Managed Services Administrator - Jobs in Toronto, ON

Job Description

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.Because we believe connections unite us, possibilities fuel us, and moments define us.As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently.As part of the Managed Infrastructure as a Service (IaaS) team the Systems Administrator is an intermediate role responsible for the onboarding of new managed services, as well as support, changes and ongoing maintenance to existing managed services provided by this team.Activities and Projects are mainly performed through remote management, via telephone, web conferencing, on site within our Data Centre Facilities, with an occasional requirement for onsite work at client premise. As part of the Managed IaaS Team, you will hold an accountability to manage and maintain customer environments who subscribe to various managed services, as well as provide elevated technical support, training and coaching to the underlying support and service desk teams who provide Tier I and II support to the Managed Services portfolio.You will also participate in varying information security operations programs, which could include aspects such as, but not limited too; access control processes, risk reviews, security operations audits, and more.What you will be doing:

• Ensure client satisfaction levels are maintained and SOI (Service Order Interval) agreements are met
• Ensure customer environment uptime is maintained through proactive management and maintenance of the customer environment
• Provide professional and timely response to communication requests (both to customers and internal stakeholders)
• Collaborate with Sales/Product and other platform teams to identify and improve on product and service offerings and internal process gaps
• Support managed services growth by understanding customer needs and requirements and working closely with the sales team to identify or secure opportunities
• Build rapport and a close working relationship with customers, acting as a trusted advisor for the customer during the implementation and proactive management of their Managed Services

Day to Day Activities

• Adhere to all ITIL policies including Incident Management, Change Management, Access Management, Security & Compliance
• Attend planning and strategy calls for delivery and deployment of services
• Support Sales and Solutions Architects to ensure the correct services are being positioned for the customer solution
• Build rapport and a close working relationship with customers, acting as a trusted advisor for the customer during the implementation and support of their Managed Services
• Adhere and meet delivery timelines and service order intervals (SOI)
• Implement, test & turn up new customer services
• Handover new customer deployments to support, and ensure account documentation is in place
• Record, track and document work in Tickets, Work Orders, Time Tracking tools.
• Assist in the resolution of escalated incidents
• Evaluate documented processes and analyze trends for ways to improve new service implementation and change management
• Review customer environments for technical recommendations pertaining to risk/capacity/security/best practices
• Provide technical training/coaching to supporting teams, such as Service Desk, Operations Centre and Customer Care
• Attend customer meetings as required
• Participate in internal projects and work with the Project Management Office on delivery and timelines of internet projects
• Work closely with underlying platforms teams and Data Centre operations to support and deliver customer solutions

What you bring:Technical Requirements

• Ability to manage and support windows servers, including routine patching, server builds, general OS support, Active Directory, remote desktop services, terminal services, performance monitoring/remediation (Disk/Memory/CPU/Network)
• Ability to manage and support Linux (CentOS, RHEL) server, including routine patching, server builds, general OS support, performance monitoring/remediation (Disk/memory/cpu/network)
• Ability to perform and/or participate in server upgrades, migrations, maintenance activities
• Ability to manage and support data backup and recovery solutions (Virtual Server Snapshots, replication, DRaaS, system backups). Ideally with Commvault, Veeam
• Ability to manage and support cloud infrastructure components. (Compute hosts, storage, switching). Ideally with Cisco UCS, NetAPP, Tintri, Nexus, FlexPod
• Ability to manage and support cloud hypervisor. Esxi, vmware, HyperV, Vcenter, Vcloud Director, vRealize
• Working knowledge and experience using integrated management protocols to work on servers. (Remote VPN, ILO, IDRAC, CCIM)
• Working knowledge and understanding of Data Centre Colocation, space/power, facility management, internet transit. As well as Data Centre security policies
• Experience in MS Office suite (Excel, Word, PowerPoint, Power BI, outlook, sharepoint)
• Experience performing hardware maintenance on managed equipment (examples: adding memory, swapping SFP’s, interface cards, other chassis components)
• Expertise in the use of software used to diagnose server networking troubles including, ping, traceroute, IP routing, bottleneck identification
• Expertise in using server mgmt. and diagnostic utilities including PowerShell, rvtools, putty, ssh, Live optics

Education and Experience

• Working experience in a technical customer support environment which included intake of calls/tickets, work logging, critical incident recovery
• Working experience managing and maintaining an infrastructure which hosts a production environment
• Working knowledge of Security Operations controls, including risk and threat assessments, incident response and information security governance
• Working experience interacting and/or escalating with Vendor/partner support teams

Certifications/Education (Required)

• Post Secondary College certificate/diploma or university degree in a computer related field and 5+ year’s equivalent industry experience
• a certification, education or work experience in either Windows Server and/or Redhat linux server administration (example: Microsoft MCP, MCSE, RHCE, RHCSA, linux+, or other)
• a certification, education or work experience related to managing/operating servers in a Cloud environment. (example: AWS, Azure, Vmware, HyperV, or other)
• Certifications (Optional)
• Certification in storage appliance (example: NetApp, Tintri, Dell)
• Certification in data backup/recovery (example: Commvault, Veeam)
• Vendor or hardware Certifications (example: A+, Cisco UCS, Dell EMC, HP)
• Cisco network certifications (example: CCNA, CCIE, CCENT, CCNP)
• Vmware Certifications (Example: Vmware VCTA, VCP, VCAP)
• ITIL foundations or greater

As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19. Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.Please click here to review conditions that may qualify for medical exemption to the COVID-19 vaccine.Schedule: Full timeShift: DayLength of Contract: Not Applicable (Regular Position)Work Location: 550 Cochrane Drive (194), Markham, ONTravel Requirements: Up to 10%Posting Category/Function: Technology & Information TechnologyRequisition ID: 253852Together, well make more possible, and these six shared values guide and define our work:

• Our people are at the heart of our success
• Our customers come first. They inspire everything we do
• We do what’s right, each and every day
• We believe in the power of new ideas
• We work as one team, with one vision
• We give back to our communities and protect our environment

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.Posting Notes: Digital & TechnologyQuick Apply

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