Command Center Technician

Job ID : 7097

Working Business Language : English

This role requires you to be physically on-site in a Wawanesa office at all times.

The Wawanesa Mutual Insurance Company, founded in 1896, is one of Canada's largest mutual insurers, with over $4 billion in annual revenue and assets of $12 billion.

Wawanesa Mutual, with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon;

Wawanesa Life, which provides life insurance products and services throughout Canada; and Western Financial Group, which distributes personal and business insurance across Canada.

Wawanesa proudly serves more than two million members in Canada and the United States. Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy.

Learn more at wawanesa.com.

We are currently looking fordedicated, driven, and enthusiasticindividuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

Job Overview

Reporting to the Supervisor, Technical Services - Command Center, this role contributes to Wawanesa's success by providing technical support for Wawanesa's IS Infrastructure (Enterprise Server, Network & Security), Cloud, and Application environment.

Monitoring events and alerts from various enterprise monitoring tools reporting into ServiceNow (Event Management) and responding in a pro-active manner, aiming to maintain superior production uptime.

The Command Center (Network Operations Center) is strategic to Wawanesa's Information System's Service Management mandate of ensuring service operation, availability, and reliability.

The team also performs essential technical services for various internal partners which include support for cloud infrastructure and application services.

Job Responsibilities

• Monitor and provide technical support to maintain, fix, and administer Wawanesa's IS network & computing infrastructure (including cloud infrastructure) and related equipment according to standard operating procedures, ensuring system operation, availability, performance and reliability;
• Proactively react to events, alerts and errors as required;
• Perform troubleshooting steps - A proactive approach to resolve incidents before becoming business-impacting;
• Respond to support calls and restore system service;
• Maintain production documentation and performance reporting of systems and events to ensure those events are tracked / monitored / escalated.
• Assist with providing information, and the resolution to priority Incidents.
• Provide after hour Service Desk phone coverage.
• Perform other duties as assigned.
• Communicate and provide timely customer service to internal and external partners.

Qualifications

• Completion of certification in Network+ from CompTIA and / or Cisco Certified Network Associate (CCNA) OR post-secondary education in an Information technology program.
• Fundamental knowledge & experience of cloud technology; AWS certification would be an asset.
• Good work ethic and organizational skills, with exceptional attention to detail and accuracy;
• A proven team player with excellent communications, interpersonal and customer service skills;
• Ability to multi-task and work under pressure with strict deadlines;
• Must be willing to work a rotating schedule, # hour shifts to ensure 24 / 7 coverage;
• Previous experience in a NOC or Operations environment would be an asset.
• Previous experience with Cronacle scheduling tool, considered an asset.
• Previous experience with ServiceNow Event Management, considered an asset.
• Ability to take initiative, work independently, and effectively manage competing priorities.
• Ability to build and maintain high credibility with all business partners.
• Ability to communicate in a clear, concise, and persuasive manner to all levels of audience.

Wawanesa is proud to be one of Manitoba's Top Employers for 2023 recognizing that we are an exceptional place to work!

Wawanesa provides its employees with a respectful , challenging and rewarding environment where they can maximize their potential while contributing to the company's goals.

Our full-time permanent employees are provided with highly competitive compensation packages (salaries, generous vacation allowance, leave top up, annual bonus plan, premium free benefits and a pension plan).

Wawanesa provides a stable environment for its employees in today's challenging markets.

Wawanesa is an equal opportunity employer and is committed to fostering a diverse workforce that is equitable and inclusive for all.

Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual's protected status : race / ethnicity, colour, religion, creed, sex or gender, sexual orientation, gender identity or expression, family or marital status, pregnancy / childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status.

Accommodations are available upon request throughout all aspects of the selection process. Candidates requiring accommodations may contact, in confidence, [email protected].