IT Operations Analyst

Highbrow LLC; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading technology company is looking for an experienced IT support specialist to manage Google Cloud projects and ensure high-performance operations. The successful candidate will oversee incident management, support cloud infrastructure, and drive customer satisfaction through effective incident and change management strategies.

Qualifications

• 5+ years in IT support, especially for Google Cloud projects.
• Strong understanding of incident, change, and problem management.
• Expertise in operating systems and networking technologies.

Responsibilities

• Manage Level 2 support for Cloud Infrastructure across environments.
• Oversee complex incident management and service requests.
• Ensure continuous improvement in customer service satisfaction.

Skills

Google Cloud

GKE workloads

Windows

RedHat Linux

CI / CD

DevOps

Agile

Local Area Networks

Wide Area Networks

Incident Management

Change Management

Problem Management

Tools

GitHub

Jenkins

Job description

• Provide planning, communication, and reporting of day-to-day ticket metrics and longer-term tactical objectives.
• Level 2 support of Client business line Cloud Infrastructure including PaaS / IaaS / Containers across all production and test environments.
• Manage non-standard / complex P1, P2 (Major Incidents), P3, and P4 incidents and service requests.
• Ensure customer service satisfaction and enable continuous improvements.
• Oversee higher complexity operational and preventive maintenance tasks.
• Manage complex remedial and unscheduled urgent changes.

Skills and Experience Required :

Required :

• 5+ years of experience in information technology supporting Google Cloud projects.
• Strong to Expert knowledge of supporting GCP including GKE workloads.
• Knowledge of OS technologies (Windows, RedHat Linux).
• Familiar with CI / CD tools such as GitHub, Jenkins, etc.
• DevOps and Agile understanding.
• Working knowledge of Local Area Networks (LAN) and Wide Area Networks (WAN).
• Must have a solid understanding of Incident, Change, and Problem Management methodologies as well as solid experience in a large, high-performance production environment.