Operations Manager, Service Operations Centre

1 day ago

Burnaby, Canada PHSA Full time

**Job Summary**:
In accordance with the Mission, Vision and Values, and strategic directions of PHSA safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA’s Agencies/Divisions/Services, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Operations Manager is responsible for the day to day operation of the Technology Services Service Operations Centre [SOC], that is responsible to Technology Services’ infrastructure first alert surveillance and response capabilities. The Operations Manager ensures that required staffing, management tools, and support model is established and maintained to ensure delivery of a 24/7 monitoring and response service. The Senior Operations Manager is the first point of contact for issue escalation, monitors effectiveness of management tools, and provides recommendations to optimize service delivery and support, tooling configuration and utilization. The Operations Manager is responsible for negotiating with internal stakeholders and external vendors to ensure the resolution of issues relating to Technological Services monitored infrastructure and services. The Operations Manager contributes to ongoing process improvements by recommending, developing, and implementing. Manages designated staff, communicates job function and work expectations, and carries out performance evaluations.

**Duties/Accountabilities**:

- Ensures the availability and ongoing operational management of the Technology Services 24/7 first alert surveillance and response Service.
- Performs issue triage and remediation/routing for monitored infrastructure with support from assigned SOC technical resources. Leads/coordinates issue remediation activities with other technology teams
- Acts as the first point of escalation for SOC resources and system/service owners related to issue triage and remediation. Ensures that infrastructure alerts and ticket queues are monitored and managed.
- Monitors the availability of effectiveness of management tools to ensure continuous service operation. Provides recommendations to service and management tool owners on opportunities to optimize process and tooling configuration and utilization.
- Defines, documents, and communicates job functions and work expectations to assigned resources. Monitors day to day work performance to ensure that work activities are completed in accordance with documented standards, processes, and procedures.
- Oversees schedule management to ensure appropriate shift coverage for SOC job functions. Responsible for the hiring and ongoing performance management of SOC resources in accordance with established organizational polices and processes. Orients new SOC resources to key job functions, tool sets, processes, procedures, and work expectations.
- Produces management and operational reports to document service performance against defined service levels and effectiveness of daily operations. Reviews reports to ensure performance of assigned resources meets defined and documented expectations.
- Performs regular compliance audits to ensure work activities are being performed in accordance with defined standards and service level expectations. Audits controls to ensure they are fit for purpose.
- Liaises with Technology Services Operations Managers and teams on a regular basis to maintain currency on technical standards, tool sets, and operational practices.
- Coordinates, tracks, and reports on the execution of planned changes and scheduled maintenance activities performed by the SOC. Monitors the progress and status of planned changes performed by Technology Services Operations teams.
- Makes recommendations regarding improvements to toolsets, processes, and controls. Responsible for the development and implementation of continuous improvement plans to mature SOC capabilities and related processes/procedures, controls, and reporting. Produces business cases to secure funding to mature and expand SOC capabilities and scope, as required.
- Contributes to development and oversight of the SOC operating budget including participating in the annual business planning and budget review cycles. Monitors expenditures, and conducts variance analysis and reporting. Responsible for management of the SOC non-labour budget.

**Qualifications**:
A level of education, training, and experience equivalent to a university degree in a program, such as Computer Science, plus related vendor network certifications, and five to seven (5-7) years’ of recent experience in an IT Operations management capacity within a complex enterprise environment. Prior public sector / health experience desired. Vendor designation [E.g. Cisco CCNA and/or Microsoft MCSE or equivalent designation] is preferred.

Knowledge / experience with current network architecture/standards and industry best practices required to implement and maintain a reliable data netwo

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