InfraOps Support Manager, Operations Management Center (OMC)

Role overview

Operations and service delivery

• Keep 24/7 operations healthy, meet service commitments and deliver customer outcomes across networking, AV and print.
• Audit work queues, SLA adherence and engineer work quality.
• Maintain gap-free shift schedules and sustainable on-call rotations for follow-the-sun coverage.
• Manage escalations and risks, decide when to resolve issues directly or escalate, and balance time, quality and resources.

Inspection and improvement

• Run operational reviews and other mechanisms to inspect performance metrics and drive corrective action.
• Prioritize root-cause resolution and process improvements with partner teams.
• Investigate incident causes, deploy best practices and optimize workflows for operational excellence.

People and stakeholder leadership

• Hire, attract and onboard engineers; set expectations, provide feedback, conduct 1:1s and team meetings, and document performance and progression.
• Coach engineers, support career development and promotions, and address underperformance with appropriate HR or leadership guidance.
• Build an inclusive, connected and informed team and support work-life harmony across time zones.
• Partner with service managers, owners and IT Services teams to resolve escalations and align priorities.
• Communicate team priorities and decisions, present to senior leaders, prepare business-review narratives and document work, including Correction of Error write-ups when needed.

Technical leadership

• Maintain knowledge of networking, AV and print design approaches and technologies to guide decisions and trade-offs.
• Lead the team in building, implementing and managing solutions to difficult operational problems.

Basic qualifications

• Bachelor's or master's degree in a related technical or quantitative field, or equivalent experience.
• Experience managing teams of 5 or more support engineers, including resourcing, staffing and mentoring.
• Experience in development or technical support; at least 2 years leading technology teams in IT operations management, or a bachelor's degree or equivalent.
• Bachelor's degree or equivalent, or at least 4 years of professional or military experience.
• Knowledge of HTTP(S), DNS and TCP/IP; at least 2 years with Windows Server technologies including AD, DFS, Print Services and SCCM.

Preferred qualifications

• At least 4 years developing technical professionals across multiple locations; experience managing an engineering team at scale.
• Experience supporting video conference and teleconference equipment and hiring, developing and promoting engineering talent.
• ITIL V3 certification.

Compensation

• The listed base salary range for Vancouver, British Columbia is CAD 91,800–153,300 annually.
• Total compensation may include sign-on payments and restricted stock units; final compensation depends on experience, qualifications and location.

Benefits

• Benefits include health coverage, an RRSP, a DPSP, paid time off and other health and well-being resources.