IT Operations Analyst

**ThinkOn Inc: Where Data Thrives**

**This is a remote position.**

**Purpose of Role**:
The **IT Operations Analyst** plays a critical infrastructure support role as part of the Site Reliability Team by contributing to the ongoing support of systems, controls, and monitoring, including responding to the internal IT requests, alerts, and incidents. This role will be responsible for coordinating the resolution for internal incidents and ensure that security controls are compliance are in place. The IT Operations Analyst must be capable of coordinating a team of internal and external staff, coordinating projects, and will be a recognized expert in ThinkOn products, services, and practices.

**Primary Responsibilities**:

- Proactively monitor systems for availability, capacity, and performance
- Provide request management, triage, and escalation processes for all infrastructure alerts
- Add, remove, and adjust systems and thresholds to our monitoring systems
- Coordinate hardware maintenance, replacement, and new hardware installation in our data centres
- Asset Management - manage and ensure the integrity of the CMDB (Configuration Management Database)
- Capacity Management - collect, report, and coordinate capacity meetings and actions
- License Report - collect, validate, and report license usage
- Access control - manage the user creation, deletion, and changes along with access validation
- Participate in the patch management process for servers, systems, and software
- Manage, execute, and monitor enterprise system backups including coordinating secure off-site storage
- Participate in the IT Business Continuity and Disaster Recovery plan
- Control physical access to the Data Centres (Visitors and Escorting) relating to systems maintenance
- Ensure the integrity and security of enterprise data on host computers, multiple databases, and ensuring data transfer in accordance with business needs and industry best practices regarding privacy, security, and regulatory compliance
- Create and update Incident Reports after critical issues
- Document problems for recurring issues and coordination actions to fix the root cause with the engineering team
- Coordinate Change Advisory Board meetings, approval, and documentation
- Regularly review access management to key systems to ensure that systems are security and audit requirements are met
- Recommend any changes/access adjustments to management; includes workshops, identifying and addressing gaps or workarounds
- Light project coordination and assisting with project documentation
- Control stock of tapes, issue requests to procure new tapes, and coordinate tape rotation
Operate the Antivirus Solution and ensure all laptops are updated

**Required Experience and Certifications**

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- Experience with Service Desk and Incident Management systems/ticketing systems
- Experience with or education in project coordination and management
- Experience with or education in information technology concepts, specifically in virtualization, IT infrastructure, and Disaster Recovery
- Experience with ITIL and PMO framework
- Experience in a Call Centre or Service Centre environment and operations
- CompTIA A+ Certification
- ITIL Certification

**Required Skills & Abilities**
- Strong written and oral communication skills with the ability to effectively communicate with all parties involved in the conversations and project handoff conversations
- Able to maintain a high work ethic
- Able to think outside the box and be innovate and resourceful; able to discern key aspects of a problem and address them at an early stage
- Excellent analytical and problem-solving skills
- Able to effectively manage time and work with multiple or changing priorities