Job Description

Title : Intermediate Systems Administrator/Operations Support Specialist (2-3 Days Onsite/Hybrid)
Location: Toronto, ON , Canada
Duration : Contract

Operational Support \xe2\x80\x93 Queue Management
\xc2\xb7 Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets

Operational Support - Incident Management
\xc2\xb7 Review submitted incident tickets to ensure completeness of information
\xc2\xb7 Provide basic triage and assign to Tier 3 specialists as required
\xc2\xb7 Monitor tickets to ensure compliance with service level targets
\xc2\xb7 Provide support in closing/resolving tickets where required
\xc2\xb7 Provide reports on current status of assigned tickets
\xc2\xb7 Provide historical reports on volume, performance, trends, etc

Operational Support - Service Request Fulfillment
\xc2\xb7 Complete standard service requests in support of SUS clients such as:
o Password administration
o Account administration (add/delete/modify)
o Access to tools such as monitoring, automated deployment, log analysis, etc.

Roles and Responsibilities

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 event monitoring lead.

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.

Skillset:

\xc2\xb7 Experience with middleware application suite such as but not limited to:
o IBM WebSphere Application Server/NDM/Liberty
o IBM DataPower
o Deployment Automation
o Middleware Monitoring tools e.g. ITCAM
o Cloud technology including Kubernetes/Ansible
\xc2\xb7 Experience with ITIL Incident Management process
\xc2\xb7 Experience with Remedy/eSMT or other service management tools
\xc2\xb7 Demonstrate strong communication and problem solving skills
\xc2\xb7 Experience with standard MS office suite
\xc2\xb7 Demonstrate initiative and responsiveness
Skills
Experience and Skill Set Requirements
General Coordination and Communication

• Experience with coordinating 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 creating and maintaining documentation for operational procedures

Service Management

• Experience with ITIL best practices for IT Service Management including:

o Change Management
o Incident Management
o Problem Management
o 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 - 55%

• Experience with handling fluctuating workloads, conflicting priorities and concurrent activities in an IT support environment
• 2+ years working experience with Oracle Solaris (Sun Solaris) and/or Red Hat Enterprise Linux (RHEL).
• 2+ years working experience with IBM WebSphere/Liberty/NDM
• 2+ years technical working experience in supporting application/web servers
• 2+ years working experience with DevOps and CI/CD concepts and tools e.g. Jenkins/Ansible, etc.
• Experience with Managed File Transfer systems or FTP/SFTP system is an asset
• Experience with using tools to automate processes
• 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 OPS, BPS or other government would be preferred

MUST
2+ IBM Wesphere
2+ years working experience with DevOps and CI/CD concepts and tools e.g. Jenkins/Ansible, etc.
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

NICE
Solaris and Redhat
Configuration management
Experience with using tools to automate processes
General exposure to cloud based computing solutions

NR Consulting