IT Operations Analyst IV

Robertson & Company Ltd.; Barrie; On-site; CAD 60,000 - 80,000; Full time

Job summary

A top financial institution in Barrie, ON seeks an IT Operations Analyst to manage shift deliverables and ensure technical support. Ideal candidates should have a CCNA certification and extensive experience in network operations. The role requires excellent communication skills and the ability to work in a fast-paced environment, with a pay rate starting at $32 per hour.

Qualifications

• CCNA certified with 5 years of experience in Network Operations.
• Self-motivated and highly organized.
• Strong understanding of TCP/IP and network environments.

Responsibilities

• Ensure work deliverables are managed efficiently during shifts.
• Provide strong technical support to NOC processes.
• Engage in high priority incidents and provide support.

Skills

CCNA certification

Network Operations experience

Communication skills

Automation experience

Team player

Education

Technology Degree/Diploma

Tools

Cisco routers/switches

Palo Alto Firewalls

F5 Load balancers

VMware NSX

Job description

Overview

Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.

Introduction

Robertson is seeking a skilled IT Operations Analyst to join our client.

Contract

Contract Period: 12 months with potential to extend or convert

Pay Rate: Starting from $32 per hour

Location: Barrie, ON

Location Type: Onsite

Rotation Schedule: 7 days a week/24 hours a day, i.e. 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

Job Responsibilities

• 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.

Experience & Qualification Requirements

• 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
• 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 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, Infoblox, ExtraHop, ThousandEyes
• Sound second level problem determination and problem source identification skills with regards to the various network technologies utilized globally

ALL CANDIDATES MUST COMPLETE A CRIMINAL AND CREDIT CHECK AS PART OF THE APPLICATION PROCESS

How to Apply

If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Robertson & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply.

Robertson & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Robertson is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment.