Job Specification
Position Title:
Manager, IT Infrastructure and Operations
Job Code:
M1003D - Information Technology34
Purpose of Position :
' To serve as the Manager of Infrastructure and Operations for the Financial Services Commission of Ontario's (FSCO) large scale and complex information technology and information management structure, overseeing I&IT Infrastructure & Operations (I&O) staff to support the day-to-day business operations of the Commission.
' To lead and manage the development, implementation, and continuous improvement of IT infrastructure, operations, and services at FSCO and to develop and manage effective relationships with multiple stakeholders, partners, and clients in provisioning IT services.
' To lead the planning and delivery of I&IT infrastructure projects and the procurement and contract management of goods and services, the provision of advice and support to FSCO management on infrastructure systems and application acquisitions, enhancements, operations, and problem resolution,
ensuring alignment with FSCO's technology architecture roadmap and corporate business goals.
Duties / Responsibilities :
Technology Infrastructure Management
' Manages and leads the section responsible for FSCO's IT infrastructure, operations, service desk, stakeholder services related to local and wide-area network systems and applications, Internet, Intranet, email, and telecommunications, including incident and problem management and resolution.
Ensures a full range of solutions and assistance is available to all users for infrastructure and operations services, support for desktop, mobile devices, web hosting, remote access, disaster recovery, email, telecommunications, security controls, printing, etc.
' Determines the I&O Section's business service objectives and priorities, and develops an annual section service plan to meet business objectives.
Implements and manages the section service plan and monitors/reviews service delivery results. Participates in the development/review of the operational planning cycle for the IT Section.
' Oversees the development and capacity management of the FSCO technology infrastructure. Ensures that FSCO infrastructure systems, policies, and procedures comply with OPS and FSCO IT strategic direction, policies, standards, and service level agreements.
' Manages and oversees the planning and delivery of infrastructure architecture and technology infrastructure projects which may involve significant changes, upgrades, configurations, etc. Manages and provides technical leadership for the research, acquisition, testing, installation, configuration, and
integration of large scale desktop and infrastructure systems, applications, and component upgrades to support business operations of stakeholder program areas.
' Provides short- and long-term strategic, tactical advice and recommendations to the FSCO executive team on IT infrastructure, operations, and services. Identifies opportunities, develops and presents plans for ongoing and future enhancements of all related services, operations and equipment to meet the short- and long-term needs of FSCO, its clients and stakeholders.
IT Operations
' Manages the ongoing monitoring, review and analysis of the overall performance of FSCO's technology infrastructure (e.g. capacity level, contingency plans, security measures), proactively responds to capacity and hardware issues, and leads the identification, recommendation, development and
implementation of computer room improvements, infrastructure systems enhancements and software upgrades.
' Resolves/determines the resolution of all problems/issues/risks escalated to this level (e.g., security breach, disaster recovery, access, privacy, business continuity, etc).
' Manages and leads the delivery of technical support services to FSCO end-users in response to user requests, and the provision of troubleshooting and level two/three problem resolution services for FSCO's computer, network and telecommunication systems, and software applications.
' Leads and provides specialized expertise for the analysis of significant operational issues and problems with FSCO's infrastructure and systems, and the identification and implementation of effective systems solutions.
' Manages and oversees technical consulting and support services for the ongoing operations, administration, and maintenance of network/telecommunication systems environment and computer room operations. Manages the administration of network access and systems backup operations to ensure effective security, confidentiality, and risk management of FSCO database and network systems.
' Manages the development, review, approval, update, and retention of I&O processes and procedures ' ensures documentation is verifiable, traceable, and complete for operational use, recommends enhancements for continuous improvement of documentation quality and usability.
' Provides senior-level technical consultation services to FSCO program stakeholders, and advances the use of technology across the organization by developing/facilitating user awareness of the business benefits of information technology and network systems, and providing advice/guidance on systems and networks acquisitions/enhancements to meet business needs.
' Manages the development and maintenance of corporate or program-specific contingency plans for FSCO infrastructure and systems, leads the planning, design and implementation of contingency and disaster recovery projects.
' Manages and leads the operations of the Section's asset lifecycle management program -all storage systems and media service infrastructure from procurement to decommissioning, including maintenance support requirements and scheduling, and ensuring the provision by staff of high quality
server-related advisory, and technical services consistent with Asset Lifecycle Management policies and procedures.
' Provides senior-level technical advisory services to the Senior Manager and FSCO senior management, leads the research and preparation of technical reports and briefing materials on FSCO infrastructure plans, operations, and issues management.
' As a member of the management team for the Business Solutions and Operational Support IT Unit and the Corporate Services Division, actively participates in unit/division planning, business delivery, and issues management activities. Provides leadership and/or participates on FSCO/MOF, interministry
committees and project task groups.
' Acts for the Senior Manager, Business Solutions and Operational Support as assigned.
Resource and Budget Management
' Manages and controls all financial components of the section ' plans, develops, administers and monitors section operating and capital budgets, monitors and controls approved annual section and project budgets, and authorizes budget expenditures within authorization limits. Prepares and
presents budget forecasts to senior management.
' Develops costing options for management regarding acquisition of new resources (e.g., products, services, and staff). Manages the development of cost/benefit justifications for service delivery and for major technological/software investments.
' Leads and manages multiple, long range infrastructure development/maintenance projects, including defining project scope and approach, developing and scheduling project deliverables, and developing and delivering related technical presentations to stakeholders and senior management. Coordinates/
participates with other stakeholders in projects with broad impacts across several divisions and external stakeholders.
' Leads the definition of project-related priorities, accountabilities and deliverables, and the scheduling of work; ensures that all changes are reviewed, documented, redefined, recommended, and aligned to OPS and FSCO policies and procedures. Monitors projects 'progress; manages the preparation of project reports to senior management, and resolving project issues.
' Manages staff in the I&O Section including hiring, assigning responsibilities, determining service project priorities, and establishing standards of performance. Identifies and monitors staff development needs, coordinates individual development plans and evaluates job performance.
' Facilitates the building of staff expertise, team cohesiveness, and open communication, through advice, coaching, and support. Promotes and facilitates strong working relationships other teams across FSCO. Authorizes staff disciplinary action as required, and responds to grievances.
Procurement & Contract Management
' Oversees the IT infrastructure procurement process - approves requests for services & equipment, selects vendors/suppliers/consultants, and manages contracts and service level agreements.
' Participates in business systems analysis and defines business requirements, identifying I&IT solutions and deliverables suited to FSCO's needs.
' Directs the development of Request for Bids (RFB) for goods and services, participates in the selection of vendors and approvals. Develops performance and evaluation measures, ensuring effective review and quality control of results.
' Provides the Senior Manager with technical expertise in the development of specifications and selection criteria for formal procurement. Contributes to the development of specifications and selection criteria for formal procurement processes ' Request for Information (RFI), Request for Quote (RFQ), and
Request for Bid (RFB) ' and participates in vendor selection.
' Manages the hiring of external contractors including preparation of RFBs, the review of proposals, the assessment of potential contractors, and the preparation of contracts for successful contractors. Manages external contractors, resolves service delivery issues, and authorizes the payment of
contractor invoices.
Staffing and Licensing :
N/A
Knowledge :
Work requires knowledge of:
' Business processes and related techniques and tools that comply and align with FSCO and OPS standards related to Information Technology Infrastructure Library (ITIL), Information Technology Service Management (ITSM), Quality Assurance (QA), risk management, tracking and audit trails.
' DevOps, Cyber Security and Control Objectives for Information and Related Technologies (COBIT).
' ITIL/ITSM, LEAN and Six Sigma.
' Continuous improvement methodology and concepts (e.g., LEAN, LEAN Six Sigma) and project management methodology and concepts (e.g., PRINCE2)
' Computer systems technologies and large-scale network systems operations (e.g. network servers and software, local and wide-area networks, Internet, Intranet, email, telecommunications), including technology infrastructure planning and analysis methods (e.g. capacity, security, acquisition) to
lead/manage ongoing operations, maintenance and assessment of the FSCO technology infrastructure.
' Infrastructure systems design, systems analysis, test application process, and related methods, techniques, practices, standards, and software packages to manage/lead projects for the research and analysis of infrastructure technology, applications, and enhancements to meet FSCO's business
requirements, and to lead/conduct the review and resolution of significant systems/network problems.
' FSCO IT systems and infrastructure environments to provide expertise and advice to senior management and other managers on the acquisition, installation, upgrade and enhancement of corporate business-specific applications and infrastructure.
' FSCO corporate and program-specific business mandates, objectives, and services to understand business requirements and issues, assess infrastructure systems/applications requirements to support business needs, and provide technical advice/guidance to senior and program management.
' OPS, FSCO and IT Unit goals, policies, directives, procedures and guidelines related to IT systems and infrastructure operations to ensure that FSCO's technology infrastructure and related policies, plans, procedures and standards comply with corporate OPS requirements, and to recommend
systems/infrastructure upgrades and enhancement solutions that promote government IT strategies.
' Project management, service delivery and management process improvement, cost/benefit analyses, and quality assurance standards to: provide infrastructure information; resolve service issues; enhance business cases; assure quality of project outcomes and operational release; identify opportunities to improve services and processes and mitigate service delivery risk.
' Project management methodology to effectively manage and provide senior technical leadership on business infrastructure and software upgrade, design, and implementation projects;
' OPS procurement policies, process and procedures to coordinate RFBs, select service providers, and manage contract services.
' Industry standards, OPS and FSCO I&IT technologies, policies, strategies, plans, standards, directives and best practices to:
o Assess, develop, and make recommendations relating to hosting infrastructure, as well as all aspects of large-scale, daily, infrastructure operations including quality management, technology change, risk management, contingency management, and performance management and monitoring (against SLAs)
o Manage the provision of available and cost-effective hosting infrastructure and operating systems administration that meet enterprise business requirements.
' Business systems analysis, design, testing, and implementation in multi-platform environments with large software distribution to direct the development, evaluation and approval of systems and programs designed by full-time staff and consultants.
' Clients' businesses to understand detailed/unique business requirements, analyze information, system and testing needs, and develop recommendations on most appropriate solutions.
' Information systems (IS) development expertise to plan, lead and evaluate needs assessments and IS development and maintenance in a multi project environment to meet many diverse business needs.
' Application architecture to lead the development of consistent, integrated applications, associated standards and support tools.
' Applied Agile methodologies/frameworks (e.g., Scaled Agile Framework (SAFe), Disciplined Agile Delivery (DAD)) to provide technical advice to senior management and users and technical direction to systems specialists.
' Data centre technical expertise to ensure sourcing activities, projects, acquisitions, and vendor selection and issues management processes and systems satisfy business needs.
' GO-ITS standards and methodologies, Ministry and Branch I&IT strategies, guidelines, policies, plans, standards and directives to ensure compliance to all requirements.
' Knowledge and understanding of other FSCO teams' operations and requirements, related I&IT solutions and current awareness of new technology, including hardware/software and other developments in the field (e.g., new methods and tools) to ensure program-critical business objectives are met.
' OPS procurement processes to ensure technical integrity of RFBs, evaluation, and contract management activities; openness and fairness to vendors' compliance with authority and approval requirements; the establishment of vendor management principles.
' Administrative, procurement/tendering and financial policies, procedures, practices, and management principles (including budget management), to plan, manage and secure the section's financial, technical, material, and human resources; prepare the section's operational plans; develop, administer
and monitor project/section budgets; direct procurement and tendering activities, including the elaboration of RFBs and the management of contractual agreements.
' OPS Human Resources-related legislation, such as the Public Service Act, as well as the Collective Agreements, and HR policies, procedures, and guidelines to:
o Manage and direct the section's staff, motivate staff to attain objectives,
o Manage personal performance, handle disciplinary and labour relations issues including grievances, ensure compliance with Occupational Health & Safety legislation, other workplace legislation and program requirements,
o Maintain and foster a positive and proactive organizational culture.
' Outstanding communications, interpersonal, and consulting skills to establish effective relationships in a timely fashion and provide systems advice to senior management, gain agreement/consensus with stakeholders on project approach and consult with colleagues in other ministries, governments,
and industry on system integration and knowledge sharing opportunities.
Work requires:
' Management and leadership skills to manage staff in Infrastructure & Operations Section, manage external contractors, and manage the section operational/project budgets.
' Planning and organizing skills to lead the development, implementation and ongoing management of the FSCO IT infrastructure systems projects and operations.
' Technology change management skills to lead the development of FSCO infrastructure systems policies, procedures and standards, and the research/implementation of infrastructure systems/applications upgrades and enhancements.
' Analytical and problem solving skills to identify, assess, and resolve infrastructure and operations issues.
' Analytical and negotiation skills to identify, develop, and manage security and risks assessments and responses to those threats ' Verbal communication and advisory skills to provide technical advice to FSCO management on infrastructure operation plans, enhancements, and issues management.
' Communication skills to develop procedures/standards/security plans and business cases, and present recommendations responding to security risk assessments, security audits, vulnerability/threat and risk assessments and related analyses to corporate management, corporate programs and other
ministries to represent FSCO to external and/or internal stakeholder groups; to provide leadership, direction and specialized security advice to project/section staff
' Technical skills to understand the complex security environment including architecture, infrastructure, physical, Public Key Infrastructure, evolving technologies, etc.
' Written communication skills to prepare technical reports, correspondence, and briefings.
' IT Operational skills to manage a data centre, IT infrastructure, and technical staff.
' IT Operational skills in system administration and service desk technical support.
' Project management skills to plan and lead technology infrastructure projects, lead project teams, manage resources, and deliver quality products and services.
Judgement :
The position works under the general direction of the Senior Manager, Business Solutions and Operational Support, and within established Branch policies/guidelines related to the development, implementation, operation and maintenance of IT infrastructure systems.
Judgement is exercised in:
' Developing, implementing and managing the FSCO IT I&O section service plan.
' Developing and implementing FSCO IT infrastructure and operations policies, procedures and standards.
' Developing and implementing project plans for the conducting of FSCO infrastructure architecture and technology infrastructure projects.
' Overseeing and ensuring the ongoing effective operation and performance of FSCO infrastructure.
' Analyzing and ensuring that FSCO infrastructure operational issues/problems, and identifying/recommending infrastructure enhancement and upgrade solutions to meet stakeholders' business requirements.
' Ensuring the identification of appropriate I&IT systems solutions to meet stakeholders' needs and requirements (IT asset management).
' Planning all phases of large scale, complex projects, estimating project costs, determining project priorities and schedule, determining project resource requirements, risks, constraints and contingencies.
' Determining and selecting most appropriate resources for projects.
' Developing complex system design approaches involving the application of new and innovative methods and technologies and co-operative approaches for the implementation of program business needs.
' Planning all aspects of projects, estimating budgets, determining and selecting staff and consultant resource requirements, determining project priorities and ensuring projects are on time, within budget and consistent with project terms or reference.
' Identifying technical and business issues and recommending solutions, providing advice on project implementation plans based on technical requirements, ensuring technical quality of systems designs and program codes, compliance with government and stakeholders' directions and needs and effective type and degree of testing.
' Ensuring I&IT systems quality and compliance with FSCO and Branch management direction, stakeholders' needs and technology standards.
' Developing leading-edge intrusion systems, processes, and software used to protect the integrity of the OPS I&IT infrastructure and avoid serious impacts.
' Investigating and solving complex infrastructure, operations and service issues.
' Identifying and recommending needed major changes or additions to the IT infrastructure and/or role of IT.
' Setting and managing competing priorities; balancing resources to meet conflicting demands.
' Identifying critical needs, gaps, and risks.
' Developing, instituting and applying performance measures/standards appropriate to monitor and gauge performance and service.
' Reconciling conflicts, mediating disputes, and negotiating formal agreements with external vendors and service providers.
Accountability - Programs :
' Accountable for the planning and management of all IT functions encompassed by infrastructure, operations and service desk for the FSCO;
compliance with all IT related regulations, policies, processes and quality assurance policies and standards; large-scale project management; managing IS development and maintenance for cost-effective and efficient client services and operations.
' Plans and manages the acquisition/implementation of FSCO IT technology infrastructure (local and wide-area network systems and applications, Internet, Intranet, email and telecommunications), and the ongoing administration and maintenance of the FSCO IT infrastructure operations, related
stakeholder consultation and support services.
' Accountable for the ongoing effective performance of the FSCO infrastructure systems (capacity, accessibility, security).
' Accountable for the provision of consultation and advisory services to FSCO management on infrastructure systems planning and usage, to ensure corporate and business-specific infrastructure systems meet OPS policies/standards and stakeholder business needs.
' Accountable for the development and management of contingency plans to ensure business continuity for the FSCO technology infrastructure.
' Provides leadership over the Section's strategic I&IT planning, operational planning, and portfolio management governance, and processes.
' Provides planning leadership and support for delivery of IT projects initiatives, aligning and integrating business, and I&IT operational planning.
Contributes significantly to the development of the Section's financial, procurement planning business plans, policies, standards and processes.
' Provides leadership, direction and motivation, training and development of staff, conducts performance reviews, and handles labour relations matters including grievances and disciplinary matters.
' Manages external contractors and their contracts, ensuring deliverables meet standards and agreements.
Accountability – Personnel :
' Provides full management authority for staff in the Infrastructure & Operations Section.
' Directly manages a team of 11 full time employees and three co-op students/interns.
' Manages external contract service providers.
' Responsibility for the direct management of section staff, staff assigned on a project basis and external consultants.
' Significant latitude for initiative and decision making in prioritizing, planning and managing the work of subordinates across the Section.
' A high level of judgement is exercised when dealing with a wide variety of stakeholders with consideration to government direction and the benefit of FSCO IT.
Accountability - Finance and Materials :
' Formulates, recommends and monitors section and project budgets for executive management approval. Accountable for the selection of vendors and the enforcement of their agreements/contracts.
' Prepares and manages section operational and project budgets and develop costing options for acquisition of new resources whether products, services or staff.
' Accountable for developing cost/benefit justifications for service delivery and for major technological investments.
' Authorizes section expenditures and ensures that section projects are completed with budget.
' Accountable for the management, maintenance and security of FSCO's inventory of network/hardware/software assets.
' Leads the preparation of RFBs and authorizes the retention of required contract services and the acquisition of new/enhanced infrastructure application and tools.
' Accountable for estimating cost and recovery options to support input to the Section's strategic and operational plans.
' Determines allocation and use of resources and recommends assignment of resources from other areas within I&IT for project work; accountable for best use of resources including internal and contract service providers.
' Responsible for estimating, monitoring and controlling large section and project budgets and the approval of all project expenditures. Determines allocation and use of resources and recommends assignment.
Accountability - Impact of Errors :
' Inadequate planning and/or identification of issues/problems could leave FSCO open to security risks; errors or gaps in IT operating processes could result in inadequate business intelligence and undermine FSCO's capabilities; lack of training/conveying expertise to management and specialists could
put FSCO in violation of regulations and/or OPS IT requirements; failure to manage, understand and translate clients' business needs could lead to flawed information, damage relationships and create cost overruns.
' Poor research, evaluation, advice and recommendations for solutions development, service use, and program initiatives of the Section, performance and contractor issues, and program/project outcomes, could seriously compromise delivery of infrastructure services across FSCO, and result in program and project delays, high costs and criticism. Consequently, the inability of business areas to deliver their programs would lead to a loss of confidence in the IT Unit and to FSCO, resulting in serious implications for the Ministry's reputation and future business relations.
' Poor judgement and providing poor recommendations to senior management could result in inappropriate allocation of funds and severely damage relationships with internal and external stakeholders.
' Recommendation by the position of inappropriate systems and service infrastructure-related decisions and advice to the Enterprise Business Solutions Brand, IT Unit and other stakeholders would adversely affect customer program delivery, and deplete scarce program budgets.
Contact - Internal :
Internal Contacts: ' Ongoing contact, with FSCO senior management, IT management and business clients, to identify needs, provide expert recommendations, anticipate and resolve problems/issues; present, explain and advise on plans, issues, risks, requirements, proposals; very frequent
contact with business managers, project managers, IT specialists, to elicit their contributions and agreement to needed changes/improvements/processes.
' Frequent contact with FSCO stakeholders to assess business requirements; to provide advice and guidance related to the acquisition and/or enhancement of infrastructure systems applications, and to analyze and resolve infrastructure operational problems/issues.
' Frequent contact with FSCO senior management to recommend IT infrastructure systems strategies/solutions, and advise on infrastructure systems operations and acquisitions.
' Regular contact with MGS IT central agency management/staff to clarify OPS IT policy, standards and requirements, and to exchange technical information.
' Regular contact with counterparts in other ministries to discuss infrastructure and operation plans and issues management strategies.
' Daily contract with I&IT management to coordinate overall IT operational services.
Contact - External :
External Contacts: ' Frequent contact, with IT industry representatives, to keep current on industry standards, developments, best practices; regularly, with vendors, service providers and consultants, to plan and evaluate acquisitions and services, select providers, negotiate agreements and perform
due diligence.
' Regular contact with external service providers to manage contract services.
' Regular contact with peers in broader public sector/private sector to exchange information on IT infrastructure and operations technology trends.