SUPERVISOR DATA CENTRE OPERATIONS

Job Summary: 

To monitor continuous availability of all servers and applications to ensure proper update to the databases, successful completion of nightly backups, overnight batch processing of applications such as Tax, Water, Parking Tag, and SAP payroll systems and to troubleshoot and apply appropriate actions and solutions required when problems occur.

Major Responsibilities:

• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day to day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and co-ordinates vacation and overtime requests. Monitors and evaluates staff performance, recommends salary increments, hears grievances, recommends disciplinary action, and handles labour relations matters when necessary.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Ensures the smooth running of the City's Computer systems/applications and that they are available to the city's clients and also to the public for access to Toronto's web sites 24 hours a day, seven days a week.
• Monitors system resources to ensure maximum system utilization and availability to ensure that they meet
• overall needs of the clients.
• Identifies and applies solutions to the computer related problems and client requirements such as network virus attacks, users password, access to database, e-mail, etc.
• Ensures the integrity and maintenance of the on site media library and coordinates regular off site storage
• routines of the backup media.
• Supervises daily processing of paid and unpaid parking tickets which include reports.
• Ensures Property-Business Tax / Water payments are processed on time.
• Maintains, plans, develops operating instructions, online procedure manual, evaluates performances on varieties of computers throughout the corporation using prescribed systems management.
• Ensures that all first line computer technical services are available to all City customers for effective service
• support. In cases where service is not available acts as the authoritative source for downtimes, resumption of service, etc.
• Ensures compliance with business requirements, via established Service Level Agreements. Monitors service levels by analyzing statistical reports and other performance indicators (eg response time, resolution rate, service quality, customer satisfaction) to ensure service levels are met.
• Co-ordinates support services between various IT support groups within the IT division and other departments to ensure the delivery of effective and consistent services to clients.
• Assists System administrators in maintenance and upgrades of the city's computer systems.
• Sets up evaluation mechanisms to measure service performance to correct deficiencies and improve service to clients: statistical goals; call quality checklist; performance feedback to staff.
• Ensures that the overall needs of the data processing clients are met by providing Help desk support after hours and week-end.
• Ensures that automated backups, and manual restores of client data, are complete and correct

Key Qualifications

Your application for the role of Supervisor Data Centre Operations should describe your qualifications as they relate to:

1. Supervisory or equivalent experience working in a large, multi-server, multi-platform 7X24 data centre, supervising a team of unionized employees, external consultants, and vendors in providing 24 X 7 X 365 data centre services to the end users.
2. Experience managing client/user/vendor relations to ensure that they are compliant with contracts and service level obligations.
3. Experience providing project management and coordination services for various Technology Infrastructure Service or IT capital and non-capital projects.
4. Experience working with, but not limited to, creating reports, RFPs, RFQs, Business Cases, Sole Source agreements, budgets and various other financial reports, as well as conducting research and analysis, as needed.
   
   

You must also have:

• Familiarity with ITIL aspects related to Change Management, Service Desk, Incident Management and Asset Management, an asset.
• Familiarity with government legislation with respect to privacy and security of information, the Occupational Health and Safety Act and regulations.