It Operations Support

Description:

Ontario Teachers’ Pension Plan (OTPP) is a leading Canadian pension fund committed to delivering exceptional retirement security for its members. OTPP fosters a purpose-driven, inclusive, and collaborative workplace offering professional growth, competitive benefits, and a hybrid work environment.

The Manager, IT Operations Support will oversee the L1 and L2 infrastructure operations supporting OTPP’s production systems. This role ensures effective management of infrastructure services, operational excellence, and continuous improvement in service delivery, while mentoring and leading a high-performing team.

Key Responsibilities:

• Manage day-to-day 24/7 L1 and L2 infrastructure operations, including Global Data Centre management.

• Lead and mentor a team of full-time, contract, and vendor staff delivering IT infrastructure support.

• Participate in Major Incident & Problem Management processes, conducting root cause analysis and escalating issues to senior leadership when needed.

• Oversee Service Levels and processes for Incident, Problem, Change, Request, and Release to Production management.

• Drive disaster recovery planning, shift-left initiatives, and other key IT infrastructure processes.

• Collaborate with IT Services, Product, Delivery, and Application Deployment teams to ensure resources and capabilities meet organizational needs.

• Translate business goals into technical solutions, bridging business and technical contexts.

• Continuously improve infrastructure technologies, processes, and service delivery efficiency.

Required Qualifications & Skills:

• Bachelor’s degree in Commerce, Engineering, Computer Science, or equivalent.

• Minimum 4 years of experience in an IT role; at least 2 years in infrastructure management.

• Hands-on or management experience with Middleware support, AKS, and Access Management.

• Strong knowledge of IT Service Management practices and ITIL processes.

• Expertise in managing software platforms, groupware, middleware, databases, connectivity solutions, and hardware platforms.

• Experience managing people and vendor relationships effectively.

• Demonstrable experience leading Major Incident & Problem Management and Root Cause Analysis.

• Excellent planning, negotiation, communication, and judgment skills.

Benefits & Perks:

• Pay-for-performance environment with competitive salary and incentive programs.

• Professional growth and development opportunities.

• Comprehensive employer-paid benefits coverage.

• Retirement income via defined benefit pension plan.

• Deferred Incentive Program participation.

• Flexible hybrid work environment and competitive time off.

• Optional Flexible Travel Program for international work opportunities.

• Employee discounts via Edvantage and Perkopolis programs.

• Inclusive workplace fostering diversity, equity, and inclusion through ERGs and professional development initiatives.