Wi-Fi, VPNs, MPLS and SDWANs.
  • Knowledge of current protocols and standards including Active Directory, Group Policies, Core Switching/Routing, SSL/IPSEC and virtualization.
  • Experience in deploying Telephony systems including call queuing, recording, playback & archiving.
  • Hands on experience in troubleshooting hardware such as servers, routers, bridges, switches, hubs, NIC’s, etc.
  • Knowledge and understanding of network mapping software for documenting IT Infrastructure.
  • Experience in policy development, documentation and roll out.
  • Current experience in developing and managing Cyber Incident Response and Business Resumption plans.
  • At least 5 years’ experience in a similar role is preferable.
  • Experience in completing an on-premise Exchange to Office 365 migration is an asset.

COMPETENCIES & ATTRIBUTES:
  • Demonstrated working knowledge of computer hardware and software applications.
  • Demonstrated success in multi-tasking during high stress situations with minimal supervision.
  • Proven ability to work independently in a fast paced dynamic environment.
  • Demonstrated excellence in prioritizing and organizational skills.
  • Demonstrated excellence in communication skills including ability to communicate in an effective, clear, accurate, concise and professional manner.
  • Excellent interpersonal skills, delegation, and initiative.
  • Organizing for results.
  • Initiative and Commitment to achieve.
  • Attention to Details and Quality.
  • Professionalism.
  • Problem Solving and Decision Making.
  • Strong oral and written communication skills.
  • Authorized to live and work in Canada.

Only applicants selected for an interview will be contacted. Sky Regional Airlines adheres to equitable hiring, employment and promotion practices. We therefore encourage applications from Aboriginal peoples, women, members of a visible minority and persons with a disability. We strive to meet the accommodation needs of persons with disabilities. Applicants are encouraged to make their needs for accommodation known in advance during the application process.
 

This is a full time position

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