Systems Administrator/Operations Support Specialist

3 weeks ago

Toronto, Canada CB Canada Full time
Systems Administrator/Operations Support Specialist - Intermediate

Systems Administrator/Operations Support Specialist

On behalf of our client in the Government Services Sector, PROCOM is looking for a Systems Administrator/Operations Support Specialist.

Systems Administrator/Operations Support Specialist – Job Description

  • Operational Support – Queue Management

  • Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets

  • Operational Support - Incident and Service Request Management

  • Review submitted incident tickets to ensure completeness of information

  • Provide basic triage and assign Tier 3 specialists as required

  • Monitor tickets to ensure compliance with service level targets

  • Provide support in closing/resolving tickets where required

  • Provide reports on current status of assigned tickets

  • Provide historical reports on volume, performance, trends, etc.

  • Operational Support - Service Request Fulfillment

  • Complete standard service requests in support of SUS clients such as:

  • Password administration

  • Account administration (add/delete/modify)

  • Access to tools such as monitoring, automated deployment, log analysis, etc.

  • Operational Support – Change Management

  • Review assessment tasks on new CRQs to ensure compliance with SUS standards

  • Assign tasks to support specialists as required

  • Monitor tasks to ensure alignment with CRQ deadlines and change management processes

  • Provide support in closing tasks where required

  • Provide reports on current status of assigned tasks

  • Provide reports on scheduled CRQs impacting SUS

  • Provide historical reports on volume, performance, trends, etc.

  • Operational Support - Configuration Management

  • Provide support in managing SUS components in CI inventory

  • Update CI components and relationships

  • Prepare and schedule regular reports on CI inventory

  • This position will support all operational work related to hosting client applications in the shared hosting environment of the Shared Utility Service (SUS)

  • They will perform roles such as operations support and queue manager, service request fulfillment lead and configuration management.

  • The Middleware Administrator Analyst has expertise in Middleware services and technology such as application hosting services, WebSphere, infrastructure configuration, network services and cloud services

  • This position will provide support for the larger SUS team in hosting and supporting 200+ Java applications.

  • Operational tasks including incident intake and triage, service request fulfillment, change request assessment and implementation, and general reporting and data analysis

Systems Administrator/Operations Support Specialist – Mandatory Skills

  • 2+ years' experience in ITIL Service Management

  • Incident – Basic triage and assessment with assignment to Tier three

  • Queue management – Assignment of tickets

  • Change management – Creation and management of Change Requests

  • Configuration management – Management of component inventory

  • 2+ years' experience in Operational Support

  • Familiarity with WebSphere, Oracle 19c, Kubernetes, Ansible

  • Experience with Enterprise Data Analysis / visualization tools like Power BI

  • Experience with middleware application suite such as but not limited to:

  • IBM WebSphere Application Server/NDM/Liberty

  • IBM DataPower

  • Deployment Automation

  • Middleware Monitoring tools e.g., ITCAM

  • Cloud technology including Kubernetes/Ansible

  • Experience with ITIL Incident Management process

  • Experience with ITIL Change Management process

  • Experience with Remedy/eSMT or other service management tools

  • Experience with reporting tools and data visualization e.g., PowerBI

  • Demonstrate strong communication and problem-solving skills

  • Experience with standard MS office suite

  • Demonstrate initiative and responsiveness

  • General Project Coordination and Communication - 30%

  • Experience with coordinating and leading initiatives with both technical and business stakeholders

  • Excellent verbal communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language

  • Excellent analytical and problem-solving abilities

  • Experience with planning and implementation of changes

  • Experience with developing project scope documents and project plans

  • Experience creating and maintaining documentation for operational procedures

  • Experience with using Microsoft Office and other tools to automate processes, analyze data and create reports or data visualization

  • Service Management - 30%

  • Experience with ITIL best practices for IT Service Management including:

  • Change Management

  • Incident Management

  • Problem Management

  • Configuration Management

  • Experience with Remedy/eSMT or other service management tools in an IT support environment

  • 2+ years of hands-on experience managing incidents, problems and service request through the lifecycle. Including documenting, tracking and monitoring to ensure timely resolution in line with SLAs

  • Experience with reviewing data and producing analyses, reports, and data visualizations

  • Middleware Support - 35%

  • Experience with handling fluctuating workloads, conflicting priorities and concurrent activities in an IT support environment

  • 2+ years of hands-on technical working experience with the systems administration of Oracle Solaris (Sun Solaris) and Red Hat Enterprise Linux (RHEL).

  • 2+ years of hands-on technical working experience with IBM WebSphere/Liberty/NDM

  • 2+ years of hands-on technical working experience in supporting application/web servers

  • Understanding of DevOps and CI/CD concepts and tools e.g., Jenkins/Ansible, etc.

  • Experience with Axway Secure Transport or similar FTP/SFTP system

  • Development experience or exposure to DataPower platform is an asset

  • Development experience with Informatica, IBM MQ, IBM ACE is an asset

  • General exposure to cloud-based computing solutions and concepts

  • General exposure to network topologies (firewalls, load balancers, DNS)

  • Public Sector Experience - 5%

  • Experience working within the BPS or other government would be preferred

Systems Administrator/Operations Support Specialist - Assignment Start Date

ASAP – 6 months to start

Systems Administrator/Operations Support Specialist - Assignment Location

Toronto, ON – Work Onsite

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