Information Technology Operations Manager

Job Description

<p>Key Responsibilities</p><p>• Team Leadership & Management</p><p>o Lead and mentor L1, L2, and L3 support teams across cloud, infrastructure, and application domains.</p><p>o Define team goals, monitor performance, and foster a culture of accountability and continuous improvement.</p><p>• Operations & Service Delivery</p><p>o Oversee daily IT operations, ensuring uptime, stability, and optimal performance of systems and services.</p><p>o Manage incidents, problems, and changes through ITIL-aligned processes.</p><p>o Monitor and maintain compliance with defined SLAs and OLAs.</p><p>• Cloud & Infrastructure Management</p><p>o Manage hybrid cloud environments (Azure, AWS, GCP) including servers, storage, and networking.</p><p>o Coordinate with cloud architects and DevOps teams for deployments and troubleshooting.</p><p>o Ensure infrastructure scalability, patching, and security best practices.</p><p>o Firewall Management</p><p>o Network Management</p><p>• Application & Platform Support</p><p>o Oversee application support and integration with backend systems.</p><p>o Work closely with application owners to ensure seamless operation, performance tuning, and timely issue resolution.</p><p>• Escalation & Incident Management</p><p>o Act as the point of contact for major incidents and critical escalations.</p><p>o Coordinate root cause analysis (RCA) and drive problem management initiatives.</p><p>• Process & Governance</p><p>o Develop and enforce IT operational policies and standard operating procedures.</p><p>o Conduct periodic service reviews, capacity planning, and performance reporting.</p><p>o Collaborate with stakeholders to continuously enhance user experience and service delivery.</p><p>/VM</p><p><br></p><p>Work Location: 6950 Tomken Road Mississauga, Ontario L5T 2S3 Canada.</p><p>Going to Office - 5 Days a Week</p><p>Travel between different sites as needed.</p>