May 1, 2023 Position: Sr. Manager, Operations (Infrastructure) Reports to: CXO Location: Remote, Canada About Us: Carbon60 is 100% focused on helping companies securely manage their IT infrastructure in a cloud environment. We provide both private and public (AWS and Azure) solutions to companies across Canada, the US, and internationally. Consistently recognized by the industry and analysts for our growth (we were recently named on the list of Canada’s Fastest-Growing Companies for the sixth year in a row!), our leadership, and as an exceptional service provider in cloud solutions, we surprise our competitors and delight our customers with outstanding solutions that consistently deliver. We thrive in a fast-paced environment, where agility and innovation bring out the best in our people. Our solutions, caliber of talent and industry accolades prove it. Our Opportunity: As Sr. Manager, Operations (Infrastructure) you will lead an amazing team of IT operations and technology professionals whose focus is to support and manage enterprise-class, mission-critical managed cloud solutions from multiple datacenters to public and private enterprises in Canada and globally. We are seeking a candidate who is comfortable managing a National, 24x7x365 technical support team and providing the guidance and direction needed to successfully troubleshoot, identify, diagnose and resolve incidents, as well as fulfill requests. Your focus includes, but is not limited to: Ensuring the team delivers professional, customer-focused technical support. Actively shaping our real-time response to issues and escalations by managing priorities, queues, and tasks for the team. Setting SMART goals for your team aligned to company objectives and service level targets and managing the associated KPIs needed to successfully achieve them. Providing ongoing coaching and mentoring to team members via 1-1’s and ad-hoc meetings. Hiring, training and retaining staff, as well as executing annual performance management reviews and performance improvement plans. Acting as a point of escalation within the Operations team for customers, staff and other internal stakeholders, such as Sales, Finance or Product Management. Leading the team in championing and improving Carbon60’s standard operating procedures. Accomplishing organizational goals by accepting ownership for completing assigned objectives on time and by always looking to provide additional value to the company and its customers. Partnering with internal engineering teams to ensure the availability, scalability, performance, and security of company’s cloud computing infrastructure across multiple datacenters. Ensuring customer solutions are documented and staff are appropriately trained in their ongoing maintenance. Participating in the ITSM and ISMS (Information Security Management Systems) governance processes established by the company. Supporting third party audit and/or compliance requirements as requested. Updating job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, participating in professional organizations. What you Bring: Degree in Computer Science or equivalent work experience. Ability to take ownership, demonstrate sense of urgency and drive operational excellence. Must be able to think calmly in a highly stressful environment, and perform under pressure. Willingness to learn, teach and share information with teammates, peers, and management and help coach/lead junior team members. Minimum 5+ years of leadership experience as a manager or team lead of a technical team. A high degree of knowledge and understanding of IT standards, data centre and cloud technologies. 7+ years of System Administration Work Experience, including: Virtualization with VMWare ` Linux system administration procedures, including common scripting language and tools Web server management, strong understand of LAMP stack. Backup tools such as HP Data Protector/Veeam Storage and hardware management Information security response and best practices at the application and operating system layers Strong understanding of networking technologies including enterprise grade firewalls, TCP/UDP Protocols, DNS, DHCP, SSL/TLS, VPN, and load balancing concepts desirable. Design, build, and operate experience with tools such as Ansible and Terraform an asset. Experience with deploying and managing solutions on public hyperscale clouds. AWS (Amazon Web Services), Azure, or Google Cloud certifications are an asset. ITIL certification an asset. Excellent troubleshooting and problem solving skills. Strong interpersonal and communication skills; you can find yourself working with executives, customers, and peers throughout the day. Must be able to provide after-hours support when required. Must be able to pass an enhanced reliability check with Public Services and Procurement Canada. Thrive in a fast paced, change-oriented environment. As an employer, Carbon60 recognizes the importance of balancing our careers with other aspects of our lives, and our culture reflects this ethos – from flexible work hours to health and wellness incentives and having fun along the way. We look for people who thrive in an environment of accountability and at times ambiguity as we adapt and grow our business. Carbon60 is an equal opportunity employer. We welcome and encourage applications from people with all levels of ability. Accommodations are available on request for candidates taking part in all aspects of the selection process. We thank all applicants for their interest in this exciting opportunity. Only candidates that meet the qualifications will be contacted for an interview.
