Service Portfolio Manager, Operations

at  Western University

ABOUT US

Western Technology Services (WTS) at Western is committed to providing high-quality, cost-effective technology-related services and solutions in support of the campus community. Infrastructure Services, as a division of WTS, is responsible for providing faculty, staff and students with a technology infrastructure comprised of hardware and software that supports the teaching, learning, and administration needs of the campus.
The Infrastructure Services division is tasked with the design, implementation, and maintenance, of the referenced infrastructure which includes the foundational components, Data Network, Data Center Operations, Central Servers and System Administration.

QUALIFICATIONS

Education:

• University Degree majoring in Computer Science or an Information Technology field
• Enrolled in ITIL certification program
• ITIL Certification preferred
• Exposure to COBIT framework is preferred
• Exposure to Lean 6 Sigma is preferred

Experience:

• 10 years experience in enterprise service operations environment, including DataCentre management, ITIL, and network monitoring/analysis tools
• Experience providing technical leadership for large-scale and enterprise-wide operations and services
• Experience in large scale data centers is preferred
• Experience in electronics, system programming and communications preferred
• Experience using scripting languages (Shell, Perl, Python, etc.) is preferred

Knowledge, Skills & Abilities:

• Advanced understanding of network concepts, systems security and administrative procedures in a large production environment
• In depth knowledge of various operating system environments
• Familiarity with use of scripting languages
• Attention to detail with an ability to retrieve, analyze and synthesize sizable amounts of data while ensuring that information is accurate and comprehensive
• Capacity to understand the consequence of errors, and when they occur, take initiative to recognize and address the error
• Ability to write clear, concise procedural and technical documentation
• Demonstrated excellent oral and written communication skills to effectively interact with technical and non-technical users in a professional, respectful and diplomatic manner
• Ability to resolve problems and escalate issues with suggestions for further investigation and options for consideration as required
• Initiative to seek and share relevant information, opinions, and judgments
• Demonstrated organizational skills including ability to manage multiple competing priorities working to tight timelines with appropriate supervision
• Ability to handle frequent interruptions
• Demonstrated ability to research/investigate issues and resolve problems
• Ability to work collaboratively in a team environment
• Ability to establish and maintain relationships with peers, contacts with access to information, and key business partners
• Ability to carry out work off hours as required independently with appropriate guidance and training
• Ability and willingness to stay abreast of technological development and adapt efficiently to emerging priorities and changing work methods

The Service Portfolio Manager provides expertise and functional guidance to the operations team accountable for data operations, mentoring the senior operators and operators in the development of their work methods and expertise. The role will oversee the design, modification and integration of processes and methodologies to support the performance of the operations and infrastructure teams. The role will provide technical leadership for centralized monitoring, management, and capacity planning of the data center systems (power, ac, racks, etc.) . The Service Portfolio Manager will provide leadership based on extensive technical knowledge, skills and experience, and will influence staff and clients towards innovative/integrated solutions. The role will oversee the services that support incident management, job scheduling, routine maintenance, installation and de-installation of equipment in the data center.