Operations Analyst
3 days ago
**Job Title**
Operations Analyst
**Vacancy No**
VN7571
**Company Name**
Compugen Inc
**Work Location**
Richmond Hill, ON
**Base Pay Range**
To be discussed during the recruitment process
**Job Details**
**About Compugen**: Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.
Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people - they are the connection that truly makes the magic happen
**Our Culture**: We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.
If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.
**Position Overview**:
***Reporting to the NOC Operations Manager, this highly organized, detail-oriented individual will be responsible for providing exceptional technical support to Compugen Managed Service Customers with prime focus on Infrastructure related issues. This individual will perform regular shifts on a rotational schedule, 7x24x365, monitor and resolve IT infrastructure elements in a timely manner. The NOC Operations Analyst will be joining a highly technical, Customer focused team that provides excellent responsive and knowledgeable support to Compugen MS Customers. The timely and professional response provided by Operations Analysts contributes to a positive Customer Experience and towards Compugen’s growth.**
***Key Responsibilities**:
- This position is primarily responsible for monitoring system alerts, incident management, problem management and user escalations/tickets via monitoring and ticketing tools.
- Primary responsibility is to support Compugen Customer by handling issues in their Infrastructure environment using logic monitor and Science Logic as monitoring tool.
- Analyze service requests, incidents and problems, identify risks, provide recommendations, and implement solutions within company defined SLAs.
- Document procedures to assist the NOC in better supporting the client and create Knowledge Articles by defining all steps with clear directions so that NOC team can follow best practices.
- Escalate P1/P2 issues to appropriate teams in case of critical alerts/outages. Follow escalation process by engaging IMs, DMs and Customer for speedy resolution using Everbridge.
- Should be flexible to work on rotational shift Mon-Sun to cover 24x7x365 shifts.
- Monitor and manage the ticket mailbox queue for the team to ensure work is delegated properly and tickets are closed in a timely manner.
- Enforce and follow Compugen ITSM policies, procedures, and best practices.
***Skills & Qualifications**:
- Computer Science degree/Engineering degree or equivalent in real-world experience.
- Clear Understanding of Windows Server 2003, 2008, 2012, VMware, Hyper-V is required.
- Familiarity and working knowledge of monitoring tools such as ScienceLogic or Logic Monitor.
- Working knowledge of ITSM tools such as Cherwell, ServiceNow, Remedy.
- Knowledge of Cloud technology, Azure environment, Systems security, and Cyber Security.
- Certifications requirement includes CCNA, ITIL, AZ-900, AZ-104.
- Ability to multitask and work under pressure in an environment of change.
- Excellent written and verbal communication skills.
- Excellent customer service skills and a strong ability to diffuse tense customer situations and project a positive, confident outlook.
- Proficiency required in MS Word, PowerPoint, Excel, OneNote & Visio.
- Understanding of ITIL practices.
- Organization skills and a strong attention to detail.
- Self-motivated and resourceful with good interpersonal skills.
- Bilingual French is preferred
- Ability to work in varying daytime, afternoon and night rotational shifts, Monday to Friday and weekends including statutory holidays. Applicable after 1 month of training period.
- Frequently assigned to changing priorities.
- Access to a vehicle and ability to drive.
**What Compugen Offers You**:
- Exciting, fast-paced challenging work environment
- A culture where authenticity and diversity are valued
- Professional development
- Participation in Women in Technology Network
- Opportunities to give back to our local communities
- Collaborative supportive team members
- Remote work/hybrid work options
- Work/life flexibility
**Equity Statement**: At Compugen, we're committed to diversity, equity and inclusion, actively recruiting from all groups. We provide accommodation upon request to all applicants during the recr
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