Lead, Infrastructure & IT Operations

LEAD, INFRASTRUCTURE & IT OPERATIONS

Job Title: Lead, Infrastructure & IT Operations

Reports to: Director, Performance Excellence & Information Services

Status: Full-time Permanent

Direct Reports: Yes

Travel Requirements: None

Number of Vacancies: 1

Office Hours: 8:30AM – 4:30PM

May be required to occasionally work after-hours

Healthcare Insurance Reciprocal of Canada (HIROC) is a trusted healthcare safety advisor, committed to offering a full spectrum of insurance, risk and claims management products and support.

HIROC knows healthcare as it’s the largest not-for-profit healthcare liability insurer in the country, with over 700+ healthcare organizations part of the Reciprocal. Combined with sage counsel and risk management solutions, HIROC works with its partners to increase safety.

As a Reciprocal, HIROC is governed by its Subscribers and remains an innovative, agile, and proactive partner. Since its inception in 1987, the not-for-profit has returned over $260 million to the healthcare system. HIROC’s 35 years of data is combined with its extensive experience to advise and share learnings, all with the goal of scaling knowledge and increasing safety across Canada’s healthcare system.

Join us and be part of the team working to make a difference.

KEY RESPONSIBILITIES:

Team Management

• Oversee and lead the infrastructure team in accordance with organizational and PE&IS policies, procedures and goals.
• Take ownership of infrastructure initiatives and lead the team through infrastructure modernization projects, cloud rollout, systems automation, security uplift, technology refreshes, process improvements, and changes to IT operating models.
• Act as a trusted bridge between infrastructure operations, Service Desk, and business stakeholders.
• Collaborate with cross functional teams (Applications, Analytics, Performance Excellence, and Information Security) to deliver infrastructure services and ensure the availability, performance, patching, vulnerability remediation, incident response, cloud workload health, and production readiness of IT systems.
• Identify current and future skills gaps across servers, storage, networks, databases, endpoints, cloud platforms, monitoring, automation, and IT operations.
• Represent infrastructure and operations in cross-functional planning to ensure reliability, supportability, security, cost, lifecycle, and operational readiness are considered early.
• Providing coaching, mentoring, and training to a team to develop their service capabilities.
• Assist in the recruitment, mentorship, technical instruction, and guidance of all team members.
• Responsible for talent management including performance appraisals, training, and mentorship.
• Complete regular coaching sessions with all team members including review of performance, objectives, and career development.

Core Technical & Operational Responsibilities

• Lead the operational management of cloud environments, ensuring cloud workloads are reliable, secure, monitored, cost-effective, and aligned with business and IT strategy.
• Establish clear ownership, standards, and governance for cloud operations, including provisioning, monitoring, access control, backup, recovery, performance, tagging, lifecycle management, and cost optimization.
• Provide leadership oversight for enterprise network operations, including LAN, WAN, wireless, internet connectivity, Azure ExpressRoute, firewalls, VPN, remote access, load balancing, DNS, DHCP, and related connectivity services.
• Lead the team in proactively identifying network risks, performance issues, capacity constraints, lifecycle concerns, and opportunities for modernization.
• Take ownership of the IT operations and lifecycle management of data centre services, servers, virtualization platforms, storage, databases, backup systems, endpoint platforms, and supporting infrastructure technologies.
• Promote operational discipline across infrastructure platforms through standard operating procedures, runbooks, health checks, patching schedules, configuration standards, and service ownership models.
• Ensure infrastructure platforms are maintained to high standards of availability, performance, security, recoverability, and operational documentation.
• Establish a proactive service reliability mindset across the team, shifting operations from reactive issue resolution to prevention, automation, monitoring, and continuous improvement.
• Lead incident, problem, and change management practices for infrastructure and cloud services, ensuring timely resolution, root cause analysis, stakeholder communication, and long-term corrective action.
• Partner with information security, privacy, risk, and compliance teams to ensure infrastructure and cloud services are operated in accordance with approved security standards, policies, and regulatory expectations.
• Ensure operational controls are in place for patch management, vulnerability remediation, identity and access management, privileged access, endpoint protection, logging, monitoring, backup, and secure configuration.
• Support audits, risk assessments, disaster recovery exercises, security reviews, and remediation plans by ensuring evidence, documentation, ownership, and corrective actions are well managed.
• Manage relationships with technology vendors, cloud providers, managed service providers, consultants, and support partners to ensure strong service delivery and accountability.
• Contribute to infrastructure and cloud budget planning, including licensing, subscriptions, maintenance, lifecycle refresh, cloud consumption, capacity growth, and project-related operational costs.
• Provide leadership with clear recommendations on technology investments, operational risks, cost optimization opportunities, and infrastructure modernization priorities.
• Other duties as assigned.

KNOWLEDGE SKILLS & ABILITIES:

• Strong communication and stakeholder management skills, with the ability to translate complex technical topics, risks, trade-offs, dependencies, and recommendations into clear business language for non-technical audiences.
• Strong knowledge of cloud operations and governance, including reliability, capacity planning, cost optimization, security, lifecycle management, and operational reporting.
• Strong knowledge of IT service management practices, including incident management, problem management, change enablement, service level management, configuration management, asset management, knowledge management, and continuous improvement.
• Strong planning, prioritization, and problem-solving skills, with the ability to balance operational support, project delivery, and business priorities.

EDUCATION, TRAINING & EXPERIENCE:

• Post-secondary degree in Information Technology, Computer Science, Information Systems, Engineering, Business Technology Management, or related discipline.
• 8+ years of relevant leadership experience, including managing hybrid environments that include both on-premises infrastructure (Windows/Linux servers, virtualization, network basics) and public cloud platforms (Azure, AWS, or OCI).
• Experience supporting regulated, privacy-sensitive, or high-availability environments where security, compliance, resilience, and service continuity are critical
• Leadership, coaching, change management, or project management training and certifications, such as ITIL, Prince2, PMP, Azure Administrator, Solutions Architect, or people-leadership programs, would be considered an asset.

WORKING CONDITIONS:

• HIROC is committed to a hybrid work environment, which includes 2 days per week in office, with departments meeting in person at least two times per month, as per HIROC’s Hybrid Work Policy. HIROC’s hybrid model provides opportunities for team building, education, leadership development and cross departmental relationship building.

SALARY RANGE: $125,000.00 - $150,000.00

The salary range offered for this position will be determined by a variety of factors including the candidate’s skills, competencies, qualifications and relevant experience, in accordance with HIROC’s Compensation Policy.

At HIROC we do not use AI (Artificial Intelligence) or automated screening tools at any stage of our hiring process. Every application is reviewed by our hiring team. If you have any questions regarding our recruitment process, please reach out to our Human Resources Department at

HIROC is committed to fostering a climate of equity, diversity, inclusion, and accessibility. HIROC respects the diversity of all members of its community and welcomes applications from those who have demonstrated a commitment to the values of equity, diversity and inclusion. Applications from members of groups that have been historically disadvantaged and marginalized, including First Nations, Métis and Inuit peoples, racialized persons, persons with disabilities, those who identify as women, 2SLGBTQ+, individuals who self-identify on the basis of any of the protected grounds under the Human Rights Code and/or others who may contribute to the further diversification of ideas within its community are encouraged.

HIROC is committed to fair assessment of a candidate’s abilities, and consideration for diversity of thought, method, and experience, including non-traditional career paths.

HIROC is committed to providing a barrier-free environment for all stakeholders, including its participants, employees, job applicants, suppliers, the public and any visitors who may enter its premises, access its information, or use its services. As an organization, HIROC respects and upholds the requirements set forth under the Accessibility for Ontarians with Disabilities Act (AODA) and its associated standards and regulations and will ensure that HIROC offers a safe and welcoming environment that is respectful of each person's dignity and independence.