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Technical Operations Center Analyst

3 months ago

Halifax, Nova Scotia, Canada Bulletproof Solutions Full time
About Us:
Bulletproof Solutions, a GLI company, is a leading provider of technology, security, and compliance services. With a presence in multiple countries and a commitment to excellence, we have been recognized for our contributions to the security sector, including prestigious awards for our innovative solutions.

Our Vision:
At Bulletproof Solutions, we strive to empower organizations through advanced technology and dedicated service. We believe in the fundamental right of every individual to feel secure and supported in their endeavors.

What We Offer:
  1. Engaging Challenges: We tackle complex issues head-on, encouraging our team members to share their insights and take initiative in problem-solving.
  2. Collaborative Environment: Our culture is built on openness and respect, where every team member is valued and contributes to our collective success.
  3. Global Reach: As part of a diverse international team, our work has a meaningful impact on our clients and communities worldwide.
  4. Commitment to Diversity: We embrace our differences and actively promote equality and inclusion within our workforce.
Position Overview:
We are looking for a TOC Analyst to join our Technical Operations Centre within the Managed Services division. This role involves working in a dynamic 24/7 environment, including night shifts and weekends. The position offers a supportive team atmosphere with ample opportunities for professional growth.

Key Responsibilities:
  1. Monitoring and Incident Management:
    Continuously observe IT infrastructure and applications for irregularities, analyze alerts, and manage incident response protocols.
  2. Troubleshooting and Support:
    Conduct initial diagnostics for technical issues, provide support to users, and collaborate with technical teams to resolve complex challenges.
  3. System Performance Optimization:
    Review performance metrics regularly to identify enhancements and implement maintenance activities for optimal system operation.
  4. Documentation and Reporting:
    Maintain accurate records of system configurations and incidents, and generate reports to identify trends and improvement areas.
  5. Collaboration:
    Facilitate communication between technical teams and management, providing updates on incident statuses and resolutions.
  6. Compliance and Security:
    Adhere to best practices and organizational policies regarding IT operations and ensure compliance with relevant regulations.
  7. Continuous Improvement:
    Engage in post-incident reviews and contribute to the development of preventive measures and process enhancements.
  8. Training and Development:
    Assist in onboarding new team members and enhance your technical skills through ongoing professional development.
Qualifications:
  1. A degree in Information Technology or a related field is required.
  2. 1-3 years of relevant experience is preferred.
  3. Experience with Managed Service Providers (MSPs) is advantageous.
  4. Familiarity with ITIL processes is a plus.
  5. Strong analytical and troubleshooting skills.
  6. Ability to work independently and collaboratively.
  7. Excellent customer service abilities.
Benefits:
  1. Comprehensive Health, Dental, and Vision Insurance
  2. 100% Employer Paid Health and Dental Plan
  3. Vacation Time
  4. RRSP Savings Plan with matching contributions
  5. Annual Discretionary Bonus
  6. Educational Assistance Program
  7. Additional Mental Health Benefits
Equal Opportunity Statement:
Bulletproof Solutions is dedicated to fostering a diverse workplace and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.