Sr. Manager, Technology Support

Description:

Information Technology Services (ITS) in Canada is organized around its major business processes. The groups responsible for each process are Technology Architecture and Integration, Collaboration and Knowledge, Technology Operations, Technology Support, Implementation and Change Management, Service Area Management and Administration, and ITS Global.

The Technology Support and Operations Group (ITS) is responsible for operating and supporting core IT infrastructure and services at KPMG in Canada. The department provides level 2/3 support, operates a 24x7 Network Operations Centre (NOC), and manages two National Data Centres and Cloud Services (Azure). The department is also responsible for Access / Identity Management, Change Management, Incident Management and Problem Management. As a key member of the IT Senior Management Team this role is responsible for providing overall management of our Server Support organization, ensuring compliance in all our infrastructure services and adherence to our standards. The role involves frequent interactions with Canadian IT leadership. KPMG's global technology teams, local vendors, and service providers.

What you will do

 

• Accountable for managing and supporting our core server infrastructure and services in both our on-premises Data Centres and Cloud Services.
• Ensuring that all infrastructure configurations adhere to our standards
• That we are performing regular infrastructure compliance audits to capture and determine inconsistencies in the environment
• That we have an optimized view of all the infrastructure components, dependencies, and that they are being managed properly
• That we have the proper proactive leading-edge monitoring and reporting in place
• That we have sound Service Management processes and tools with the proper reporting and dashboards in place
• Lead our Critical Incident Management process to ensure that service interruptions are resolved in a timely and complete manner
• Oversee the management of a highly skilled team of (3) managers and up to (20) technical resources
• Coordinate activities of Server Support with other ITS teams
• Provide input to the business and budget planning process
• Accountable for managing elements of both Operating and Capital budgets