Tier 2 Support - Jobs in Ontario

Job Description

Want to make a difference in your career Consider this opportunity!The Tier 2 - Technical Operation Center will be involved in a number of technical areas associated with eHealth Data Centers including but not limited to Tier 2 - Monitoring, Virtualization, Wintel Server Support , Red Hat Support, Sun Solaris Support, Storage Systems, Networking and technical troubleshooting in the Production, Pre-Production, Test and Development Regions.This position functions as part of the 24x7x365 Technical Operation Support teams within the Infrastructure Services group and is responsible for administration of the applications and infrastructure services within eHealth Ontarios Data Centres. The incumbent will perform monitoring, daily maintenance, administration, system support, incident resolution, problem determination as well as operating system and hardware support, incident, service request and problem resolution, and participate in the deployment of system changes. This position interacts with the client, other technical teams, Service Desk, Operations Centre and vendors on a daily basis to maintain a responsive and highly available infrastructure for the applications.Here is what you will be doing:Specific Accountabilities:

• Technical Troubleshooting/Triage using a variety of tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, network and operational) problems.
• Monitor applications, hardware, systems and networking.
• Monitor system indicators to ensure they dont reach a critical level resulting in outages to determine proper operations thresholds and appropriate level of escalation.
• Participate in deployments, hardware and software upgrades and patching on a regular basis.
• Systems Software Infrastructure-Knowledge of the existing and planned software technology and the regional and local software architecture and infrastructure components.
• Experience and / or working knowledge of systems management disciplines and operation tools (automation, scheduling, monitoring, problem, change, configuration management.
• Customer Service Management- maintain an understanding of the systems and applications and display a commitment to providing excellent service to internal and external customers.
• Managing Multiple Priorities- manage multiple concurrent activities. Show effective judgment in prioritizing activities and time allocation.
• Participate in deployments, hardware and software upgrades and patching on a regular basis.
• Actively manage incidents to ensure compliance against measurable service within documented tolerances and service levels.
• Maintain documentation and knowledge of the system software Infrastructure and core application systems.
• Share knowledge and expertise with internal and external team members
• Cooperate across team and division boundaries when requested to resolve incidents.
• Analyze and investigate potential problems as described in incident management tickets to determine root cause, take the necessary resolution action or escalate as necessary.
• Analyze and ensure information provided in Request for Change tickets is clear prior to execution, submitting only when the details of actions are clearly documented.
• Investigate and review alerts, which could be generic and caused by several factors and perform in-depth analysis to determine the root cause in order to resolve the problems.
• Troubleshoot technical problems in the absence of documented procedures and document resolution steps.
• Assess the impact of errors/problems based on timing and situation to determine the most appropriate decision and course of action.
• Provide leadership and guidance when working on production resolution calls.
• Wintel Server & Unix/RedHat administration, troubleshooting

Here is what you will need to be successful:Education and Experience:

• Working towards A University / College diploma / degree in Computer Science, Engineering or related discipline or equivalent
• Experience in technical support and systems monitoring of a complex technical infrastructure as well as working with multiple technical support teams
• 2-3 years of demonstrated success in a similar role

Technical Knowledge & Skills Experience:

• Intermediate level technical knowledge and experience in the supported technologies: Wintel, Linux, UNIX, and Cisco technologies.
• Operations systems: Windows 2003/2008, RedHat, Sun Solaris in a virtualized environment and IBM Web sphere Data power administration.
• Experience using tools and techniques for managing changes, incidents and problems (BMC Remedy or other similar tool).
• Experience with VMWare vSphere 4.X and 5.X.
• Experience with a Unix OS or Linux OS.
• Experience with OS patching utilities & tools and application deployments.
• Experience working with Storage Technologies
• Experience supporting the services in a 7 x 24x365 high availability environment
• Experience leveraging problem solving approaches, tools and techniques
• Experience with MS Visio, Excel and Word
• Knowledge of Network Terminology and Technology
• Knowledge of Oracle Identity Management, Oracle Access Management, IBM Web sphere Portal and Oracle Portal Server
• Knowledge of the major tasks, deliverables, formal methodologies and disciplines for operational readiness
• Knowledge of approaches, tools and techniques for working with individuals and groups in a constructive and collaborative manner
• Proficient technical and non-technical written and oral communication skills
• Excellent general oral and written communications - the ability to express oneself and communicate with staff, peers, management and executives
• Ability to work to aggressive and critical timelines
• Problem solving approaches, tools and techniques
• Time management and organizational skills
• ITIL certification V2 or V3 Foundation preferred

As part of the initial recruitment screening process, Applicants must confirm that they are Fully Vaccinated against COVID-19. If Applicants are not Fully Vaccinated, they will be asked to identify any accommodation needs pursuant to a protected ground under the Code. If no such accommodation is identified, the Applicant will not be eligible to proceed through the recruitment process.Number of Positions: 2Employment Type: 5 Months Contract and Full Time – PermanentLocation: Ontario (currently virtual; subject to change)Job Posting Close Date:November 28, 2021Quick Apply

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