Cloud Operations Manager

Toronto, Canada


Who we are:

Founded in Toronto in 1988, CaseWare International Inc. is a global software provider for accounting firms, corporations, and governments. With efficiency, quality and value in mind, we build solutions that push the technological boundaries in the industry. Our approach combines the power of automation with secure collaboration tools to help customers reach new levels of productivity and make better business decisions. As a result, CaseWare solutions are used by over 250,000 users in 130 countries and in 16 languages.We have embarked on an ambitious new path of delivering an innovative, cloud - based unique global reporting and auditing solution.

We are seeking to appoint a Cloud Operations Manager who will work with the Product, Development, and Testing groups to drive our development, partner, and production operations forward as a centre of excellence.

You are:

An individual with a strong technical foundation, embrace being the face of the Operations group, understand the software development lifecycle, implement modern, industry standards and best practices, believe in a people-oriented agile culture, and be proactive in ensuring that gaps threatening operational services are quickly identified, closed, and learned from.

We need you to:

  • Lead the current DevOps and CloudOps teams:
    • Aligning them with product development and business requirements and priorities
    • Own strategy for technology platforms and tooling selection required to deliver a world class automated development and cloud operation
    • Driving effective technology solutions through managed change initiatives
    • Manage the technical design, development, implementation, and continuous improvement of architecture, infrastructure, technical and process solutions, working proactively with your peers for maximum results
    • Maintain documented best practice operational processes, policies and standards
    • Invest in your direct reports, mentoring and supporting their personal development plans including their ability to build and maintain high quality teams and operations
    • Facilitate knowledge sharing within your group and across peer Product, Development, and Testing groups
    • Cost management, seeking efficiencies
    • Management reporting and escalation point
  • Lead the current transformation of our operations group to become a modern, best practice centre of excellence:
    • Work with Product, Development, and Test management peers to define our go forward operations strategy
    • Select and implement software platforms, tooling, and processes
    • Report on the success of change initiatives
  • Support the product release process with highly automated continuous integration and deployment services, reducing downtime where possible
  • Oversee day-to-day operations and service including:
    • 24/7 cloud service to customers, meeting service levels
    • 9-5/5 service to the product development organization
    • Infrastructure design, setup and administration
    • Application software deployment and updates
    • Monitoring and reporting on service and infrastructure health, performing root cause analysis of incidents to prevent recurrence
    • Performance monitoring, reporting, and improvement
    • Incident/problem/configuration/change/service management
    • Security management, monitoring and guidelines
    • Capacity planning and availability management
    • Disaster recovery and backup services
  • Support CaseWare’s broader information security compliance by implementing and maintaining the required process elements for operations, including SOC 2 and ISO 27001:
    • Owning relevant risk and incident management duties for operations
    • Ensuring documentation meets compliance needs
    • Ensuring compliance of operational processes and services
    • Participation in security audits as required
  • Work with third party organizations as necessary to implement and support operations.
  • Maintain knowledge of DevOps and CloudOps best practices, trends, and successes through:
    • Continuous learning
    • Attendance at conferences and events as necessary
    • Industry networking