Systems Administrator/Operations Support Specialist - Intermedia

Systems Administrator/Operations Support Specialist - Intermediate

Systems 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' 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' 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