Description:
The Technology Support and Operations Group (ITS) is responsible for operating and supporting core IT infrastructure and services at KPMG in Canada. The department provides level 2/3 support, operates a 24x7 Network Operations Centre (NOC), and manages two National Data Centres and Cloud Services (Azure). The department is also responsible for Access / Identity Management, Change Management, Incident Management and Problem Management. As a key member of the IT Senior Management Team this role is responsible for providing overall management of our Server Support organization, ensuring compliance in all our infrastructure services and adherence to our standards. The role involves frequent interactions with Canadian IT leadership. KPMG's global technology teams, local vendors, and service providers.
What you will do
- Accountable for managing and supporting our core server infrastructure and services in both our on-premises Data Centres and Cloud Services.
- Ensuring that all infrastructure configurations adhere to our standards
- That we are performing regular infrastructure compliance audits to capture and determine inconsistencies in the environment
- That we have an optimized view of all the infrastructure components, dependencies, and that they are being managed properly
- That we have the proper proactive leading-edge monitoring and reporting in place
- That we have sound Service Management processes and tools with the proper reporting and dashboards in place
- Lead our Critical Incident Management process to ensure that service interruptions are resolved in a timely and complete manner
- Oversee the management of a highly skilled team of (3) managers and up to (20) technical resources
- Coordinate activities of Server Support with other ITS teams
- Provide input to the business and budget planning process
- Accountable for managing elements of both Operating and Capital budgets
What you bring to the role
- A university degree in computer science preferred or other related discipline
- High degree of knowledge and understanding of IT standards, data centre and cloud technologies
- High degree of knowledge and understanding of IT security practices and capabilities
- A minimum of 10 years of experience in managing and operating IT services located in an external or outsourced hosting facility
- A minimum of 10 years' experience in implementing technology, change management or process improvement programs
- Direct experience in all phases of system implementation and all aspects of IT infrastructure with an emphasis on operationalization of new applications and implementation of infrastructure components
- Experience with desktop and application virtualization leveraging cloud technologies such as Citrix Cloud or Windows Virtual Desktop
- Excellent interpersonal, organizational and leadership skills in order to effectively manage relationships with major IT outsourcing partners and other vendors for the delivery of high-quality deliverables in accordance with contractual obligations and service level agreements.