Its Lead

1 month ago

Toronto, Canada Toronto Public Library Full time

The Lead is responsible for supporting the Manager in delivering one or more
project/program/operational plans. The Lead is also responsible for oversight of the delivery of the
services to ensure value is being delivered and that there is a focus on continual improvement. As
developing plans and deliverables, deploying resources, and interacting with key internal partners.
Subject matter expertise includes technical and procedural expertise for ITS infrastructure
management including, but not limited to databases, servers, network, telecommunications,
storage, security, integration and cloud.

**DUTIES**:
Under the general direction of the designated supervisor, and working within a team structure, this
position is responsible for:
functions, such as incident, requests, and problem management, by closely working with
ITS Service Desk, Device management and other internal ITS teams requiring multi
- department involvement

Coordinating the work of the technical team including prioritizing, scheduling and assigning
work, training staff, providing direction and monitoring work for excellence in service
delivery.

Directing staff including setting performance standards and providing verbal input to
performance appraisals

Acting as a single point of contact for the technical team for escalations, providing guidance
and quality assurance for technical and procedural questions

Working with the technical team to ensure that hardware and software infrastructure is
maintained with latest firmware and software requirements.

Proactively communicating the status, plan of action(s), and resolution(s) of problems
Monitoring and reporting the performance of network and infrastructure components

against KPIs and taking pre-emptive measures to minimize interruptions
Evaluating new technologies and platforms to determine whether their applicability aligns

with the businesses needs
In partnership with the manager, identifying opportunities and recommending solutions

for improving the overall network and infrastructure health by assessing overall
effectiveness and efficiency and delivering and implementing approved recommendations.

Leading infrastructure management initiatives such as, on-premises and cloud deployment,
equipment refresh, on-going improvements and automation as well a changes and
problem management.

Working with the Enterprise Project Management office and other ITS teams to plan,
schedule and execute on infrastructure deployments for enterprise-wide projects.

Actively participating in working with vendors for hardware and software selection and on
- going support

Enabling asset management practices to ensure an accurate account of technology,

lifecycle costs, and risks in order to optimize spending and support lifecycle management
and strategic decision-making.

Participating in and/or leading various committees and project teams by working with the
business to ensure ongoing review and understanding of business directions and needs
and to ensure alignment of the technology direction with current and future organizational
needs.

Ensuring technical documentation, support procedures, and user manuals for
infrastructure upgrades, as well as new projects are maintained.

Coordinating the development, maintenance, and evolution of technical roadmaps.
Producing and analyzing Service level reports
Performing other duties as required.
Evening, weekend and callback work may be required

**QUALIFICATIONS**:
Post-secondary education in the field of Information Technology
Ten (10) years’ related experience or an equivalent combination of education, training and

experience
More than five (5) years of related experience in IT leadership role
A Minimum of two (2) years project management experience.
Demonstrated experience working in a variety of OS environments including UNIX, Red Hat,

Red Hat OpenShift, Windows HyperV, and Mac
Deep understanding of networking protocols (e.g. IPSEC, HSRP, BGP, OSPF, 802.11)
Solid experience with Layer3 "Hot Standby Router Protocol (HSRP)", VRF and layer 2 protocol

MST
Solid understanding of the OSI or TCP/IP model

Hands-on experience with monitoring, network diagnostic and network analytics tools
Knowledge of IP routing (DNS, addressing), security issues, and specific skills to use current

component such as Cisco Router, firewalls
Working knowledge of F5 Load Balancers
Demonstrated experience in the use of PowerShell
Experience working with business stakeholders in establishing and maintaining standards

and Service Level Agreements.
Vendor management experience.
Practical knowledge of ITIL is required, ITIL certification is an asset
Proven ability to lead and to supervise staff
Excellent oral and written communication skills
Able to effectively communicate technical concepts to non-technical people
Proven ability to think conceptually, understand the big picture and convey clearly to others
Demonstrated ability to solve complex problems and develop innovative solutions
S

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