Manager, Systems and Services
University Health Network
Toronto, ON
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 of Systems and Services 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, provisioning, and optimization of the servers, utility servers, storage, teleconference equipment, patient and facility monitoring systems. The manager is also responsible for administrating, monitoring and optimizing Identity Management, including all user and system credentialing, certificates, licensing, DNS, DHCP, and IPAM), user credentialing (AD, NIS, LDAP), Office 365 and cloud storage, mail flow, mail spam. Lastly, the manager is responsible for human resources management of the team and quality and corporate functions.

As the leader of the Systems and Services team, the position is responsible for ensuring that Heterogeneity, Interoperability and Utility are met on a centralized large-scale level for all IT infrastructure areas including, but not limited to, data centre, data closets, satellite and partner facility, and other areas that house a significant amount of IT hardware. All enterprise systems and services provide back-end infrastructure to the front-end user endpoint and applications. Uninterrupted operations is a key function of this position.

The position oversees a highly technical team. Each of those roles has a primary responsibility to a part of the operational well-being of the central IT infrastructure including but not limited to: Servers, Storage, Switches, Audio-Visual equipment, Telecom equipment, and the tools necessary to keep them running optimally while minimizing any service downtime.

This role is responsible for determining how to achieve the goals of the enterprise from a back-end infrastructure support point of view, between, monitoring, auditing, reporting, patching, repairing, 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. 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.

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 provisioning of all IT infrastructure to the user through tools like VMware and Citrix
Manages the identity of both users and systems within the organization
Manages the certificate infrastructure within the organization
Manages the licensing within the organization (service contracts, SAM)
Manages the servicing of system and services helpdesk incidents and problems
Provides expertise in optimizing existing IT infrastructure through tools and scripting
Works with Infrastructure Engineering, Architects, and other staff to ensure systems and services meet the organization’s ongoing requirements.
Provides next level support from Technical Support before incidents or problems are handed off to L2
Experience in working at a Level 1 and knowledge in Level 3 Data Centre specification and compliance
Works with Director to ensure system infrastructure meets current and future needs
Direct/Coach/Support various staff on project implementations and assign resources to project and operational initiatives as required
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 Masters in Electrical Engineering, Computer Science, or recognized equivalent required.
At a minimum over 6 years and up to 8 years practical and related experience and/or on the job training
Expertise in Identity Management software
Expertise in administration of O365, including Azure, SharePoint, and Teams (Skype For Business)
Expertise in Service Desk software. Service-Now preferred
Expertise in system provisioning software including VMware, Citrix, IPAM, DNS
Expertise in *NIX type operating systems such as RHEL, CentOS, Solaris, AIX

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.

POSTED DATE: April 15, 2019 CLOSING DATE: April 30, 2019

Staffing Advisor, Human Resources AOB – Posting # 839826

For current UHN employees, only those who have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, and possess all the required experience and qualifications should apply.

University Health Network thanks all applicants, however, only those selected for an interview will be contacted. UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.