Operations Analyst - Regina, Canada - Saskatchewan Government Insurance

Saskatchewan Government Insurance

Verified Company

Regina, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Do you value integrity and innovation? How about passion and caring? Great Us too, and that's why you'll fit right in.

Our intentional culture promotes trust and participation, encouraging you to bring your heart and mind to work every day.

Operational Analyst

Location:

This role is eligible for hybrid - this means you'll have the flexibility of working from home and in the office (Regina Head Office), on a scheduled rotation once probation requirements have been met.

Until then, the successful incumbent will be expected to work on-site, full-time.

Work hours: 3 days a week, 12-hour days on rotation 7:00 am - 7:00 pm and 7:00 pm - 7:00 am

Term: 6 months

Division:
Digital and Information Services

In scope

Closes March 1, 2024

GENERAL ACCOUNTABILITY

KEY ACCOUNTABILITIES

Note: This section is not intended to be an exhaustive list of duties and responsibilities other duties and responsibilities may be assigned._

Operations- Monitors the infrastructure/cloud fabric: the interconnected system of hardware, storage, and networks that support and maintain the cloud fabric.- Ensures optimal health and performance of on-premise systems, cloud fabric, and fabric management.- Plans for facility and hardware failures and maintenance.- Executes queries within Azure Monitor or other monitoring tools to resolve technical issues.- Executes runbooks for all triggered alerts and potential and actual service disruption events.- Monitors networks and systems for security breaches using software that detects intrusions and abnormal system behavior and contains security issues through the execution of predefined runbooks.- Assesses technical security risks in terms of impact to systems and service confidentiality, integrity, and availability.- Identifies and reports/escalates/resolves incidents, including security incidents, as quickly as possible.- Conducts accurate and timely investigation of issues to ensure service level agreements (SLAs) are met.- Owns the major incident process to ensure incidents are communicated effectively and resolved efficiently.- Ensures the change management process is followed in the resolution of incident and problem tickets.- Analyzes incidents and problems to proactively prevent the occurrence of further incidents/problems.- Leads the investigation of problems via root cause analysis (RCA), proactive trend analysis, and monitoring.- Identifies and analyzes incident trends and preventative action items for the future.- Updates processes based on RCA action items.- Ensures reactive and proactive management of IT problems and known errors.- Ensures that the right resources are available to investigate, identify, and resolve the root cause of a problem. Owns the known error database for problems and ensures its maintenance.- Provides visibility into upcoming approved change requests.- Provides CAB approval for expedited IT change requests, per the IT Change Management policy.- Audits changes in the environment and follows up to ensure processes are followed or changes to the process are required.

Interactions- Provides reports of detected events to business owners and executives.- Generates trend analysis for problem management. Investigates all alerts, events, and incidents.- Monitors systems for events, alerts, and abnormal behaviour.- Escalates to next level teams as required, per runbook.- Leverages incident trends to identify systemic issues to be resolved via problem management process.- Identifies common failures to impacted teams (e.g., component failure, code failure, team failure, service failure).- Logs root cause information in the known error database.- Logs workaround/resolution for known errors/root cause.

High Performance Team & Culture- Supports a culture of leadership and accountability to effectively meet the key accountabilities within the scope of the role.- Displays leadership by committing to a culture of continuous learning/development of self and supports others by actively sharing knowledge, providing guidance, mentoring, training, and supporting developmental opportunities.- Demonstrates that the Health, Safety and Emergency Management Policy is applied in area of responsibility for self and others.

TECHNICAL KNOWLEDGE & SKILLS- Knowledge of modern IT monitoring systems, tools, and related procedures.- Knowledge of problem management methodology and related tools.- Skill in the operation, monitoring, and logical problem-solving in the operation of the organization's computer networks and systems.- Knowledge of methods, procedures, policy, and guidelines for all IT departments, and how their networks and systems support the delivery of IT services to SGI.

EDUCATION & CERTIFICATIONS- Two-year diploma from an accredited post-secondary education institution in a relevant field of study, such as Information Technology, or defined equivalency.

EXPERIENCE years' experience in service desk, desktop, or a related IT field.

Pay Range:
$57,