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Technical Operations Center Analyst
2 months ago
We are seeking a highly skilled TOC Analyst 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:
1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. Continuous Improvement:
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.
8. 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. Strong customer service skills.
Benefits:
Comprehensive Health, Dental, and Vision Insurance. Optional Health. 100% Employer Paid Health and Dental Plan. Vacation Time. RRSP Savings Plan with 100% match up to 3% of your salary. Annual Discretionary Bonus. Anniversary Reward Bonus. Educational Assistance Program. Additional Mental Health Benefits through our Employee Assistance Program. Voluntary Pet, Accident, and Critical Event Insurances.
Equal Opportunity Statement:
Bulletproof Solutions is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Bulletproof Solutions is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
