Manager IT, Infrastructure

Montreal

Offre publiée le 2024-06-28

Belron Canada

Description

Responsible for managing the company's IT operating activities (60%)

  • Ensure the stability, capacity, performance, and security of IT infrastructures. Ensure operational recovery of all IT infrastructures is maintained in the event of a disaster.
  • Provide the required support to the IT Manager, User Services, when handling major incidents (P1 and P2), including application and IT security incidents;

contributes to the problem management process following major incidents

Ensure support for the infrastructure and operations side of incidents and level 3 service requests, in collaboration with the IT technical assistance center;

ensure compliance with service levels and evaluate calls and tickets to maintain a high level of customer satisfaction as well as supervise the ticket lines of IT Technical Assistance Center technicians

  • Manage major deployments associated with IT infrastructure
  • Define and update the operational orientations, objectives, and priorities of the service.
  • Responsible for the support cycle of infrastructure components, associated contracts and their renewal, he participates in the development and monitoring of the operating budget and ensures its optimization;

management of inventories associated with IT infrastructure

In collaboration with the IT Procurement Management process, establish and maintain standards. Analyze new IT solutions (e.

g. network equipment), prepare commercial files, and, in collaboration with management and Purchasing Management, complete calls for tenders.

  • Participate and contribute to all of our IT service management (ITSM) processes, including incident management, major incidents, problems, requests, etc.
  • In collaboration with the IT Manager, Business Relations and Solution Delivery, planning and prioritization of projects and initiatives involving the resources of his sector;

contribute to the transition of IT projects to the IT Service Center. This includes technical training of team personnel, documentation and communication to users.

  • Be the point of contact for user escalations, questions, or complaints; resolve all requests quickly by keeping the requester and IT management up to date throughout the intervention
  • Hire, manage the performance of your team members. Create and ensure an environment that promotes employee engagement and collaboration.

Establish training, succession and employee transition plans.

Coordinates operational safety and obsolescence management activities (20%)

  • Contribute to the management of our operational risks via the Risk Management Committee
  • Lead the development of the security update process for components of all IT infrastructures and ensure monitoring and control
  • Participate in the development and update the operational security framework of all IT infrastructures
  • In close collaboration with the Infrastructure & Security Architect, define and document the operational and security requirements in terms of IT infrastructure as part of the various IT projects
  • Monitor information security threats in order to protect all IT infrastructures
  • In collaboration with management and the Infrastructure & Security Architect, develop and execute an obsolescence management strategy

Responsible for the operational excellence of his sector (20%)

  • Management of the capacity of our cloud computing systems and optimization of costs associated with these systems
  • Ensure the monitoring and control of sector documentation and the management of supplier contracts associated with the IT infrastructure
  • Ensure the evolution of the sector in line with best practices (ITIL, etc.)
  • Continuously improve the methodology and tools for everything related to the operation of platforms, data centers, our cloud computing installations, and infrastructures (networks, storage, servers, virtualization, tools, etc.);
  • Participate in the IT Change Advisory Committee (CAB) and ensure that technological changes are transparent and reversible in the event of an impact
  • In close collaboration with the IT Manager, User Services and the Infrastructure & Security Architect, carry out analyzes concerning the impacts of upgrading infrastructure solutions and present them to your manager
  • Monitor solutions, opportunities offered, and industry trends in IT Infrastructure

We believe that genuine care can make a real difference in the customer experience, and it begins with making a difference in the careers of our team members.

Belron Canada is an integral part of the Belron International family, a global leader in auto glass repair and replacement, and forward-facing digital camera calibration.

Belron Canada alone operates 325+ service centres, 2 distribution centres and 26 warehouses across 10 provinces, and is home to over 1,200 employees.

Our pursuit of excellence commits us to providing sustainable world-class care for our communities and the climate.

2 days ago