Manager, IT Infrastructure

 

#LI-Remote

About The Role

Reporting to the Director, IT Operations, the IT Infrastructure Manager is responsible for overseeing infrastructure operations and ensuring the availability and security of services across the organization. The IT Infrastructure Manager is responsible for training, managing, and mentoring a team of specialist and generalist IT professionals and will work closely with other IT leaders to define and prioritize projects to enhance and secure the technologies we rely on every day. 

The Manager, IT Infrastructure possesses a combination of advanced technical skills and incredible managerial abilities. They are naturally service oriented, passionate about problem solving, and can motivate a team of hybrid/remote work IT professionals. The Manager, IT Infrastructure, will contribute a deep understanding of the continuously changing IT landscape and is a valued partner in the day-to-day operation of a high performing business.  

Supporting a user base of 350 hybrid-work users, the Infrastructure Team is a critical component of the overall support structure within Bosa Properties Inc. This is an excellent opportunity for an IT professional to truly take ownership of the IT Infrastructure function at one of the top property developers in the country. 

 

What You'll Do

• Manage the Infrastructure team, evaluate performance, and address performance issues 

• Recruit, train and support multiple roles (e.g. Network/System Administrator, DevOps Engineer) 

• Establish, measure, and track KPI’s for system health and support escalations 

• Develop weekly and monthly reports on the team’s productivity 

• Work with business units to understand and provide expected service levels 

• Manage technology projects start to finish 

• Act as an escalation contact for incidents and manage the escalation process where required 

• Monitor ticket queues, assign issues, and identify opportunities for improvements and automation 

• Work with stakeholders on technology adoption, training, and optimizing technology usage 

• Create training material and conduct training sessions 

• Utilize contract/consultant resources for specialized skillsets we do not have internally 

What You Bring

You are a customer-centric individual with a keen desire to standardize and automate.  Your experience allows you to respond appropriately to critical incidents, and you thrive in an environment that is evolving how technology is used in the business.  Most notably, you enjoy training and developing others - from your own team to technology champions in each department that you partner with. 

Our Must Haves: 

• Diploma in Computer Information Systems Administration or equivalent work experience 

• Minimum four (4) years of experience leading a team of 3+ direct reports 

• Minimum eight (8) years of experience with a minimum of four (4) years of experience in a senior IT operational role 

• A wide breadth of knowledge in the technology space, with direct experience in a Windows-based, M365, AWS/Azure environment 

• Experience optimizing escalation workflows, and team schedules for both in and after-hours coverage to meet SLA’s and KPI’s 

• Experience collecting business and user requirements, and managing technology implementation projects 

• Experience with event correlation and root cause analysis for infrastructure services and security incidents 

• Experience managing training schedules and performance of direct reports  

• Experience with change management and change control processes 

• Experience with issue tracking systems (e.g. FreshService, JIRA) 

• Experience working in agile/scrum environments 

• Excellent communication & documentation skills 

 

 

Who You Are

• Trustworthy: You lead with trust when interacting with your team and other departments. You proactively build trust by demonstrating credibility, empathy, and sincerity.
• Humble: Unpretentious and self-aware, you take responsibility for your mistakes. You know that egos are barriers to doing our best work and always learning.
• Community focused: You believe what is created in community is always better than what is created in isolation and excellence is created through collaboration.

How To Apply

We value your interest in Bosa Properties. While we can only respond to shortlisted applicants, we will keep your information on file and consider you for future opportunities as they come available.

You belong here! If your experience and interests match with some of the above, we want you to apply. We are dedicated to building a diverse community, where everyone belongs.

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.