Information Technology Operations Analyst

Since its inception, the Group has based its development on a strong culture of entrepreneurship and innovation, and on the support and upskilling of its 7800 employees who are committed every day to promoting the complementarity between digital technologies and complex system engineering.

In Canada, the firm specializes in IT consulting services and engineering. Our teams successfully drive our clients' development strategies.

Around common values, we have gained their trust and address their business challenges by putting their needs at the center of our actions and priorities.

This ecosystem of expertise enables the company to adapt quickly to evolving technologies, and all employees participate collaboratively in their development.

Are you ready to take on a new challenge, give your career a boost, and participate in innovative and stimulating projects?

Join a rapidly growing Group in Canada and worldwide that achieved a turnover of €600 million in 2023. What we will achieve together : An IT Operations Analyst within Network Operations Support Group is responsible for providing senior level support of our network infrastructure.

This includes BRP capabilities, incident management and support of all components associated with these environments. Areas of support include the LAN, MAN, WAN, RLAN, Wireless, Firewall, Load balancer and Optical solutions. Your mission would be :

Manage day to day deliverables during the shift, under the overall direction of the NOC Shift Leader. The primary accountability of this position is to ensure that all work deliverables during the shift are efficiently managed with strong delivery and prompt escalations to the Shift Lead / Manager positions as needed.

Engage other teams or escalate to L2 / L3 teams as necessary. Smooth takeover of work as well as well documented and smooth hand over is part of the accountability.

Provide strong technical support while ensuring that NOC processes and procedures are followed properly by the team that they are the part of.

This includes proper use of automation, following proper remediation procedures, high quality ticket and vendor issue updates, handover documentation, etc.

• Collaborate strongly with the Shift leader to manage the queue, work intake as well as delivery.
• Engage in high priority incidents (P2's) or incident calls and provide support.
• Engage with wider operational teams like EES / OCG and other support areas on an ongoing basis.
• Ensure work being taken over is followed up promptly while providing proper handover to the next shift as well as to the Shift Leader.
• Support the incident, change and problem management processes.
• Manage incident queue and effectively prioritize and triage incidents based on critical devices and shared services.
• Help assess training needs, process gaps and improvement suggestions, automation opportunities and effectively communicate upwards to the Shift leader and Manager as required.
• Assess impact and potential impact / risk and report to the shift leader / Manager very promptly when significant issues occur.
• Escalations with internal teams and 3rd party vendors.
• Manage chronic, repeat and aging incidents with proper internal / external escalations.
• Create MoPs and how-to docs for better support and training of new and junior team members. Also, peer review such documentation created by other team members and provide suggestions for improvement.
• Explore new automation opportunities for any repeated tasks to reduce human touch.
• Report on any challenges with internal processes, gaps, or any challenges with vendors and telcos. Your profile :
• Strong team player, self-motivated, highly organized and able to multi-task in a fast paced, dynamic environment.
• Strong communication skills, both verbal and written, are essential in order to interact with support groups, clients and vendors.
• Experience and a sound understanding of network environments (TCP / IP, Cisco routers / switches, Firewall, Load Balancers, WiFi) including an excellent understanding of telecommunications concepts and Telco connectivity.
• Strong understanding of Switching and Routing - Cisco Catalyst / Nexus Switches, SDWAN (Cisco / Viptela / Aruba Silverpeak), DMVPN.
• Hands-on experience with Cisco ACI, Palo Alto Firewalls, F5 Load balancers, Aruba or Cisco WiFi, VMware NSX is a definite asset for this position.
• Proficient in executing diagnostic techniques with a sound foundation of monitoring tools which include SevOne, VitalQIP, ExtraHop, ThousandEyes.
• Sound second level problem determination and problem source identification skills with regards to the various network technologies utilized within the enterprise globally.

Let's meet! Do you like our common project? Apply here and join our team! Our Advantages

• A tailored CARE policy deployed by our HR teams for our employees.
• Our Diversity Charter.
• Activities among colleagues such as Teambuilding or Happy Hours.
6 days ago