Job Description

Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.
Introduction: Robertson is seeking a skilled IT Operations Analyst (Network) to join our client.
Contract Period: 12 months with potential to extend or convert
Pay Rate: Starting from $35 per hour
Location: Toronto, ON
Location Type: Onsite
Schedule: Shift work - Day shift and Night shift
Rotation Schedule: 7 days a week/24 hours a day) i.e. 2 shifts (7am-7pm ET) & (7pm-7am ET)
Job Responsibilities:

• 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 develop team members, provide effective feedback and recognition when needed.
• 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.
• Other duties as required.

Experience & Qualification Requirements:

• CCNP (R&S) Cert (CCNP certified with minimum 3 years of troubleshooting experience OR CCNA certified with min 5 years of troubleshooting experience)
• Cisco Routing and switching experience
• Troubleshooting experience/Break fixes
• Network analyst experience
• 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, Infoblox, ExtraHop, ThousandEyes
• Sound second level problem determination and problem source identification skills with regards to the various network technologies

****ALL CANDIDATES MUST COMPLETE A CRIMINAL AND CREDIT CHECK AS PART OF THE APPLICATION PROCESS****
***We use AI technology as part of our application review process to assist with screening and assessment. All applications are also reviewed by our recruitment team. ***
How to Apply: If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Robertson & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply.
Robertson & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Robertson is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment. #LI-S1

Skills Required