Windows Server Support Analyst

1 month ago

Edmonton, Canada Atco Ltd. Full time

Always there. Anywhere. That’s us A team committed to delivering inspired solutions for a better world. We care for our communities and each other, and we are committed to showing up for those who need us. We value and encourage diversity, and we have the courage to do the right thing, even when it is hard. This is the ATCO way

This position, in the Business Technology group of ATCO’s Technology organization, is responsible for strategic planning, technology progression, and oversight of service providers’ delivery and support of ATCO’s Windows Server environment. This role will create and maintain a technical roadmap for ATCO’s overall Windows Server environment, initiate and oversee technology projects over time in alignment to the technical roadmap, and ensure proactive and responsive support is maintained for the environment including associated subsystems such as network and storage, and in alignment to ATCO security standards and policies. The role requires in-depth knowledge of the Windows Server platform as well as proven problem solving and communication skills and the ability to work collaboratively with the service provider including server support, network support, storage support and security and disaster recovery teams. This role will require interaction with and oversight of multiple service providers and supplier partners.

What You Get To Do:

- Ongoing evaluation of ATCO’s current state Windows server technology including delivery, management and support technologies against evolving industry technology and best practices.
- Working with business support resources and business units, maintain awareness of current and long-term business requirements for Windows Server technology and support.
- Leveraging awareness of industry best-of-breed technology, ATCO current state, and business requirements, develop a multi-year roadmap for the progression of Windows Server technology and maintain this strategic plan with annual updates.
- Develop multi-year execution roadmaps in collaboration with ATCO’s business support teams, solution architecture resources, senior Infrastructure Management resources and supplier partners; produce annual Windows Server technology plans including project roadmap and budget.
- Working with ATCO and service provider project resources, initiate and oversee execution of projects required to achieve the objectives of the annual technology plan.
- Stay current on industry trends, process improvement methodologies, and Windows Server best practices.
- Oversee service provider backup and recovery processes ensuring alignment to Disaster Recovery RTOs and RPOs.
- Provide communications artifacts describing long-term strategies and annual execution plans, communicate strategic and tactical plans within the ATCO Technology organization and across ATCO. Guide stakeholders in understanding industry changes and impact of those changes on the business and technology in ATCO.
- Develop and maintain relationships with service provider(s), suppliers, ATCO Technology stakeholders and business stakeholders and establish productive communication channels.
- Oversee service providers’ day-to-day execution of delivery and support ensuring alignment to the contracted services.
- Participate in Incident Management as required to assist with diagnosis and remediation of Windows Server related issues.
- Review and approve Root Cause Analyses and remediation approaches as part of Problem Management for Windows Servers.
- Work with ATCO Service Management team and ensure Windows Server management complies with ATCO ITIL standards and processes.
- Work with service providers and the ATCO Service Management team to maintain up-to-date catalog of Windows Server related services.
- Maintain awareness of business experience and satisfaction with delivery and support escalating to service providers and ATCO’s IT Service Management and Vendor Management teams as required.
- Follow up escalations to successful conclusion.
- Work with service providers to introduce delivery and support service changes as required by business stakeholders or as enabled by evolving technology.
- Review service and customer satisfaction reports as provided by service providers. Verify service levels are met, escalate as required when service levels are not met.
- Develop and maintain relationships with ATCO and service provider Disaster Recovery planning and exercise/execution teams.
- Make recommendations as required for changes to backup and recovery approach and design to align to business requirements, best practices, and available tools and techniques.
- Review Disaster Recovery Exercise reports for accuracy and opportunities for improvement as required.

Who You Are:

- A bachelor's degree or technical diploma in Information Technology. ITIL, MCSE certification is preferred.
- 10+ years of Windows Server support. Ability to effectively collaborate with diverse IT delivery teams including network,

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