TOC Operations Specialist

1 week ago

Charlottetown, Prince Edward Island, Canada Onbcanada Full time

About Onbcanada

Onbcanada is a leading provider of technology, security, and compliance services. With a global footprint and a team of experts, we strive to serve, secure, and empower organizations through people and technology.

Job Summary

We are seeking a highly skilled TOC Operations Specialist to join our Technical Operations Centre within our Managed Services department. This role will require working in a 24/7 environment, including nights, weekends, and holidays. Each of the shifts will be 12 hours. This position takes place in a supportive team environment with many opportunities to learn and grow.

Key Responsibilities

  • Monitoring and Incident Management
    • Continuously monitor IT infrastructure, network systems, and applications for anomalies and performance issues using various monitoring tools.
    • Analyze and triage incoming alerts to identify and assess the severity of incidents.
    • Initiate and manage incident response processes, including escalation to specialized teams when necessary.
    • Document and track incidents, including actions taken and resolution details.
  • Troubleshooting and Support
    • Perform initial diagnostics and troubleshooting of technical issues related to hardware, software, and network components.
    • Provide timely and effective support to end-users and internal teams to resolve technical problems.
    • Coordinate with other technical support teams, vendors, and service providers to address and resolve complex issues.
  • System Performance and Optimization
    • Regularly review and analyze system performance metrics to identify potential improvements and optimize system performance.
    • Implement and monitor performance tuning and maintenance activities to ensure optimal operation of IT systems.
  • Documentation and Reporting
    • Maintain comprehensive and accurate documentation of system configurations, incident reports, and troubleshooting procedures.
    • Generate and analyze reports on system performance, incidents, and resolution times to identify trends and areas for improvement.
  • Collaboration and Communication
    • Act as a liaison between different technical teams, management, and end-users to facilitate effective communication and collaboration.
    • Provide clear and concise updates on incident status and resolution progress to team members during shift change as well as periodic updates to the team lead.
  • Compliance and Security
    • Adhere to organizational policies, procedures, and best practices related to IT operations and security.
    • Ensure compliance with relevant regulations and standards in all operational activities.
    • Participate in post-incident reviews and contribute to the development of preventive measures and process improvements.
    • Stay current with emerging technologies, industry trends, and best practices to enhance TOC operations.
  • Training and Development
    • Assist in training new team members and providing guidance on TOC processes and tools.
    • Continuously enhance your technical skills and knowledge through professional development opportunities.

Requirements

  • A post-secondary education in Information Technology or another relevant field is required.
  • 1-3 years of experience is required.
  • Experience working for a Managed Service Provider (MSP) is an asset.
  • Familiarity with ITIL processes is an asset.
  • Ability to troubleshoot complex issues in a systematic and efficient way.
  • Ability to work effectively both independently and as part of a team.

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