IT Operations Specialist

Position Summary:
The IT Operations team is a team of highly-valued professionals recognized for both their business focused mindsets and dedication to seamless 24x7 execution of technology systems. They are integral in delivering reliable IT systems and automated business processes.
Each team member effectively combines their functional business knowledge with the use of monitoring tools and triaging/troubleshooting techniques to ensure process and system reliability targets are met and downtime is mínimal. They have the ability to communicate the value of these services effectively, advocate for them with internal and external parties, and ensure that desired outcomes are achieved.
The IT Operations Specialist is passionate about system and process monitoring, and strives to continually improve the ways we safeguard the integrity of our systems and the business processes they support.
Direct Relationships:

- Service Desk Specialists
- Application Support Analysts
- Configuration Management

Position Responsibilities
- Monitor real-time and batch related process execution to ensure processes are completed within established timelines
- Proactively monitor system performance and anticipate operational improvements to ensure smooth and consistent business outcomes
- Participate in manual verification of business processes outcomes where automation opportunities exist while working with the Monitoring team to address gaps
- Provide initial triage, investigation and resolution of incidents. This may include deploying automated code to production, automated recovery scripts and runbook execution
- Ensure all incidents are properly reported, addressed, updated and closed in accordance with predetermined Service Levels, Incident and Problem Management processes
- Coordinate internal 407 IT teams to address systems related issues in an efficient and collaborative manner
- Manage communications with third party support vendors including working with their Service Desks, coordinating technician conference calls and creating, updating and monitoring incident and request records in their IT Service Management tools
- Verify the completeness and integrity of incident updates and solutions provided by third party support partners
- Recommend approaches or changes to streamline operational monitoring to improve coverage and efficiency
- Create and distribute operational reporting to provide operational transparency
- Actively participate in the Change Management process including acting as a single point of contact during implementations, deployment validation and support handover
- Promote a consistent delivery of operational services by demonstrating a commitment to knowledge centered support principles

Profile
- Willing to take a business focused, holistic approach to delivering operations
- A self-starter with the creativity to solve problems independently
- Confident individual with the ability to collaborate with agile delivery and shared services teams
- Ability to build effective relationships with a range of team members, stakeholders, partners, vendors and business users
- Excellent communication skills (written and verbal)
- Displays a sense of ownership and exhibits flexibility, resilience, and resourcefulness

Professional Experience and Education
- 2+ years working experience with ServiceNow or comparable IT Service Management toolsets
- 2+ years working knowledge of App Dynamics, UIM or comparable Operational Monitoring toolsets
- 2+ years working knowledge of both real-time and batch transaction process monitoring and issue response
- 3+ years practical experience with Operations and Monitoring practices
- 2+ years practical experience using batch scheduling tools such as Tivoli Workload Scheduler (TWS)
- 1+ years practical experience with Salesforce
- 1+ years practical experience with SAP
- Experience working in a 24x7 environment with a hybrid support model
- Experience with the incident and problem management lifecycles
- Familiar with operational monitoring technologies and trends
- Familiar with Knowledge Centered Service principles
- Bachelor’s degree in Computer Science, Computer Engineering or equivalent training and experience

**Note**: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.