Supervisor, Site Reliability
Office Location: Downtown Toronto 

This Is You
Bring your IT career and talents to CDW where you can have a greater impact, be inspired by our mission and excited about your job and future. The #1 name in Canada for IT services and solutions, we are an innovative Fortune 200 leader driving meaningful technological change for customers in virtually every industry. We are seeking a talented, versatile, and experienced supervisor for managing the day-to-day activities of the Site Reliability team. The goal of the team is to provide our coworkers with the tooling, infrastructure, technical oversight, and consistency in the ongoing delivery of Managed Services technology. You will ensure our internal infrastructure is following best practices, and that it is in a healthy and risk-free state. The supervisor will also act as the technical escalation point for complex issues. Technical mentorship and creative problem solving are imperative to the job function.
This is an exceptional opportunity to join some of the brightest, best and most diverse technology minds working in IT today. Tech visionaries and lifelong learners who can take their passion for technology and turn it into powerful, functioning solutions for our customers.

What You’ll Do

• Lead a group of Site Reliability Specialists specializing in developing and scaling the business
• Provide technical escalation for team to assist in timely resolution of operational tasks
• Be responsible and accountable for the creation and assignment of tasks to ensure the team is meeting the business KPI for service execution
• Support the team to own the internal technical architecture and onboarding of services
• Participate in the change management process, providing oversight on peer reviews and approvals of changes
• Troubleshoot and resolve complex issues in a wide range of tools in the areas of Infrastructure, Cloud, and Security
• Participate in BC&DR and audit discussions to ensure we are meeting SLA’s to internal and external stakeholders
• Review and evaluate processes and look for opportunities to improve daily workflow
• Identify repeatable tasks and contribute to continuous improvement and automation initiatives
• Coordinate with the operations team to ensure continuous runbook development and reduce escalations

What You Need to Succeed

• 5-7 years of systems design, technical architecture, and support experience
• Bachelor of Science in Computer Science or related technical degree or equivalent work experience
• Experience leading a technical team from a position of direct personnel management (Lead, Supervisor of Manager)
• Familiarity and deep experience implementing ITIL best practices
• Strong, proven background in leading reporting & metrics capabilities
• Strong interpersonal, written, communication & problem-solving skills
• Demonstrated skill in prioritizing multiple responsibilities, tasks and projects simultaneously including ability to shift priorities
• Solid understanding of the latest DevOps methodologies and tools in the areas of infrastructure, architecture, and security automation
• Excellent work ethic - high output and attention to detail
• Schedule flexibility with ability to work non-standard business hours and shifts
• Ability to organize thoughts and ideas into understandable terminology
• Ability to remain calm in a fast-paced work environment and to demonstrate thoughtful leadership in assessing problems/opportunities and recommending an approach to solving problems and pursuing opportunities

Qualifications

• Experience with Ansible, among other DevOps technologies
• Experience with monitoring systems, DataDog / ScienceLogic is an asset
• Experience with ServiceNow
• Experience with Web Development (HTML, CSS, JavaScript)

Who we are:

CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

What you can expect from us: Culture, coworkers, careers.
CDW is not only the People Who Get IT, but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.

The well-being of our employees is essential to us. CDW offers a comprehensive benefits package, which includes health, dental and vision coverage, coworker stock purchase program, paid vacation time and sick days, RRSP/DPSP and DPSP match, tuition reimbursement, coworker discounts and other generous perks.