Specialist, Technology Operations

Borden Ladner Gervais LLP (BLG), a leading, innovative and client-focused law firm in Canada, is seeking a Specialist, Technology Operations.
Purpose of the Role

The Technology Operations Specialist supports the Firm’s initiatives through the delivery of services, tracking KPIs, managing vendor relationship and maintaining the required level of confidentiality, integrity and availability of our systems.

Key Responsibilities
- Support and monitor of the Exchange Online and Office 365 services including OneDrive, Team and other related services
- Manage other third party mail integration platforms such as Rightfax, Cisco services and any other integrated APIs
- Maintain the high availability services of the messaging environment to the Firm’s expectation
- Install, configure and maintain messaging and related software in production and non
- production environment to meet the requirements of projects and other initiatives
- Document and maintain final system configurations and installation procedures for all related environments to maintain system and configuration currency
- Performs regular technology currency updates, maintenance fixes, vendor supplied patches and other maintenance activities based on established procedures and standards required to support the IT infrastructure
- Assist in the analysis and resolution of customer or project issues and inquiries
- Provide troubleshooting on hardware/software/network problems
- Work interactively with Help Desk and User Support team members to expedite the resolution messaging and mobile related issues.
- Respond to Help Desk tickets as appropriate (e.g. 2nd level support)
- Manage and execute daily service and support tickets as assigned
- Perform operating system patches and software upgrades, and routine platform configurations
- Obtain and maintain business relationships with key vendors to support the IT Infrastructure
- Proactively research and maintain knowledge of a range of products and processes within the supported environments and the industry
- Continuously improve the delivery and support of the services in scope
- Support the related ISO 27001 messaging and mobile platform requirements
- Participate in 24x7 on-call rotation when required
- Create and distribute management reports, KPIs and KRI as required
- Maintain consistent, quality documentation to meet ongoing operations and business continuity requirements.

Leadership
- Manage or act as a technical resource for infrastructure related tasks, for security related tasks, for projects and to assist with solving complex issues as requested
- Develop and maintain a positive team culture among team members and peers
- Plans daily work routine to ensure that the team and Firm’s objectives and met
- Ensure proper escalations processes are followed for operations and projects
- Provide recommendations on process and technology changes to benefit the Business Practices and the IT departments
- Recommend technical solutions to meet current and future business needs
- Support infrastructure upgrades and implementations related to relevant infrastructure
- Provide technical guidance and training to IT Support and Help Desk on related services
- Develop future strategies for Exchange online and Office 365 products and services
- Collaborate with the training team to evaluate and drive adoption of new capabilities for Exchange online, Office 365 and related tools, services and systems
- Support the Firm’s strategic plans

Key Competencies
- Degree in Computer Science, Engineering or equivalent
- A minimum of 3 years relevant work
- Enterprise certifications such as:

- Microsoft Certified Technology Specialist (MCTS) + Exchange/Exchange Online and Office 365
- Enterprise Mobility Management Certificate (such as InTune)
- Significant Experience managing Exchange in a hybrid environment (Exchange on premise, Exchange online /Office 365)
- Experience migrating to Office 365 and implementing/operating a hybrid environment.
- Experience with the following technologies: SharePoint, SharePoint Online, Azure, Azure Active Directory, Mimecast
- Complete knowledge of mail flow and its related component across Microsoft Exchange and Exchange online
- Excellent PowerShell and scripting skills to manage a hybrid Exchange environment
- Experience with mail archiving integrated tools
- Experience managing Enterprise Backup (cloud and on premise) in a messaging environment using tools such as CommVault Enterprise Backup
- Strong skills managing RightFax
- Experience with a broad scope of infrastructure, technology, tools, processes and procedures, as well as broader IT and relevant business issues
- Ability to work with other technologists on complex, highly visible and diverse infrastructure projects or issues.
- Experience in building and managing infrastructures and platforms that support systems/solutions which are highly secure, highly available and high performing
- Experience working in an ORION Solar