Site Health Monitoring Analyst

7 days ago

Toronto, Ontario, Canada Huntel Global Full time $60,000 - $80,000 per year

Title:
Site Health Monitoring Analyst

Location:
Toronto, ON, Canada (Hybrid)

Type:
Long Term Contract

Introduction:

Join a rock-solid organization as our client's next Site Health Monitoring Analyst and sit at the center of projects that drives decisions. You'll help one of Canada's most trusted organizations work on the latest project, and be rewarded with great opportunities.

Responsibilities:

  1. 24/7 Incident Monitoring and Response

  2. Provide round-the-clock Level 1 (L1) support to detect, acknowledge, and respond to all website issues.

  3. Classify and assign priority to incidents based on impact and urgency.

  4. Initiate and manage real-time communication bridges for high-priority issues until full resolution is achieved.

  5. Escalate incidents to the appropriate internal teams, external vendors, or partner resources for swift resolution.

  6. Maintain open communication with stakeholders throughout the incident lifecycle.

  7. Communication & Documentation

  8. Draft and distribute timely incident communications to stakeholders, business users, and leadership.

  9. Request Root Cause Analysis (RCA) from resolving teams/vendors and document findings.

  10. Maintain an updated Standard Operating Procedures (SOPs) library and Known Error Database (KEDB) for recurring issues and resolutions.

  11. Monitoring & Observability

  12. Proactively monitor website health through dashboards, system alerts, and automated monitoring tools.

  13. Continuously evaluate monitoring coverage and identify gaps in observability.

  14. Partner with engineering to implement new monitoring and alerting features for improved detection.

  15. Monitor and respond to issues raised via communication channels such as Slack, Microsoft Teams, and email.

  16. Reporting & Analysis

  17. Prepare weekly and monthly status reports summarizing incidents, resolution times, and platform health.

  18. Perform trend analysis on recurring priority incidents to identify root causes and prevent future disruptions.

  19. Share insights with product, engineering, and operations teams to support continuous improvement.

  20. Business Operations Support

  21. In addition to incident management, the team supports critical operational activities that directly impact customers and internal stakeholders:

  22. Returns & Refunds Reconciliation: Validate and troubleshoot discrepancies between customer returns, refunds, and finance systems.

  23. Shipment Reconciliation: Ensure alignment between order shipments, carrier data, and backend systems.

  24. Order Flow Management: Monitor and resolve data flow issues between Shopify, Order Management Systems (OMS), and finance platforms.

  25. Customer Support Enablement: Assist call center and finance teams with escalations related to order, refund, or payment issues.

  26. Bug Prioritization Support: Collaborate with development teams to prioritize defect fixes that have high customer impact.

  27. BOPIS Store Operations: Manage the closing and opening of Buy Online Pick Up In-Store (BOPIS) features on the website for specific store locations.

About Huntel Global:

Huntel Global is the specialized IT division of Drake International. Our mission is to connect talented IT professionals with organizations seeking the perfect fit for Contract, Temporary and Permanent opportunities.

Huntel Global is an equal opportunity employer and champions accessibility, inclusivity, and diversity in the workplace. We are committed to providing accommodations for applicants with disabilities throughout the recruitment process. If you require accommodation, please contact your Branch Representative at dlna-

Apply now—we look forward to meeting you

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