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