Manager, Network Operations Centre (Elevare Health)

When healthcare depends on technology network reliability isnt just an IT priorityits part of patient care. What if your network expertise helped power one of Canadas most digitally advanced hospitals

Opening in February 2027 the new St. Pauls Hospital is being built to transform how healthcare is delivered supported by some of the most advanced digital infrastructure in the country. Elevare Health powered by PHC Ventures is now hiring a permanent full-time Manager Network Operations Center to lead the team who will support the foundation of reliable secure and high-performing technology systems that clinicians researchers and patients will depend on every this managerial technical role youll lead NOC operations incident response monitoring and continuous improvement while working across technical teams vendors and organizational leaders to maintain situational awareness and keep critical services running ensuringthe reliability performance and resilience of the systems behind exceptional patient care to ensure they continue running when they matter most.

Please note this is a primarily on-site position from Monday to Friday. This posting is scheduled to close at 11:59PM on Friday August 21st.

What you will be doing

• Leading NOC operations: Leading the day-to-day NOC team coordinating priorities across operational teams supporting staff development and ensuring effective monitoring triage escalation and service delivery.

• Managing major incidents: Acting as the incident coordinator for high-impact events directing cross-team response and escalation communicating status to leadership and leading post-incident reviews to strengthen future response.

• Driving reliability and continuous improvement: Monitoring service performance identifying trends and capacity needs and improving monitoring alerting operational playbooks disaster recovery processes and incident response to strengthen system reliability.

• Coordinating partners and technology initiatives: Working with information systems teams vendors and external partners to resolve complex operational issues plan infrastructure improvements and downtime procedures and lead NOC-related projects from planning through delivery.

Education Training and Experience

• Bachelors Degree in Computer Science Computer/Electrical Engineering or related field plus seven (7) to ten (10) years recent related experience in two (2) years in an operational leadership/coordination role or an equivalent combination of education training and experience.
• Proven experience in information technology (IT) service management and incident management.

Skills and Abilities

• Demonstrated knowledge of network design and architecture.
• Demonstrated experience with observability and monitoring platforms.
• Demonstrated familiarity with Cloud Platforms (AWS or Azure) modern infrastructure and DevOps environments.
• Advanced troubleshooting and analytical thinking skills.
• Demonstrated familiarity with automation and process improvement.
• Demonstrated ability to manage supervise orient and train others.
• Ability to collaborate effectively cross-functional team members and external vendors.
• Demonstrated ability to prioritize and handle multiple incidents at once.
• Demonstrated understanding of related privacy and security regulations.
• Demonstrated knowledge and use of project management tools and ability to lead projects.
• Excellent interpersonal oral and written communication skills.
• Physical ability to perform the duties of the job.

Preferred Skills and Abilities

• Background in systems administration or infrastructure engineering.
• Scripting or programming familiarity (Python preferred).
• Experience working with cloud and container environments.

Typical Tools and Platforms

• ITSM platforms (incident and ticketing systems)
• Observability and monitoring dashboards.
• Collaboration and incident management tools.
• DevOps workflow tools.

• Competitive Pay: $108147 - $155461 per year depending on experience

• Growth opportunities: We welcome individuals at all stages of their career offering opportunities for professional development and growth.

• State-of-the-art facilities: The new St. Pauls Hospital and health campus will be the most innovative approach to the delivery of integrated care in B.C. and Canada designed to appropriately address the future health needs of patients families and our communities. From hospital care to primary and community health solutions the new St. Pauls Hospital and health campus will continue to lead innovations in care research and teaching. The new St. Pauls Hospital is expected to open in 2027.

• Inclusive culture: We respect the diversity dignity and interdependence of all persons. We value the cultural richness that our diverse workforce brings to the care of our equally diverse population of patients and residents.

• Meaningful impact: You will have the opportunity to work for an organization that is deeply committed to safeguarding of our surrounding environment by contributing to high quality care while promoting sustainable practices in your everyday work.

• A comprehensive health benefits package including dental vision and life insurance as well as pension.

Who We Are

Providence Health Care is one of the largest faith-based health care organizations in Canada. For the people at Providence living our Mission Vision and Values means providing British Columbians with compassionate socially just exceptional and innovative care every day.

From our humble roots 129 years ago Providence Health Care has grown into a globally recognized leader in research teaching and care. As individuals within a mission-driven organization we choose to be part of PHC because we value its long-standing dedication to social justice and compassionate care its active efforts to advance environmental sustainability and planetary health and its meaningful engagement in the process of Truth and Reconciliation with Indigenous about our culture and what its really like to work here Check out the video below to meet some of the incredible people who make Providence a truly special place to work.

Your day to day:

Reporting to the Senior Technology Director the Manager Network Operations Centre is responsible for managing the day-to-day operations incident management and oversight of the Network Operations Centre ensuring maximum availability and performance of network infrastructure. The Manager directs and supervises NOC team members and ensures that monitoring triage and escalation processes function effectively and that operational teams maintain situational awareness across critical systems. The Manager serves as the primary interface between NOC operations information systems teams vendors and organizational leadership during incidents and operational reviews. May be required to represent the team on committees/working groups and works with multiple internal and external partners to support Elevare Health priorities through effectively communication advancing priorities and promoting collaboration among key partners.

• Provides operations oversight by coordinating NOC activities across shifts and operational teams by providing day-to-day leadership and guidance to team members including providing direction on work assignments priorities and assistance with problem resolution. Creates an environment which supports team engagement and effective service delivery.
• Optimizes monitoring coverage and ensures monitoring coverage and incident response processes are followed.
• Oversees daily operational performance and service reliability to ensure systems are running smoothly every day and staying consistently available to users.
• Acts as the incident coordinator for high-impact events and manages cross-team communication during major events. Ensures proper escalation to information teams and client system owners. Communicates operational status to management stakeholders and leads post-incident reviews and operational reporting.
• Performs capacity planning and recommends infrastructure improvements.
• Interfaces with vendors and external support teams to build and maintain sound relations and discuss escalated issues.
• Coordinates operational issues involving third-party platforms such as outages performance degradation configuration or integration failures.
• Serves as a project leader for assigned NOC projects including the development monitoring and evaluation of project plans and deliverables. Develops roadmaps reference documents and provide guidance and direction to project teams.
• Recruits hires orients and trains team members. Works with staff members to set goals and objectives evaluates staff performance determines developmental/training requirements and engages in disciplinary action in consultation with HR Partner if required.
• Works with team members vendors and information systems teams to plan downtime procedures and disaster recovery. Develops and implements appropriate documentation communication measures to ensure related information is provided to all stakeholders in a timely manner.
• Develops maintains and continuously improves operational playbooks and escalation procedures ensuring standardized incident response clear escalation paths and effective team adoption through ongoing training and process refinement.
• Ensures compliance with policies security standards and regulatory requirements.
• Manages operating budget for own team portfolio. Conduct cost analyses and budget estimates for capital equipment. Monitors expenditures identifies financial issues seeks to adhere to budget or takes corrective action.
• Drives continuous improvement of incident response processes by analyzing incident trends optimizing monitoring and alerting and enhancing operational workflows to improve service reliability and response times.
• Monitors deliverables quality and key performance indicators to ensure service and technical standards are met.
• Collaborates with vendors and user groups to plan develop and deliver training programs for new systems and/or enhancements. Coordinates training sessions with the various organizations to ensure most effective use of resources. Develops and/or ensures the development of user training manuals and training materials.
• Performs other related duties as required.

We acknowledge that Providence Health Care & the new St. Pauls Hospital site is located on the traditional ancestral and unceded territory of the Coast Salish Peoples including the territories of the xʷməθkwəyəm (Musqueam) Skwxwú7mesh (Squamish) and Səlílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations.