Supervisor, IT Infrastructure Services

Regional Municipality of Wood Buffalo•Fort McMurray, AB

7d•CA$141,208 - CA$149,277•Onsite

About The Position

The Supervisor, IT Infrastructure Services leads a team of internal and external technical specialists responsible for the implementation, maintenance, and optimization of the Municipality’s IT infrastructure, including servers, storage, databases, networks, cloud services, cybersecurity, and disaster recovery planning. This will involve ensuring optimal service delivery, security, and business continuity in a complex infrastructure environment. Primary responsibilities of this role include: People Leadership: Assists the manager with overall service delivery and development. Encourages a culture that supports the development of innovative and effective IT solutions. Leads, mentors, motivates, and supervises assigned team members. Ensures team members are managed fairly and consistently, and that relevant policies, procedures, and processes are consistently adhered to. Proactively work with team members to plan and balance workload and monitor established deadlines. Operational Leadership and Guidance: Oversees the installation, configuration, patching, and maintenance of network infrastructure including LAN/WAN, routers, switches, wireless connectivity, virtual networks and firewalls. Monitors network performance and troubleshoots issues to ensure optimal operation. Implements and manages network security measures to protect data and systems. Manages the deployment, configuration, patching, and maintenance of windows server environments including virtual and cloud environments (including private cloud). Manages storage solutions both on premises and cloud based, ensuring availability and backups of municipal data. Maintains Active Directory environments for user, identity management, and security. Ensures server availability, reliability, and performance through regular monitoring and maintenance. Implements and monitors backup and disaster recovery solutions. Oversees the installation, configuration, maintenance, and backups of SQL server databases. Monitors database performance, ensures security measures are implemented, and databases are compliant. Accountable for staff that provide after-hours support to ensure operational continuity of critical municipal services, including emergency dispatch (911) and Regional Emergency Command Center (RECC). Participates in a standby rotation to provide ongoing support ensuring that critical systems remain operational and fully supported. Develops and implements comprehensive cybersecurity strategies to protect organizational data and systems. Leads and manages regular security audits and vulnerability assessments to identify and mitigate risks and ensure recommendations are reviewed and implemented. Monitors and responds to security incidents. Leads the technical team during cyber security incidents to work on mitigation, restoration and root cause analysis. Ensures regular vulnerability patching and security hardening is implemented for servers, server and storage hardware, network devices, etc. Assumes role of Security Response Lead in a Cybersecurity incident (per Incident Response Plan). Provides guidance on resolution of complex and technical security matters for the organization. Implementation and Continuous Improvement: Manages knowledge repositories to streamline issue resolution and empower staff with self-help resources and documented solutions. Facilitates knowledge sharing and skill development by working closely with staff on challenging incidents or tasks. Generates and tracks resource plans and effort estimate for ongoing operational support. Prepares reporting of productivity metrics and trends. Determines root cause of issues, identifies and manages remediation actions and strategies for improvement. Participates in the continuous research, development, and implementation of effective departmental procedures, processes, business plans, initiatives, strategies, and tools based on best practices. Plans and executes IT initiatives, improvements, and new technology solutions by coordinating with other IT teams, municipal departments, and other relevant parties. Utilizes project management and change management best practices, including assessing risks, planning, and coordinating deployments to minimize potential disruptions to services, and ensuring thorough documentation, communication, and engagement throughout the process.

Requirements

Strong understanding of databases (SQL Server, etc.), integration platforms, infrastructure, network monitoring tools, performance monitoring tools, and server management software.
Strong understanding of security tools, data backup and recovery, configuration management tools, and cloud technologies.
Strong understanding of and experience with IT security, governance, and compliance.
Strong understanding of RFQs, RFPs, SOW, project charters, budgets, contract development, vendor negotiations, and relationship management.
Strong understanding of current and emerging technologies with ability to evaluate and recommend new technologies for introduction into a complex IT environment.
Excellent interpersonal and communication skills, with a proven ability to lead and effectively communicate with staff at all levels, bridging the gap between technical and non-technical teams.
Demonstrated exceptional troubleshooting and problem-solving abilities and strong analytical skills to identify, analyze, and resolve complex issues effectively.
Ability to work effectively and collaboratively in cross-functional teams with experience leading, coaching, developing, and motivating staff.
Ability to employ innovative approaches in dynamic situations involving rapid change, shifting priorities, and multiple demands.
Ability to provide a Criminal Record Check.
A valid Class five (5) Operator’s License is preferred as incumbent may be required to operate a personal or municipal vehicle for business use.
To operate a municipal vehicle, the operator’s license and driver’s abstract must meet the requirements as outlined under the Municipality’s Recruitment and Selection Procedure [HRM-040].
The incumbent works in a dynamic office environment and must be flexible to perform duties after regular hours and on weekends as required in meeting the department’s needs.
May require travel within the region.

Nice To Haves

Cisco Certification such as CCNA/CCNP/CISSP/CISA/CISM/CCSP are considered assets.
Microsoft Certification(s) are considered assets.
Experience working in a public sector environment with unionized and non-unionized employees is an asset.

Responsibilities

Assists the manager with overall service delivery and development.
Encourages a culture that supports the development of innovative and effective IT solutions.
Leads, mentors, motivates, and supervises assigned team members.
Ensures team members are managed fairly and consistently, and that relevant policies, procedures, and processes are consistently adhered to.
Proactively work with team members to plan and balance workload and monitor established deadlines.
Oversees the installation, configuration, patching, and maintenance of network infrastructure including LAN/WAN, routers, switches, wireless connectivity, virtual networks and firewalls.
Monitors network performance and troubleshoots issues to ensure optimal operation.
Implements and manages network security measures to protect data and systems.
Manages the deployment, configuration, patching, and maintenance of windows server environments including virtual and cloud environments (including private cloud).
Manages storage solutions both on premises and cloud based, ensuring availability and backups of municipal data.
Maintains Active Directory environments for user, identity management, and security.
Ensures server availability, reliability, and performance through regular monitoring and maintenance.
Implements and monitors backup and disaster recovery solutions.
Oversees the installation, configuration, maintenance, and backups of SQL server databases.
Monitors database performance, ensures security measures are implemented, and databases are compliant.
Accountable for staff that provide after-hours support to ensure operational continuity of critical municipal services, including emergency dispatch (911) and Regional Emergency Command Center (RECC).
Participates in a standby rotation to provide ongoing support ensuring that critical systems remain operational and fully supported.
Develops and implements comprehensive cybersecurity strategies to protect organizational data and systems.
Leads and manages regular security audits and vulnerability assessments to identify and mitigate risks and ensure recommendations are reviewed and implemented.
Monitors and responds to security incidents.
Leads the technical team during cyber security incidents to work on mitigation, restoration and root cause analysis.
Ensures regular vulnerability patching and security hardening is implemented for servers, server and storage hardware, network devices, etc.
Assumes role of Security Response Lead in a Cybersecurity incident (per Incident Response Plan).
Provides guidance on resolution of complex and technical security matters for the organization.
Manages knowledge repositories to streamline issue resolution and empower staff with self-help resources and documented solutions.
Facilitates knowledge sharing and skill development by working closely with staff on challenging incidents or tasks.
Generates and tracks resource plans and effort estimate for ongoing operational support.
Prepares reporting of productivity metrics and trends.
Determines root cause of issues, identifies and manages remediation actions and strategies for improvement.
Participates in the continuous research, development, and implementation of effective departmental procedures, processes, business plans, initiatives, strategies, and tools based on best practices.
Plans and executes IT initiatives, improvements, and new technology solutions by coordinating with other IT teams, municipal departments, and other relevant parties.
Utilizes project management and change management best practices, including assessing risks, planning, and coordinating deployments to minimize potential disruptions to services, and ensuring thorough documentation, communication, and engagement throughout the process.