Manager, Infrastructure and Support

Location:	Mississauga, Peel, Ontario, Canada
Job Type:	Permanent
Posted:	24th Jan 2008
Closing Date:	21st Feb 2008
Posted By:	Wheels Group
Details:
Manager, Infrastructure and Support The primary role of the Manager, Infrastructure and Support is to plan, organize, manage staff and overall operations to ensure the stable operation of the organization’s IT infrastructure. This includes developing, maintaining, supporting, and optimizing key functional areas, particularly network infrastructure, server infrastructure, data communications, and telecommunications systems. KEY ACCOUNTABILITIES Job Specific Responsibilities •Manage and set priorities for the design, development, maintenance, and evaluation of all infrastructure systems, including servers, SAN, LANs, WANs, Internet, extranet, intranet, security, wireless implementations, etc. •Design and implement short and long-term strategic plans to ensure infrastructure capacity meets existing and future requirements. •Design and implement a support model (ideally predicated on ITIL service management) that meets and exceeds the negotiated service levels for applications and infrastructure across a diverse stakeholder community (corporate users, branch office users, mobile users, customers and business partners). •Conduct feasibility studies for various upgrade projects, improvements, and other conversions. •Prepare RFP’s, bid proposals, contracts, scope of work reports, and other documentation for infrastructure projects and associated efforts. •Develop, implement, and maintain policies, procedures, and associated training plans for infrastructure administration. •Participate in the development of IT strategies in collaboration with the senior IT Management. •Define hardware and software standards in conjunction with owners and stakeholders. •Test network performance. Provide network performance statistics and reports; develop strategies for monitoring and maintaining network infrastructure. •Test server performance and provide server performance statistics and reports; develop strategies for monitoring and maintaining server infrastructure. •Conduct research and make recommendations on products, services, protocols, and standards in support of all infrastructure procurement and development efforts. •Negotiate with vendors, outsourcers, and contractors to secure infrastructure-specific products and services focusing on cost savings. •Manage operational costs; conduct near- and long-term financial forecasts for expanded functionality/user base. •Establish and maintain regular written and in-person communications with the organization’s executives, decision-makers, stakeholders, department heads, and end users regarding pertinent infrastructure activities. •Assist with the planning and deployment of infrastructure security measures. •Practice IT asset management, including maintenance of component inventory and related documentation. •Manage on-call support including escalation. •Other duties and assignments as required. Leadership Responsibilities: •Conduct the Employee Development Process with team members on a formal annual basis as well as informally, when required, to provide coaching, mentoring and feedback on performance. •Possess thorough knowledge and appreciation for each team as well as each team member’s role within their team. •Provide coaching and training to the team members. •Assign tasks and duties related to new and ongoing projects to the team members. •Set department goals and objectives to meet Wheels Group corporate strategic goals •Provide opportunities when possible to expand knowledge base responsibility of team members • Make recommendations regarding operation budgets and staffing requirements. KNOWLEDGE AND SKILLS REQUIRED Education and Industry Knowledge •Undergraduate degree / college diploma in Computer Science or related discipline. •Supporting IT certification are assets. •Possess a minimum of 10 years experience in an infrastructure and support design role. •Possess a minimum of 5 years in a managerial role. Technical Skills •Proficient in Microsoft Office (e.g., Outlook, Visio, Excel, Word, PowerPoint, Project). •Knowledge and experience in the implementation and management of WANS using site to site VPN, MPLS, frame relay and other networking strategies. •Possess 10 years of experience in the structuring of servers and LANS to achieve multiple security zones with various levels of trust. •Possess a minimum of 10 years of experience managing and resolving infrastructure issues involving multiple hardware and services vendors. •Knowledge of current protocols and standards, including ITSM/ITIL, TCP/IP, DNS. •Conversant with scripting languages such as WSH, VBScript, WMI, and ADSI. •Application support experience for Financials (Epicor), EDI, Transportation Management Software (e.g. Freight Logix, TEDS), ASP.NET, .NET Framework 2.0, SQL Server. •Extensive server experience running Windows Server 200x on HP and Dell gear. •Extensive experience with HP EVA3000 SAN. •Extensive experience with VMWare ESX. •Extensive experience with Data Protector backup system. Customer Service Skills •Exceptional knowledge of service and application delivery, as well as successful service level agreement accomplishments. •Dedicated commitment to providing superior, timely internal and external customer service. •Strong interpersonal skills with the ability to communicate clearly and effectively in verbal and written form. •Strong problem-solving and decision-making skills in a team environment. •Highly organized with the ability to multi-task. •Team cooperation and respect is required. •High tolerance for stress. •Able to travel within Canada and the Unites States. Leadership Skills •Highly motivated, patient, positive and pro-active team player who is able to undertake a leadership role in order to teach, motivate and empower the team to have them perform their role in the most effective and efficient way. •Strong team-building skills. •Highly disciplined process focused management style •Strategic / visionary abilities. •Be a role model for quality and integrity.

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