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
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