System Services Supervisor

Posting number: 2600282

Department: Digital, Strategy, & Technology Department

Division: Infrastructure & Operations

Job classification: System Services Supervisor

Posting type: Open

Categories: IT and Computers, Management

Summary

Supervises the day-to-day operations of the data center infrastructure, including compute, storage, virtualization, and supporting environments. Supports continuous improvement of infrastructure operations through process improvement, automation, while supporting a service-oriented approach to operations management. Ensures reliable and efficient infrastructure services through effective monitoring, availability, and capacity management and coordinates team activities to support the delivery of infrastructure services. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

Examples of duties

• Supports continuous improvement of infrastructure operations through process improvements and automation. Contributes to the development and supports the implementation of approved data center-specific services strategies and technical roadmap initiatives in alignment with enterprise architecture standards. Provides technical guidance in implementing infrastructure solutions aligned with enterprise standards, including redundancy, fault tolerance, capacity, and lifecycle management; ensures licensing compliance.
• Supervises the activities and workload of the team, ensuring effective execution of infrastructure operations and adherence to ITSM processes (incident, problem, change, configuration, and service-level management) to meet performance, availability, and capacity targets. Participates in hiring and disciplinary processes.
• Builds and maintains relationships with other IT teams and stakeholders to develop a clear understanding of business needs. Ensures cost-effective delivery of IT services to meet those needs and responds with the agility required to address changing business priorities.
• Assists in budget planning and monitors operational expenditures for data center services to ensure consistency with the overall strategic objectives of IT and the enterprise.
• Participates in governance processes to support delivery of infrastructure services in alignment with service level expectations and business outcomes.
• Maintains awareness of emerging technologies, including cloud and hybrid platforms, and provides recommendations for potential adoption.   
• Supports lifecycle management of infrastructure systems, including maintenance, upgrades, and decommissioning. Coordinates with vendors and supports vendor management activities, including monitoring service performance.
• Identifies training and development needs and supports employee skill development and performance growth. Supports adoption of new techniques and practices to support the continued maturity and improvement of infrastructure and operations capabilities.
• Implements and maintains infrastructure security controls, including system hardening, patch management, and vulnerability remediation, in coordination with the Information Security team.
• Oversees backup and recovery operations, including data protection processes, validation/testing, and alignment with disaster recovery objectives (RPO/RTO).
• Coordinates data center operations, including physical environment considerations such as power, cooling, and facility dependencies, to support reliable system performance.
• Serves as an escalation point for infrastructure-related incidents and outages, including after-hours support as required.
• Performs other duties as required.

 
Supervision Exercised: This classification requires supervising and monitoring performance for a regular group of employees or unit(s) including providing input on hiring/disciplinary action and work objectives/ effectiveness, performance evaluations, and realigning work as needed. A first-line or second-line supervisor typically performs these tasks.
  
Supervision Received: Receives administrative supervision. This classification typically performs job duties and