Note: The job is a remote job and is open to candidates in USA. Quebec Solution Inc is seeking an experienced Systems Operations Manager to lead enterprise IT operations and service delivery excellence. The role focuses on driving operational stability and modernization initiatives while managing incident response and compliance within regulated environments.
Responsibilities
- Own end-to-end system availability, performance, monitoring, and operational continuity
- Lead incident response, escalation management, and service restoration activities
- Drive Root Cause Analysis (RCA) and corrective actions for P1/P2 incidents
- Ensure patching, upgrades, defect tracking, and production stability
- Improve observability, monitoring, and operational processes
- Guide infrastructure modernization, cloud readiness, virtualization, and platform improvements
- Partner with architecture and engineering teams on scalable solutions
- Support DevOps, automation, integration, and platform transformation initiatives
- Drive security improvements, vulnerability remediation, and disaster recovery planning
- Lead Incident, Problem, Change, and Request Management processes
- Implement ITIL4-based service management practices
- Manage SLAs, KPIs, operational reporting, and service improvements
- Support Major Incident Management (MIM) communication
- Coordinate L2/L3 support teams and external providers
- Support CAB reviews, production releases, and DR exercises
- Ensure compliance with: HIPAA
- SOC controls
- Enterprise security standards
- Internal audit requirements
- Support security audits and risk remediation activities
Skills
- 10+ years of experience in IT Systems Engineering, Infrastructure, or Operations Leadership
- 5+ years in technical leadership/service delivery management roles
- Strong knowledge of ITIL4 / ITSM frameworks
- Strong knowledge of Incident, Problem, Change Management
- Strong knowledge of Enterprise infrastructure operations
- Strong knowledge of Cloud and hybrid environments
- Strong knowledge of Monitoring and observability platforms
- Strong knowledge of Disaster Recovery planning
- Experience with RCA and Major Incident Management
- Experience with Security vulnerability remediation
- Experience with SOC audits and compliance frameworks
- Experience with Service delivery reporting and SLA management
- Healthcare / Medicare MIS environments
- Regulated industry experience
- PMP / ITIL certification preferred
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