Infrastructure Operations Manager

In a changing world, unprecedented challenges require unmatched talent. Join one of Montreal's Top Employers in 2025. We are a dynamic and growing organization having its main establishment located in downtown Montreal and part of a leading international banking institution fully committed to building a more sustainable future. Note that the position may be in the Canadian Branch of BNP Paribas or in one of its subsidiaries based in Montreal.

**The position at a glance**

The Infrastructure Operations management position is part of the AMER Infrastructure office team. This position will be responsible for providing instrumental direction in creating and maintaining value for the infrastructure team through better control design, service management, capacity planning, and the introduction of new ideas resulting in enhanced controls and processes of IT, reporting risk related services & co-ordination of projects within infrastructure scope. It combines principles, practices, and methods from ITIL and Change Management and continual improvement of those services.

The Infrastructure Operations manager works with technical and process leads, service management, compliance and infernal and external audit teams. Identify and coordinate delivery of Continual Service Improvement Service Delivery Lifecycle and looks for opportunities to improve the performance and compliance of services to deliver enhanced value to Infrastructure team and the businesses it supports.

**In detail**

Collaborate with the Infrastructure teams in reporting operational metrics and Key Performance Indicators related to risk & operational topics including but not limited to change, incident and problem management.

Lead governance around inventory management & data quality of the inventory for all infrastructure asset classes.

Establish a robust capacity management program with contribution from various infrastructure teams.

Presents Infrastructure changes in global and local change management meetings and ensures teams adhere to best practices including change quality and best practices

Facilitate collaboration between infrastructure teams for any transversal infrastructure projects or efforts.

Create reports and analyze performance trends to identify potential risk rating improvement areas.

Ensure that risks and issues related to services are recorded, tracked, assessed and escalated as necessary.

Working with Audit, Compliance, Service Owners to address and ensure closure of all risk related items including but not limited to ITSIMs, Permanent Control Actions (PCAs), Risk Acceptances (RAs), and Self-Identified Action Plans (SIAPs)

Communicating the vision of Continuous Service Improvement across the organization

Presenting improvement recommendations to senior management

Monitor practices and processes to guide the implementation of compliance and improvement strategies improvement

Identify risks to successful achievement of goals, and take appropriate steps to mitigate those risks

Ability to interact with Senior Executive Level Management

**The strengths and skills that will help you succeed**

Bachelor Degree

7+ years’ experience in Infrastructure support or service Management is required.

Strong knowledge of infrastructure technologies (OS, Virtualization, DB, network etc.) is a plus.

Demonstrated Expertise of Technical Background with proven process improvement track record.

Demonstrated expertise in understanding Operational Risk including incident management & change management.

Demonstrated expertise in people management experience, ideally across geographies and time zones.

Understanding of a Capital markets & global banking organization and its Information Technology group is desirable.

Knowledge of Agile or other Project Management methodologies.

Analysis of business processes

Strong written and verbal communication skills including interaction with Senior Management

Solid problem solving and analytical skills; must be resourceful, creative, innovative, results driven and adaptable

Strong knowledge of ITIL Practices

Extensive knowledge of Production frameworks

Significant experience of Production Support

Extensive knowledge of IT Risks and NIST framework

Demonstrated Expertise in dealing with Internal Audits, First Line and Second Line of Defenses and external Auditors.

Required Technical skills:
Experience with Power BI is a big plus.

Technical expertise to have a high-level understanding of server, DB & network components.

Scripting ability is a plus.

Technical writing, Analytical Skill, Data Mining, Coding Literacy.

Understanding of Software Development & Database Design, Server, Data Analysis.

ITIL v3 or v4 certification preferred.

Experience of other MS Office products including Word, Excel, Access, PowerPoint, Outlook, Visio, Project & others.

Given the vast majority of our clients, both internal and external, are based outside of Quebec and Canada, specific language requirements may a