24/7 Console Operator & Incident Specialist

ISM; Regina; On-site; CAD 55,000 - 75,000; Full time

Job summary

ISM is seeking a Console Operator to manage a computer console, service desk, and peripheral equipment with high competence. The role includes 7x24 system monitoring, incident management, and Tier 1.5 troubleshooting for end users.

Candidates will work rotating shifts, including evenings and weekends, and operate independently during shifts. Responsibilities include managing batch processing, escalation, outage recovery, and ensuring SLAs.

Qualifications

• Experience in console operations or related experience.
• Completion of Grade 12 with scheduled computer operations courses or equivalent.

Responsibilities

• 7x24 monitoring of system/batch processing and recovery actions.
• Report application delays affecting online availability via Incident/Problem Management.
• Answer calls from Support and Customers; open tickets and escalate as needed.
• Manage incidents, major incidents, problems, and changes per SLAs.
• Resolve complex customer complaints via Service Channels using ITIL processes.
• Perform system reboots, audits, and recovery procedures as outlined.

Skills

Rotating shifts

Mainframe operations

ITIL knowledge

Customer communication

Education

Grade 12 + computer operations courses

Job description

ISM is seeking a Console Operator to manage a computer console, service desk, and peripheral equipment with high competence. The role includes 7x24 system monitoring, incident management, and Tier 1.5 troubleshooting for end users.

Candidates will work rotating shifts, including evenings and weekends, and operate independently during shifts. Responsibilities include managing batch processing, escalation, outage recovery, and ensuring SLAs.