Manager, Technical Operations Telemonitoring Systems

Lead 24/7 support operations for mission-critical Video Telemonitoring System

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Job Description

Location: Toronto, ON - On-site

Reports to: VP of Technology

Department: Technology Operations

About HALO

H.A.L.O Tele-Monitoring Inc. (HALO) is a leading provider of real-time, remote patient monitoring solutions, dedicated to enhancing patient safety and clinical efficiency in healthcare facilities. Our innovative technology enables live streaming of patients through a secure, on-premises network, allowing healthcare providers to deliver proactive, continuous observation and intervention when needed. We partner with hospitals, long- term care facilities, and other healthcare institutions to provide advanced remote monitoring services that improve patient outcomes, reduce adverse events, and optimize operational efficiency. Our headquarters are located at 101 College Street, Toronto, Ontario.

Position Summary

We are seeking a hands-on and highly organized Manager, Technical Operations to lead and oversee the 24/7 support operations for our mission-critical Video Telemonitoring System. This role is responsible for ensuring uninterrupted operation, rapid troubleshooting, incident response, and proactive maintenance of the system across hospitals and remote sites. The ideal candidate will have strong experience in networking, system monitoring, and technical support management.

Key Responsibilities

Technical Operations

• Lead day-to-day technical operations for the video telemonitoring platform.
• Manage and coordinate 24/7 technical support (on-call rotation, escalation paths, incident resolution).
• Troubleshoot and resolve hardware, software, and networking issues in coordination with IT and biomedical engineering teams.
• Maintain systems uptime, video/audio feed reliability, and connectivity integrity across all sites.
• Oversee performance monitoring tools, alerts, and dashboards for proactive issue detection.
• Serve as the point of contact for technical escalations from hospital units and field technicians.
• Collaborate with Engineering and Product teams to improve system performance and reliability.
• Lead technical root cause analysis (RCA) reviews after incidents and recommend corrective actions.
• Document and train staff on SOPs, support workflows, and troubleshooting guides.
• Participate in vendor management and technical reviews for hardware/software used in telemonitoring.
• Support Customer Go-Lives as Technical Lead and Point of Contact.
  
  

Microsoft IT Security & Systems Management

One-time Responsibilities

• Review and update all Microsoft IT Security policies and settings (password expiry, MFA, etc.) to best practices.
• Review and update Exchange (email) security policies.
• Determine and manage Microsoft 365 licensing (Standard vs. Premium) to optimize IT security.
• Ensure all computers have up-to-date Windows updates.
• Eliminate shared accounts/passwords and remediate vulnerabilities.
• Review and update Azure security policies.
• Configure SharePoint archiving and storage management.
  
  

Ongoing Responsibilities (Quarterly/Monthly/As Needed)

• Audit security logs for suspicious activity.
• Review user lists, access permissions, and mailing lists.
• Maintain and update IT security policies as required.
• Manage logins, Teams, groups, and collaboration settings.
• Oversee ongoing Microsoft license management and upgrades.
  
  

IT Security of Other Applications & Infrastructure

• Review and update security settings for key applications
• Review and update security policies for networking equipment.
• Engage IT specialists (internal or 3rd party) for one-time and recurring audits.
  
  

Security Training & Awareness

• Facilitate regular training for employees on phishing, password security, and IT best practices.
• Identify and manage third-party training vendors for staff awareness programs.
  
  

Computer Management & Asset Tracking

• Delegate computer purchasing and lifecycle management.
• Evaluate and implement asset tracking solutions.
• Hire or contract IT specialists for periodic computer and endpoint security management.
  
  

IT Security Management System & Compliance

• Establish and enforce corporate IT security policies and procedures.
• Perform regular internal IT audits.
• Drive compliance initiatives for ISO 27001 and SOC 2 certifications.
• Adapt and implement IT security procedures in coordination with Security policies and procedures
• Assign clear ownership for audits, compliance, and certification activities.
  
  

Qualifications

• 5+ years in technical operations, systems support, or IT/networking roles.
• 2+ years in a team lead or manager-level position.
• Solid understanding of networking fundamentals (TCP/IP, VLANs, firewalls, VPNs, DHCP).
• Strong knowledge of Microsoft 365, Azure, and Windows IT security policies.
• Familiarity with video conferencing systems, remote monitoring technologies, and low-latency video/audio streaming.
• Experience with system monitoring tools (e.g., Grafana, Prometheus, or similar).
• Strong incident management, escalation, and troubleshooting skills.
• Excellent communication and documentation abilities.
• Background in healthcare IT or mission-critical systems is highly preferred.
• Availability to participate in on-call rotation or coordinate 24/7 support.
  
  

Bonus Qualifications

• Certifications: CCNA, CompTIA Network+ or similar.
• Experience working with hospitals or health authority IT departments.
• Familiarity with biomedical equipment integration or HL7 protocols.
• Knowledge of cybersecurity principles applicable to healthcare environments.
  
  

Why Join Us

• Impact: Work on meaningful projects that directly improve patient outcomes and healthcare delivery.
• Growth Opportunity: Lead critical operations in a fast-growing healthcare technology company.
• Innovative Environment: Be part of a cutting-edge team transforming remote patient care.
• Collaborative Culture: Join a team passionate about making healthcare more accessible and efficient.
  
  

How to Apply

Please submit your resume and a brief cover letter detailing your relevant experience and why you are interested in this position to [HIDDEN TEXT] titled Manager, Technical Operations - Application.