Manager, Infrastructure Services. Position Number Community Division/Region Yellowknife Technology Service Centre

Transcription

1 IDENTIFICATION Department Position Title Infrastructure Manager, Infrastructure Services Position Number Community Division/Region Yellowknife Technology Service Centre PURPOSE OF THE POSITION The Technology Service Centre (TSC) provides Information Technology (IT) services and support to 2800 GNWT (Government of Northwest Territories) - wide departmental staff and four (4) Health Authorities. Services and support includes personal computers, printers, network access, , storage, application hosting, system maintenance and backup, mobile device management, VOIP (Voice over Internet Protocol) telephone management, project management, process management and IT service offering development such as wireless, video conferencing and service desk applications. The TSC provides and network access for an additional 2000 education and healthcare staff across the Northwest Territories (NWT). The Manager, Infrastructure Services is responsible for ensuring that the GNWT IT infrastructure is positioned to meet current and future IT-related business needs. The Infrastructure Services Group provides the hardware, software and related processes for most GNWT application and file/print servers, and for the GNWT data communications network. This group also provides operational support for the computer centre. Services are provided in accordance with a framework of operating procedures and guidelines established within the TSC, and with standards developed by the Office of the Chief Information Officer (OCIO) or by a GNWT Standards Committee. The Manager, Infrastructure Services must have a comprehensive understanding of information technology and how it can be used to bring business value to an organization. A strong commitment to working within a client service organization, and to working collaboratively with Clients and other TSC Managers is essential. This role requires a solid technology background, but the focus of its responsibilities is effective management of the delivery of technical services and support. January 4, 2017 GNWT Job Description Page 1 of 7

2 SCOPE Located in Yellowknife and reporting to the Director of TSC, the Manager, Infrastructure Services is a key position within the TSC organization and is part of the TSC management team. The position has overall responsibility for integration of the hardware and software components of servers, network and computer operations. This integration provides the core computing infrastructure for the GNWT; effective functioning of this infrastructure is essential. The incumbent plays a strong role in guiding and planning the ongoing development of the technology infrastructure within the GNWT. The incumbent also ensures that all GNWT-wide IT infrastructure and services meet established service level requirements. These services are provided within Yellowknife and in the regional communities under the terms of Client Service Agreements (CSA's). The Manager, Infrastructure Services has a direct relationship to the Manager - IT Support Services who manages the Tier 1 and Tier 2 service desk and workplace support analysts within TSC. IT incidents that require data centre/infrastructure input are handed off to the Tier 3 support staff; calls are tracked by the Tier 1 staff. The Client base consists of approximately 2800 GNWT departmental staff and four Health Authorities who receive full TSC services via a chargeback model and a further 2000 education and healthcare staff who receive network and support. The Manager, Infrastructure Services has the primary responsibility for the successful operation of the GNWT's network and servers, which includes the availability and integrity of the data and applications used by GNWT users. The impact of unplanned outages is severe. The GNWT user community, as well as the general public, will likely be affected. The Manager Infrastructure Services manages 18 employees: 1 Infrastructure Services Team Coordinator, 6 Senior Server Infrastructure Analysts, 2 Server Infrastructure Analysts, 1 Server Technician, 6 Senior Network Analysts, 1 Network Analyst and 1 Network Technician. The incumbent manages a budget of approximately $2.5M for salaries and benefits, approximately $8M of Operations and Maintenance (O&M) and varying amounts of Capital funds for infrastructure replacement or upgrades annually. The incumbent is responsible for competitive purchasing and procurement decisions. IT Services are typically available 24 hours a day, 7 days a week. As Manager, the incumbent may be called in the event that escalation of an incident is required in accordance with the escalation procedures in the Client Service Level Agreement. RESPONSIBILITIES 1. Manage the design, implementation, operation and performance of key IT Infrastructure hardware, software, and services to ensure that the IT-related business needs of the GNWT are met. Provide technical leadership in the area of servers, database administration, and data communications. The incumbent is required to understand and promote the effective January 4, 2017 GNWT Job Description Page 2 of 7

3 integration of technical solutions in these areas, even though the detailed technical expertise exists in the server and data communications technical staff. Research and determine solutions to sustain/enhance the effective and efficient delivery of IT infrastructure services. Ensure that computer room operations are established and managed to support the day-to-day functioning of the server and network infrastructure. Contribute to the resolution of business problems by providing detailed technical advice. Communicate and lead the review of complex problem situations with the appropriate TSC Managers and with third party suppliers and develop solutions. Perform strategic planning for the IT server infrastructure, and ensure that it is well coordinated with the network architecture strategy and overall priorities of the TSC, based on client requirements. Plan tactically as required to address service outages or respond to operational or environmental requirements. Plan and direct the installation of new hardware and operating systems or other software. Plan and direct the development and implementation of server security standards. Participate in the planning and implementation of disaster recovery plans. Continuously monitor service target metrics and service queues; innovatively apply knowledge to complex technical situations. Innovatively apply knowledge to complex technical situations and make sound decisions considering the impact across the TSC and/or on Clients. 2. Manage the design, implementation and delivery of IT Infrastructure Services support (Tier 3 - Network and Server Analysts) to GNWT Departments, Boards and Authorities to efficiently and effectively address Client IT requests. Define and direct the implementation of Tier 3 procedures and processes used by the Infrastructure Services staff in handling IT support incidents in the areas of server, network and storage infrastructure, as well as application hosting responsibilities. Define the standard for professional Client service delivered by Infrastructure Services staff while they are working in Client offices, and ensure that staff meets this standard. Define, implement and monitor the setting of priorities for responding to incidents related to Infrastructure Services and ensure that these priorities are followed consistently when working throughout the NWT. Monitor service levels and ensure that they meet the service levels agreed to with Clients in the TSC Service level Agreement. 3. Work with client Departments, third party service providers and other TSC Managers to ensure that service levels are maintained and/or improved. Acquire and maintain a solid understanding of the Service Level Agreement between the TSC and Client departments Champion and sustain staff awareness of their role as a partner with Tier 1 and Tier 2 TSC staff. January 4, 2017 GNWT Job Description Page 3 of 7

4 Work with Client departments and third party service providers to resolve incidents and problems, with the level of professionalism and responsiveness that is appropriate to a service organization. Provide leadership and mentoring for subordinate staff in delivering a high level of client service. Communicate technical problems, solutions and processes to other TSC Managers. Conduct service incident analysis and make required service improvements. Provide reports on Infrastructure Services effectiveness, including metrics on response times, availability of key services e.g. network, , servers, security incidents and lead activities to resolve issues indicated by the metrics. Conduct analysis of Infrastructure Services staff workload and make adjustments to procedures, processes, staffing levels, software tools, etc. to improve the effectiveness and efficiency of Infrastructure Services support. 4. Develop and manage Information Technology Infrastructure Library (ITIL) processes that support client service objectives. ITIL is a discipline for applying industry best practices to an IT infrastructure and support organization. The incumbent is responsible for the development, implementation, monitoring and effectiveness of the following ITIL processes: o Problem Management - the ITIL processes designed to minimize the adverse effect on the business of incidents and problems caused by errors in the infrastructure, and to proactively prevent the occurrence of incidents, problems, and errors o Change Management - the ITIL processes designed to ensure that standardized methods and procedures are used for all hardware and software changes that may impact the infrastructure; o Configuration Management - the ITIL processes concerned with establishing the underlying causes of an incident, and their subsequent resolution and prevention. o Release Management - the ITIL processes designed to ensure that all aspects of software release, both technical and non-technical, are considered together. The incumbent is also responsible for participating in the development and implementation of the following ITIL processes, which are the primary responsibility of other TSC managers: o Incident Management o Service Level Management o Financial Management o Capacity Management o Availability Management o Service Continuity Management 5. Manage and develop staff to deliver a high level of IT support; perform other administrative activities. Mentor staff and oversee cross-training efforts while ensuring effective incident management and achievement of service level requirements. January 4, 2017 GNWT Job Description Page 4 of 7

5 Schedule and/or approve work for the IT Infrastructure Services staff including overtime and training. Prepare performance evaluation and discuss them with each employee. Take disciplinary action as required to address performance issues. Act as the first-level respondent to grievances filed by employees. Prepare and manage budgets and do variance reporting. Perform other general management activities. WORKING CONDITIONS Physical Demands Consistent with the typical GNWT office environment. Environmental Conditions Consistent with the typical GNWT office environment. Sensory Demands Consistent with the typical GNWT office environment. Mental Demands The incumbent is required to address service incidents that may heavily impact the operation of the GNWT, and therefore may require rapid response and resumption of service. These incidents may occur any time, 24 hours a day, and 7 days a week. Mental fatigue is common as a result of the heavy workload, balancing competing priorities, sorting through conflicting advice, the periodic need for intense analytical work and the pressures of complex projects often impacted by tight deadlines and complicated by the politics of introducing change in work processes. Unexpected demands, competing demands and ambiguity frequently add to the stress and mental fatigue. KNOWLEDGE, SKILLS AND ABILITIES Expert technical knowledge of IT infrastructure components, and how they are architected to provide IT solutions to support business requirements. Strong management skills that effectively combine the management of IT staff with technology management. Strong understanding of client service, and commitment to client satisfaction. Expert troubleshooting skills, enabling the incumbent to lead the diagnosis of complex infrastructure problems. Ability to manage large budgets and track finances for decision making purposes. Ability to communicate with staff, Clients, third party service providers and other Managers. Working knowledge of principles of data management and fundamental architecture. January 4, 2017 GNWT Job Description Page 5 of 7

6 Working knowledge of risk analysis, disaster recovery, planning and an ability to design and lead effective event simulations. Ability to use systems management tools used to monitor server and data communications utilization levels. Ability to work within a long-term perspective in addressing client's problems. This may include trading off immediate costs for the sake of the long- term relationship. Considers long-term benefits for clients. Ability to anticipate and prepare for specific opportunities or problems that are not obvious to others. This includes taking action to create an opportunity or avoid future crisis (looking ahead 3-12 months or more). Ability to take apart problems into pieces and link the pieces together in logical order (i.e. A leads to B leads C leads to D). Ability to determine long-term issues, problems or opportunities. This includes the ability to develop and establish broad-scale, long-term goals, strategies and policies. Demonstrated ability for accurate insight into other people/group's behavior and motivation and an ability to respond appropriately. Ability to produce written documents which are clear, easy to understand and which follow the rules of correct grammar, punctuation and spelling. Ability to ensure that team members buy into a group's mission, goals, agenda, climate, tone and policies. This includes "setting a good example" by modifying desired behavior and ensuring that group tasks are completed in a timely manner. Ability to give specific positive or mixed feedback for developmental purposes. This included the ability to give negative feedback in behavioral rather than personal terms, and expresses positive expectations for future performance. Typically, the above qualifications would be attained by: The completion of post-secondary education in Information Technology or Computer Science and 8 years of progressively more responsible experience in the IT industry, including 2-4 years of relevant management experience. A significant amount of this experience should be with server or data communications infrastructure; experience in operations support is beneficial. A combination of education and experience totaling 10 years is desired. January 4, 2017 GNWT Job Description Page 6 of 7

7 ADDITIONAL REQUIREMENTS Position Security No criminal records check required Position of Trust criminal records check required Highly sensitive position requires verification of identity and a criminal records check French language (check one if applicable) French required (must identify required level below) Level required for this Designated Position is: ORAL EXPRESSION AND COMPREHENSION Basic (B) Intermediate (I) Advanced (A) READING COMPREHENSION: Basic (B) Intermediate (I) Advanced (A) WRITING SKILLS: Basic (B) Intermediate (I) Advanced (A) French preferred Aboriginal language: Choose a language Required Preferred January 4, 2017 GNWT Job Description Page 7 of 7