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Scarborough Village

    Information Technology Operations Analyst - Scarborough, Canada - Robertson & Company Ltd.

    Robertson & Company Ltd.
    Robertson & Company Ltd. Scarborough, Canada

    3 weeks ago

    Default job background
    Banking / Loans
    Description

    Title: IT Operations Analyst

    Duration: 1 year

    Extension possible: yes

    Conversion Possible: yes

    Schedule: shift work – Day shift and Night shift

    • Need someone who is flexible throughout the week.
    • Shift timings- 2 shifts (7am-7pm ET) & (7pm-7am ET).
    • 150 hours per month, may have two 12 hour shifts one week and four 12 hour shifts next week – schedules are fixed

    Department Overview

    Operations Support Group (Network Operations) is a 7/24 Service Availability (Dual Site Coverage) department responsible for providing frontline support of network environment. The primary focus of the team is reacting to any/all anomalies that are presented through a variety of monitoring tools for the Bank's mission critical network. We are looking for self-motivated and focused individuals who enjoy a fast-paced environment requiring attention to detail.

    Job Description/Accountabilities:

    An IT Operations Analyst within Network Operations Support Group is responsible for providing senior level support of the 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.

    Accountabilities will include, but not limited to, following:


    • 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 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.

    Other Qualifications / Skills / Experience:

    The successful candidate must possess the following:


    • 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

    Specific Educational Requirements / Accreditations


    • Technology Degree/Diploma or equivalent work experience.


    • CCNA certified with minimum of 5 years work experience in Network Operations/Production environment, or


    • CCNP certified with minimum of 3 years work experience in Network Operations/Production environment.


    • CCDP and ITIL certifications are a definite asset to this position.

    How will the performance be measured: KPI's, categorization of tickets, complexity of tickets etc.

    SUMMARY OF DAY-TO-DAY RESPONSIBILITIES:

    we are purely Network Ops Level 1/1.5 team and we deal with less complex to semi-complex issues and also look into complex issues and try to resolve them. so this is Tier 1 level support role and please make sure candidates are aware of the following and fine with them:

    Must Have:

    1.) CCNP (R&S) Cert (CCNP certified with minimum 3 years of troubleshooting experience OR CCNA certified with min 5 years of troubleshooting experience)

    2.) Routing and switching experience

    3.) Troubleshooting experience/Break fixes

    Network analyst experience

    Nice to have:

    Cisco Viptela SDWAN/Aruba SDWAN

    Cisco ACI

    Palo Alto firewalls

    F5 load balancers

    VMware NSX

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