Operations Support Specialist 6137-17

2 weeks ago

Toronto, Ontario, Canada Foilcon Full time

Responsibilities:

Technical Expertise & Guidance:

  • Monitor system dashboards and action system alerts for CCIM environments as per operational run books
  • Review logs and other monitoring activities for personal computers as per the logging and monitoring policy
  • Prioritize regularly scheduled service activities along with urgent, often unscheduled support requests with a high level of responsiveness
  • Provide afterhours and oncall support and implementation as required
  • Liaison between users and other team members including Database Administrators (DBA's), System Administrators, Network Administrators and Privacy and Security Specialists
  • Manage defined IT processes for projects and recommend improvements as per ISO 27001 standard and CCIM security and privacy guidance
  • Provide desktop technical support to clients through the ticketing system
  • Provide IT troubleshooting support, and implement testing where necessary
  • Ensure that desktop support deliverables are completed on time, are of high quality, and satisfy clients
  • Manage and maintain network connections
  • Create and maintain user accounts
  • Perform backup and recovery of data and file servers
  • Perform system build and setup of ITSM tools, such as FootPrints, for Change Management, Incident Management and Problem Management, based on requirements
  • Design, configure and customize ITSM tools, such as FootPrints based on business requirements
  • Perform export and migration of existing FootPrints data
  • Perform systems analysis and configuration for new hardware, including security hardening, software configuration and deployment
  • Provide support for hardware and software set up

Ensure technical environments, implementations are tested for quality assurance:

  • Participates in walkthroughs of functional and technical specifications, business and system requirements
  • Identifies problems indicated through the testing, the level of risk, priority and, if necessary, escalates unresolved issues to the project team and creates a trouble ticket
  • Experience with testing technologies such as: Windows Servers, SQL Servers (Including SQL Clusters), Citrix XenApp and Netscaler (Including Load Balancing), Network Infrastructure, MS Exchange Server/Office 365, Laptop Images, Cisco VOIP Systems (Including Call Centre infrastructure), Web Portals (WordPress), Postman, Jmeter, Test Rail, and WinSCP
  • Knowledge and experience with various testing tools, functional and nonfunctional types of testing, testing methodologies, and knowledge of the latest testing technologies
  • Knowledge of project management methodology, roles and accountabilities
  • Participates in the setup and establishment of the test environment, setup/maintain, and administer Virtual Machines
  • Perform QA production validations outside of regular business hours and on weekends when required
  • Assist the development/technology team with reproducing defects under investigation; and
  • Contribution, collection and organization of knowledge capital
  • Building of knowledge bases and collaboration tools
  • Project process automation and operational automation
  • Development and improvement of QA processes in collaboration with other team members
  • Ensure that testing meets security requirements, as per industry best practices, Ministry Security, Privacy and Risk Management guidelines and ISO 27001 standards implemented by LTCCASB.

Lead technology troubleshooting activities:

  • Oversee the operations quality assurance testing processes
  • Provide root cause analysis for infrastructure issues and incidents; Manage and escalate issues in a timely, appropriate and effective manner, and provide clear analysis of options regarding how to proceed with problem resolution.

Ensure Incident, Problem and Change Management processes are followed and include activities such as:

  • Provide testing to replicate issues or determine root cause analysis for infrastructure issues and incidents
  • Manage and escalate issues in a timely, appropriate and effective manner, and provide clear analysis of options regarding how to proceed
  • Lead/support the creation of change impact assessments for proposed systems changes
  • Lead/support operations issue escalation and resolution, and risk and technical change control processes
  • Track and facilitate detailed status reporting and issue resolution; log and control all change requests.
  • Ensure all Security, Privacy, Project Management and ITIL operational processes are adhered to:
  • Follow industry best practices, processes and policies that are required to maintain and support privacy and security requirements
  • Ensure that all testing follows security requirements, both physically and at the system level, as per ISO 27001 and Security, Privacy and Risk Management guidelines

Ensure continuous support of testing documentation:

  • Support creation, review and testing of build books, run books, deployment guides and other operations processes as req

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