Information Technology Support Specialist

SPECTRAFORCE; Montreal (administrative region); On-site; CAD 41,000 - 69,000; Full time

Job summary

SPECTRAFORCE in Montreal, QC is seeking a Technical Specialist for IT Production Support / Application & Infrastructure Operations on a 12-month, on-site contract. You will monitor services, restore functionality, manage incidents, deploy changes, and coordinate with third-party providers during incidents.

The ideal candidate has 2–4 years of IT or business experience, a bilingual proficiency in French and English, and strong analytical, collaborative, and problem-solving skills.

Qualifications

• Typically 2–4 years of work experience in IT or business environment.
• Understanding of IT operating processes for monitoring, logging, and alerting.
• Knowledge of operations practice and technology gained through training and/or work experience.
• Strong collaboration, analytical and problem-solving skills.

Responsibilities

• Monitor and restore service to run mission-critical systems 7/24.
• Provide Help/Service Desk support and incident management.
• Deploy changes to production; coordinate with third-party providers during incidents.
• Analyze performance and identify operational improvements.
• Develop knowledge assets and promote best practices.

Skills

IT operations

Analytical thinking

Collaboration

Incident management

Education

B.S./B.A. in computer science, engineering, information systems, math or business

Job description

Job Title: Technical Specialist (IT Production Support / Application & Infrastructure Operations)

Line of Business: Technology and operations

Location: Montreal, QC (completely on site)

Duration: 12 months contract with possible extension/conversion

Must be Bilingual, French and English.

Job Description:

Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements. Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident. Provides immediate response to production program or system problems. Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications. Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides.

• Works with development teams to build solutions that use enterprise monitoring/logging, are “self-healing”, and require minimal to zero maintenance.
• Possesses strong technical and/or business functional knowledge of systems, timing and dependencies.
• Conducts independent analysis and assessment to resolve strategic issues.
• Monitors and tracks performance, and addresses any issues.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Leads/Conducts incident recovery and detailed root case analysis.
• Deploys manual code to production environment.
• Facilitates or completes analysis, design and configuration of viable solutions to highly complex technology problems that would improve data center and support activities.
• Provides end to end technology support including computer, applications, network and storage, and root-cause analysis etc.
• Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.
• Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.
• Supports deployment activities, managing implementation issues to resolution.
• Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.
• Monitors technical infrastructure, applications and/or business transactions through automated systems and instrumentation across the environment.
• Provides inbound call assistance to end-users for application, technical, and IMACD needs leveraging the knowledge base and/or run books available.
• Collaborates and engages with the appropriate areas across the bank.
• Develops or helps to develop the knowledge assets required for the operation.
• Promotes adherence to standards and industry best practices.
• Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas.
• Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.
• Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.
• Focus is primarily on business/group within client; may have broader, enterprise-wide focus.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Typically 2-4 years of work experience in IT or business environment and/or B.S./B.A. in computer science, engineering, information systems, math or business.
• Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.
• Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
• Technical and/or business functional knowledge of systems, tools, timing, and dependencies.
• Technical proficiency gained through education and/or business experience.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.