Hub Shift Manager Jobs

Start Date of This Engagement: ASAP

End Date of This Engagement: JULY 31, 2024

Number of Potential Extensions: 2

Duration of Each Potential Extension: 6 months

Note: Total term for the SoW should not exceed two (2) years, including possible future extensions of the engagement.

Department: Technology Services, Service Operation Centre, IMITS, PDHIS, PHSA

Reporting to: Duty Manager or delegate

Project Description:

PHSA Technology Services (TS) is responsible for delivering a range of IT infrastructure services to the Health Authorities of British Columbia. TS has a requirement to secure a Senior IT Operations Manager to support day-to-day operational management of the TS CST HUB that performs infrastructure monitoring, maintenance and remediation activities in support of the Clinical and Systems Transformation (CST) Project.

Services Required:

The Senior IT Operations Shift Manager is responsible for the following functions:

· Provides direction and monitors employee performance to ensure that work activities are completed in accordance with documented standards, processes, and procedures.

· Performs incident and event triage with support from TS CST HUB resources and manages resolution and/or routing based on established procedures.

· Acts as the first point of escalation for TS CST HUB resources on shift.

· Maintains TS CST HUB schedule to ensure coverage for all shifts and role assignments.

· Produces regular reports according to the defined processes and frequency.

· Maintains the TS CST HUB incident ticket queue including ticket creation, assignment, and resolution.

· Coordinates, tracks, and reports on the execution of planned changes and scheduled maintenance activities performed by the TS CST HUB.

· Maintains regular contact with TS Operation Managers and teams to maintain currency on technical standards, tool sets, and operational practices.

· Orients new TS CST Hub resources in toolsets, processes, procedures, and work expectations.

· Performs regular compliance audits to ensure work activities are performed in accordance with defined standards and controls are tested.

· Makes recommendations regarding improvements to toolsets, processes, and controls.

Pricing Options Preferred:

Hourly (up to 48 hours per week, with additional work hours requiring pre-approval by PHSA management). Maximum of $90/H.

**The hourly rate of the consultant is considered an all-inclusive rate for travel or other expenses. However, exceptional travel costs may be approved for reimbursement with prior written approval from PHSA Management. Receipts will be required.

Constraints and Special Considerations:

Must be available to work alternating 12-hour shifts days, nights, and over weekends on a rotating schedule. For example: 4x12 hour day shifts; followed by 4x12 hour night shifts; followed by 4x12 hour day shifts.

Specific Qualifications or Experience Required:

Work Experience:

A level of education, training, and experience equivalent to a university degree or technical diploma in a program, such as Computer Science, plus related vendor network certifications, and at least five (5) years of recent experience in an IT Operations management capacity within a complex enterprise environment. Prior public sector/health experience desired.

· Knowledge/experience with current network architecture/standards and industry best practices required to implement and maintain a reliable data network

· Experience supporting an enterprise Server environment including Microsoft and Unix operating systems.

· Experience with Operations monitoring practices and tool sets.

· Experience in an IT Operations management role with direct supervisory responsibilities.

· Experience with ITIL processes [E.g. Change, Incident, Problem] required and ITIL designation preferred.

· Self-directed, highly motivated, and results-oriented

· Sound judgment and decision making skills

· Team player with well-developed interpersonal skills

· Good written and verbal communication skills

· Proficient computer skills using Microsoft Office

· Vendor designation [E.g. Cisco CCNA and/or Microsoft MCSE or equivalent designation] is preferred