Senior Manager, IT Infrastructure and Operations (#IT-004)

Location: Winnipeg, Manitoba · Posted on February 2, 2016


Education and Experience

University degree in computer science or related discipline, graduate degree a plus
10+ years of experience in Information Technology with focus on management of computer operations, application administration, database technologies, networks, hardware infrastructure, and middleware systems
Proven experience in IT infrastructure planning and implementation, and Disaster Recovery planning and implementation
Demonstrated ability to develop creative solutions to problems and improve the efficiency of an organization’s IT infrastructure
Extensive vendor management experience (Oracle, in particular, would be a definite asset)
Project management experience with large, complex projects and track record of delivering projects on time, within budget, and without negative consequences to the business
Experience in ITIL practices for incident/problem/change management is preferred
ITIL, PMP, MS, Cisco, and Oracle certifications would be definite assets

Skills and Knowledge

Strong leadership skills with a proven ability to coach and mentor direct reports, build and manage effective teams
Deep technical understanding across a broad range of IT technologies including, but not limited to: Oracle hardware and databases, Linux and MS operating systems, middleware systems, SAN technologies, Cisco products (Network and VoIP systems), Active Directory, VMware, WANs, infrastructure security
Strong understanding of project management principles
Excellent written and oral communication skills (e.g., ability to convey complex concepts in easy to understand terms; recognize grammatical and spelling errors in client document deliverables)
Excellent interpersonal skills.
Strong analytical and problem solving skills (including root cause analysis), critical thinking, and attention to detail and quality
Strong work ethic
Exhibits a “sense of urgency” relative to resolving critical issues
Strong customer service focus
Ability to evolve with a rapidly changing environment and anticipate changes in technology
Experience summarizing and presenting findings and challenges to senior level executives


The Senior Manager, IT Infrastructure and Operations, is in charge of the company’s operational requirements related to information technology.  Leading a team of technical specialists, the Manager will be expected to manage frontline operations and systems according to best practices and ensure that the company’s network and hardware infrastructure, databases, software, applications, tools, help desk, and processes run smoothly and are optimized to support organizational needs. In addition to overseeing the day-to-day operations of the systems environment, this role develops, plans, and implements the objectives of the IT Infrastructure and Operations team, ensuring alignment with corporate strategy.



The following are the main job responsibilities and priorities at which this position must excel:

Under direction of the Director of IT, the Senior Manager, IT Infrastructure and Operations is responsible for the planning, implementation, and operation of all technology infrastructure, which includes data center, networks (Wireless, WAN, LAN), servers, firewalls, VoIP systems, cell phones, user support/help desk, workstation management, storage, Dealer Portal, and related software.

As well, this position is responsible for managing the people, process, data, and technology required to deliver Linux, Database, Middleware, and Line-of-Business Application Support services (JDE, custom developed, etc.).

Will need to work closely with the E-Commerce team, the Information Security team, and the Business Systems team to ensure optimal performance and security of critical business systems.


This position oversees the following technical teams:


  • Application and Database administrators who manage installation, patching, and monitoring of development, test, and production application environments, as well as application deployments
  • a Corporate Help Desk team that provides first level customer support
  • Network and server administrators who manage servers, networks, workstations, and telephony solutions
  • Engineering software support specialists

Responsible for making sure that the company’s network infrastructure and associated systems run smoothly and perform within agreed targets.  Provides leadership for delivery of 24/7 service operations and KPI compliance.

Drives infrastructure capacity planning to meet business goals. Ensures adequate monitoring, backups, and recovery procedures are in place.

This role requires a deep technical understanding to be able to guide the technical support teams through creative problem analysis to find solutions to complex technical issues.

Establishes performance measures for the team and recommends opportunities for continuous improvement. Ensures problems and incidents are escalated, resolved and the root cause investigated to prevent any future occurrence.  Ensures controls around change management, security, and backups are enforced and documented.

Works closely with senior management to propose improvements to the business infrastructure and reports progress on various projects.

This role prepares and manages the operational budget of the Infrastructure team, as well as manages the lifecycle, inventory, vendor relationships, and contracts for all operational technologies.

Fosters a culture of teamwork, customer service, quality, and continuous improvement.