Manager Operation Centre
University Health Network
Toronto, Ontario, Canada
9d ago



LOCATION : Atrium on Bay or Toronto General Hospital

STATUS : Permanent - Full Time

Transforming Healthcare Delivery - University Health Network (UHN) is Canada's largest academic health sciences centre and is affiliated with the University of Toronto.

Building on the strengths and successes of our five remarkable hospitals and academic institutes : Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute, and the Michener Institute, UHN brings together new tools, technologies and talent to make us an international leader in healthcare and the ideal place to build your health technology career.

For more information on UHN, visit .

UHN Digital delivers information management and technology services for the entire organization and is responsible for assisting UHN staff and students in transforming lives and communities.

Overview of the Position :

The position of Manager, Operations Centre, is a strategic role with enterprise-wide impact. As the administrative, technical, and strategic leader of the group in Infrastructure Support, the position embodies the technical infrastructure innovations necessary for UHN as the leading medical research and education enterprise in the country and, with the Director, carries the ultimate responsibility for the monitoring and proper operation of information systems at UHN.

  • Key responsibilities include monitoring and optimization of IT infrastructure, monitoring and maintaining a secure IT environment for both users and systems, ensuring the proper operation of IT infrastructure through simple break / fix, and human resources management of the team;
  • operational planning, quality and corporate functions.

    As the leader of the Operations Centre team, the position is responsible for making sure that Heterogeneity, Interoperability and Utility are met on a centralized large-

    scale level for all IT infrastructure areas including, but not limited to, data centres, data closets, satellite and partner facilities, and other areas that house a significant amount of IT hardware.

    Unplanned, no single system can go out of service without direct impact on hundreds of other central systems and many thousands of client systems.

    The level of integration and interdependency between systems is complex and varied. Uninterrupted operations is a key function of this position.

    The position oversees a highly technical team of Infrastructure and Security Specialists. Each of those roles has a primary responsibility to a part of the central infrastructure or security and a back-

    up responsibility to the other area (i.e. : infrastructure supports security and vice versa). The overall areas that all facets of application of responsibility fall into are : Unix Infrastructure and Security, Windows Infrastructure and Security (server and endpoint), Network Infrastructure and Security, Perimeter Security, Telephony Infrastructure, Account Infrastructure, Recovery Infrastructure, Audio-

    Visual Infrastructure, and Database Infrastructure.

    This role is responsible for determining how to achieve the goals of the enterprise from both an infrastructure and security point of view, between, monitoring, auditing, reporting, repairing, securing, and optimizing systems and services.

    The manager must understand how these ultimately affect the user and how costing will be handled.

    The day-to-day responsibilities of the position involve over $20 million dollars of central infrastructure and an equivalent amount out at the users that are dependent on the central infrastructure and endpoints.

    These systems, together, are responsible for data management in real time, patients visiting in clinical clinics, clinical trials and research functions, processing genomic information, operations for hundreds of web sites, databases for general use, the clinical warehouse, UHN biobanking, hundreds of terabytes of user data, processing farms and utility infrastructure.

    Due to the interdependencies, an outage of a single service could easily put clinics into a code gray (internal disaster) as normal practice for data gathering would cease.

    The position is expected to make reliability and redundancy in all systems and practices a key point in order to avoid the time and monetary loss that would come with a single hour of outage.

    The position of Manager of Operations Centre is a strategic role with enterprise-wide impact. As the administrative, technical, and strategic leader of the group in Infrastructure Support, the position embodies the technical infrastructure innovations necessary for UHN as the leading medical research and education enterprise in the country and, with the Director, carries the ultimate responsibility for the operation of all data centers throughout the UHN and its affiliated facilities.

    Key responsibilities include monitoring and optimization of the servers, utility servers, storage, network, teleconference equipment, patient and facility monitoring systems.

    The manager is also responsible for monitoring systems for threats from all attack vectors including perimeter and e-mail.

    The Operations Centre teams are comprised of infrastructure focused and security focused staff. The manager much ensure that each shift is properly staffed, and that any system anomalies are dealt with in a proactive manner.

    If necessary, incidents are escalated to L1 or L2 infrastructure or security support staff.

    To be successful the candidate will need to develop strong working relationships with internal and external stakeholders across UHN, strong customer service and interpersonal skills will be a key skillset.

    The successful candidate will have a strong focus on development in order to continuously increase their own skills as well as mentor other technical resources in the group.

    Key Responsibilities :

  • Manages the monitoring and alerting of all Operations Centre (OC) functions including infrastructure and security functions.
  • Works with Security Operations and Infrastructure Engineering to ensure systems are properly maintained in a safe and secure manner.
  • Manages the proper staffing levels within the OC for 24 / 7 coverage.
  • Works with other teams within UHN Digital to ensure that OC tools are properly patched and working.
  • Works with other teams to develop any custom tools necessary to optimize or automate the monitoring, reporting, and break / fix functions of the team.
  • Manages the servicing of system and services of escalated helpdesk incidents and problems.
  • Provides expertise in optimizing existing IT infrastructure and security protocols through tools and program scripting.
  • Works with Infrastructure Engineering, Architects and Security Operations, and other staff to ensure Operations Centre meet the organization’s ongoing requirements.
  • Experience in working at a L1 and knowledge in Level 3 Data Centre specification and compliance.
  • Ensure legal, privacy, and security compliance are followed and the required monitoring.Manage access to secured Data Centres as per UHN Data Centre policy, as required.
  • Maintain expertise in related Identity Management (IDM) knowledge; implement new ideas and approaches to achieve leadership in the field.
  • Interact and collaborate with vendors to learn and provide feedback for upcoming products in respective roadmaps for optimizing UHN operational objectives.
  • Partner across a large matrix organization to build effective relationships to deliver quality outcomes.
  • Participate in departmental and enterprise-wide projects and Digital strategic planning with an emphasis on new technology integration within the environment;
  • focusing on Data Centre Support aspect of the design

  • Manages all aspect of human resources - hires, promotes, disciplines and terminates staff as required
  • Manages employee relation’s issues, promoting a teamwork environment where staff from diverse multilingual and multicultural backgrounds can interact productively and efficiently.
  • Identifies employee issues / concerns; ensures matters are resolved in a fair manner.
  • Manages the development, implementation, evaluation and maintenance of quality improvement initiatives which are in alignment with established UHN standards.
  • Manages the unit / department financial resources.
  • Performs cross-functional and / or other duties consistent with the job classification, as assigned or requested
  • Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contraventions of the Act, in a timely manner
  • Education and knowledge :

  • At a minimum, completion of a bachelor degree in Computer Science, Science, Mathematics or recognized equivalent required.
  • At a minimum over 4 years and up to 6 years practical and related experience and / or on the job training
  • Expertise in infrastructure monitoring software such as Solarwinds
  • Expertise in security monitoring software such as Rapid7
  • Expertise in administrating O365, including Azure
  • Expertise in Service Desk software. Service-Now preferred
  • Expertise in *NIX an asset (Solaris, AIX, Linux)
  • Certification :

  • MCSE Certification
  • ITIL Certification
  • RHCSA or RHCE Certification preferred
  • If you are interested in making your contribution at UHN, please apply on-line. You will be asked to copy and paste as well as attach your resume and covering letter.

    You will also be required to complete some initial screening questions.

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