Systems Administrator/Operations Support Specialist - Intermedia - Jobs in Toronto

Job Description

Systems Administrator/Operations Support Specialist - IntermediateSystems Administrator/Operations Support Specialist On behalf of our client in the Government Services Sector, PROCOM is looking for a Systems Administrator/Operations Support Specialist. Systems Administrator/Operations Support Specialist – Job Description

• Operational Support – Queue Management
• Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets
• Operational Support - Incident and Service Request Management
• Review submitted incident tickets to ensure completeness of information
• Provide basic triage and assign Tier 3 specialists as required
• Monitor tickets to ensure compliance with service level targets
• Provide support in closing/resolving tickets where required
• Provide reports on current status of assigned tickets
• Provide historical reports on volume, performance, trends, etc.
• Operational Support - Service Request Fulfillment
• Complete standard service requests in support of SUS clients such as:
• Password administration
• Account administration (add/delete/modify)
• Access to tools such as monitoring, automated deployment, log analysis, etc.
• Operational Support – Change Management
• Review assessment tasks on new CRQs to ensure compliance with SUS standards
• Assign tasks to support specialists as required
• Monitor tasks to ensure alignment with CRQ deadlines and change management processes
• Provide support in closing tasks where required
• Provide reports on current status of assigned tasks
• Provide reports on scheduled CRQs impacting SUS
• Provide historical reports on volume, performance, trends, etc.
• Operational Support - Configuration Management
• Provide support in managing SUS components in CI inventory
• Update CI components and relationships
• Prepare and schedule regular reports on CI inventory
• This position will support all operational work related to hosting client applications in the shared hosting environment of the Shared Utility Service (SUS)
• They will perform roles such as operations support and queue manager, service request fulfillment lead and configuration management.
• The Middleware Administrator Analyst has expertise in Middleware services and technology such as application hosting services, WebSphere, infrastructure configuration, network services and cloud services
• This position will provide support for the larger SUS team in hosting and supporting 200+ Java applications.
• Operational tasks including incident intake and triage, service request fulfillment, change request assessment and implementation, and general reporting and data analysis

Systems Administrator/Operations Support Specialist – Mandatory Skills

• 2+ years #39; experience in ITIL Service Management
• Incident – Basic triage and assessment with assignment to Tier three
• Queue management – Assignment of tickets
• Change management – Creation and management of Change Requests
• Configuration management – Management of component inventory
• 2+ years #39; experience in Operational Support
• Familiarity with WebSphere, Oracle 19c, Kubernetes, Ansible
• Experience with Enterprise Data Analysis / visualization tools like Power BI
• Experience with middleware application suite such as but not limited to:
• IBM WebSphere Application Server/NDM/Liberty
• IBM DataPower
• Deployment Automation
• Middleware Monitoring tools e.g., ITCAM
• Cloud technology including Kubernetes/Ansible
• Experience with ITIL Incident Management process
• Experience with ITIL Change Management process
• Experience with Remedy/eSMT or other service management tools
• Experience with reporting tools and data visualization e.g., PowerBI
• Demonstrate strong communication and problem-solving skills
• Experience with standard MS office suite
• Demonstrate initiative and responsiveness
• General Project Coordination and Communication - 30%
• Experience with coordinating and leading initiatives with both technical and business stakeholders
• Excellent verbal communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language
• Excellent analytical and problem-solving abilities
• Experience with planning and implementation of changes
• Experience with developing project scope documents and project plans
• Experience creating and maintaining documentation for operational procedures
• Experience with using Microsoft Office and other tools to automate processes, analyze data and create reports or data visualization
• Service Management - 30%
• Experience with ITIL best practices for IT Service Management including:
• Change Management
• Incident Management
• Problem Management
• Configuration Management
• Experience with Remedy/eSMT or other service management tools in an IT support environment
• 2+ years of hands-on experience managing incidents, problems and service request through the lifecycle. Including documenting, tracking and monitoring to ensure timely resolution in line with SLAs
• Experience with reviewing data and producing analyses, reports, and data visualizations
• Middleware Support - 35%
• Experience with handling fluctuating workloads, conflicting priorities and concurrent activities in an IT support environment
• 2+ years of hands-on technical working experience with the systems administration of Oracle Solaris (Sun Solaris) and Red Hat Enterprise Linux (RHEL).
• 2+ years of hands-on technical working experience with IBM WebSphere/Liberty/NDM
• 2+ years of hands-on technical working experience in supporting application/web servers
• Understanding of DevOps and CI/CD concepts and tools e.g., Jenkins/Ansible, etc.
• Experience with Axway Secure Transport or similar FTP/SFTP system
• Development experience or exposure to DataPower platform is an asset
• Development experience with Informatica, IBM MQ, IBM ACE is an asset
• General exposure to cloud-based computing solutions and concepts
• General exposure to network topologies (firewalls, load balancers, DNS)
• Public Sector Experience - 5%
• Experience working within the BPS or other government would be preferred

Systems Administrator/Operations Support Specialist - Assignment Start Date ASAP – 6 months to start Systems Administrator/Operations Support Specialist - Assignment Location Toronto, ON – Work Onsite