Cloud and IT Operations Manager

Emergency Reporting - Headquarters, BC (30+ days ago)

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Emergency Reporting is a leading records management solution for Fire and Emergency Services. As a SaaS company, our software and IT departments work collaboratively to provide a highly available, reliable, and secure platform for every one of our customers; from volunteer fire departments in small towns, to large metropolitan fire agencies. Our cloud-based software is born from the fire departments we serve and help to keep us grounded.

This position provides leadership and coordination of the strategy and management within IT. Leads and directs strategy across all of IT, manages budget, and ensures disciplined approaches to meet strong professional standards. As a cross-functional leadership role, this position works collaboratively with various stakeholders in the organization. Ensures IT policies, processes, and procedures are written, current, and known in order to drive disciplined professional practices. Ensures the IT architecture is designed, documented, modern, and secure. Oversees day to day functional operations to ensure alignment with defined practices. Oversees long-term planning and discipline for certifications, business continuity, and incident response readiness.


Strive to exhibit ER’s Valued Employee Attributes to support our company values and culture.
Adhere to applicable policies and procedures.

Team and Individual Leadership

With the Chief Technology Officer (CTO), establishes department/team level goals and objectives to support corporate strategy.
Actively manages direct reports to ensure understanding of individual expectations, goals, and objectives, as well as ensuring teamwork and collaboration to achieve department/team goals and objectives.
Provides regular coaching, feedback, and professional development for direct reports.
Administers formal annual performance reviews for direct reports.
Recognizes and supports high-potential employees.
Other Management

Collaborates in the development and implementation of the annual budget.
Effectively manages the budget to meet financial objectives.
Identifies and manages risks within the team, aligned with company risk management practices.
Adheres to ER signing authority rules for contract execution and purchasing decision limits.
Ensures compliance with legal and regulatory requirements and best practices.
Identifies and selects appropriate vendors to meet assigned objectives. Ensures adequate negotiation for fair pricing.
Manages vendor performance and vendor relations.
Reports regularly on operational effectiveness, financial performance, and progress against goals through KPIs and other means as needed.

Business & Technology Planning

Defines and ensures clean standards and implementation of best practices for IT services in this mission critical production systems in datacenter and cloud hosted environments.
Develops and drives the IT vision and strategy to ensure its alignment with company objectives and strategy.
Defines and oversees best practices for IT planning, management, and execution.
Creates, modernizes, and oversees ER’s IT policies, plans and procedures to ensure:
Industry best practices are followed and kept modern
Alignment with ER business strategic goals
Conformity with applicable regulations, and certification requirements
Policies are followed, reviewed, and adjusted regularly
Long-Term Planning & Discipline

Ensures and oversees that ER’s plans and discipline protect the business. Includes:
Business continuity planning
Security testing, requirement planning, and follow-through
Ongoing compliance with RMF, FedRAMP, HIPAA, GDPR, and other applicable regulations pertinent to the business
Threat modeling and protection strategies
Functional & Day to Day Oversight

Oversees and ensures cross-departmental disciplines including:
Adherence to formal change management
System monitoring and tracking
Ensure daily /weekly/ monthly/ quarterly/ annual tasks & tracking
KPIs and measurement
Budget and expense management
Security tracking, management, and communication

Attends all-hands meetings, company trainings, manager meetings, or other company events.
Performs other duties as assigned by the CTO.

Bachelor’s degree in computer science, information systems management, cybersecurity or related field
Five or more years leadership experience managing in a mission critical IT environment
Three or more years leadership experience with responsibility for production systems and/or responsibility for mission critical security, scalability, and uptime
Three or more years experience with cloud, SaaS production systems
Two or more years experience in DoD security management, including DISA STIGs, FedRAMP, RMF, and/or DIACAP
Two or more years experience meeting regulatory requirements such as HIPAA, PCI, etc.
Expert system security knowledge, certification(s) preferred
Certification in IT change management processes such as ITIL preferred
Experience in risk management and formal incident response
Experience in business continuity and disaster recovery planning
Strong experience with cloud hosting platform(s) such as MS Azure, or Amazon AWS, certification(s) preferred
Involvement in industry groups and speaking engagements a plus
Other combinations of education and experience that provide the incumbent with the necessary qualifications may be considered

Deep knowledge of Windows Server and Hyper-V (or related)
Strong knowledge of web applications and virtual environments
Expert knowledge of server, network, and storage management
Strong knowledge of MS SQL Server
Deep troubleshooting and automating experience using server management tools such as, PowerShell, Scheduled Tasks, etc.
Detailed security, auditing, and threat analysis knowledge
Solid supervisory skills including conflict resolution, problem analysis and decision-making, adaptability, flexibility, and time management
Goals- and results-oriented, with a passion for excellence
Effective written and verbal communication and interpersonal skills
Organized and detail- and accuracy-oriented, including ability to effectively document and resolve issues
Able to learn and adapt to changing technologies and procedures
Able to be a competent, effective, and collaborative team leader
Ability to plan, organize, schedule, and manage various projects simultaneously
Demonstrated ability to take initiative, problem solve and work independently
Demonstrated ability to thrive in a fast paced environment

Incumbent is subject to a background check and appropriate security clearances.
Must have a valid driver’s license.
Able to work in a secure environment possibly connecting privacy data and working with systems for government information use.
Visa sponsorship is not available for this position.

Travel: Some travel may be required.
Mobility: Work is performed in an office setting and requires sitting for long periods of time. Must be able to move throughout the office to interact with employees.
Hearing: Must be able to hear verbal conversations over the phone, using collaboration tools, and in-person with background noise.
Vision: Must be able to consistently identify objects and persons at a distance and read fine print on various forms.
The statements contained in this document reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.