Specialist, Technical

7 months ago

Toronto, Canada Ontario Health Full time

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.

What Ontario Health offers:
Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:

- Fully paid medical, dental and vision coverage from your first day
- Health care spending account
- Premium defined benefit pension plan
- 3 personal days and 2 float days annually
- Individual contributors start at 3 weeks’ vacation with 4 weeks at 2 yrs.
- Career development opportunities
- A collaborative values-based team culture
- A wellness programs
- A hybrid working model
- Participation in

Communities of Inclusion

Want to make a difference in your career? Consider this opportunity.

The Specialist, IT Operations Technical will aid in the continued evolution of the infrastructure hardware and software ensuring supportability, scalability, robustness, and performance within Ontario Health’s state of the art infrastructure. The incumbent will act as a member of the team across varied technologies providing software and hardware life cycle management. This role is responsible for providing 7 x 24 operational support in a highly available, critical, and secure environment. This position interacts with stakeholders and technical teams to maintain a mission critical infrastructure.

Here is what you will be doing:

- Works with peers to ensure delivery of project and service level objectives.
- Provides alternative solutions to solve technical and some business problems.
- Responsible for service quality for their contributions for assigned work.
- Works with internal stakeholders to understand business needs across OH and their impact to specific products/portfolios.
- Provide feedback to peers and leaders on any process improvement opportunities.
- Participates with the team in any change activities.
- Works with a medium level of autonomy based on direction from a lead and/or management. Follows set objectives and supports scenarios and proactively actioning and resolving issues with mínimal supervision.
- Makes decisions that have limited/moderate impact where errors could impact patient care.

Here is what you will need to be successful:
Education and Experience
- College diploma program or recognized equivalent.
- 3 - 5 years of experience in product/service/technology/health care domain(s). Previous Tier 1 (or higher) experience is required.
- Knowledge of service management, control, and architecture frameworks such as ITIL.
- Knowledge of administration tools such as O365 suite.
- Strong knowledge of workflow tools such as BMC Remedy or other case management and ticketing systems. Experience with server administration.
- Knowledge of scheduled maintenance and deployment/release/patching activities. ITIL certification V3 / V4 Foundation preferred.
- Good understanding of tools and techniques for managing changes, incidents, and problems (BMC Remedy or another similar tool).
- Knowledge and understanding of service Roadmaps.
- General knowledge of any or all of the disciplines such as: (1) Data Centre technologies, including co-location, facilities and green operations; (2) Hosting, including monitoring solutions, compute, storage and backup, network, resiliency/recoverability, information assurance (e.g. archiving), security, common services (e.g. DNS), enterprise management, virtualization, cloud; and, (3) Corporate technologies, including Active Directory, desktop/virtual desktop, mobile, social, enterprise mail, information assurance (e.g. archiving), enterprise architecture principles and management.
- Strong knowledge of system administration, user provisioning and access management required.
- Knowledge of Ontario Health IT systems to ensure product dependencies are identified and managed.
- Knowledge of disciplines such as Business practices, Applications, Information, Infrastructure, Privacy and/or Security.
- Strong knowledge of organizational processes and business models.

Knowledge and Skills
- Communications skills, both orally and in writing, to liaise with end users in a professional, customer service-centric manner; communicate with internal business stakeholders and technical staff alike to resolve technical issues.
- Ability to conduct technical troubleshooting/triage using a variety of tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, network and operational) problems.
- Ability to monitor system indicators to ensure they don't reach a critical level resulting in outages to determine proper operations threshold

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