Senior IT Operations Analyst - Hybrid

Aurora Cannabis Inc.; Toronto; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior IT Operations Analyst to ensure seamless service desk and infrastructure operations. This hybrid role requires expertise in troubleshooting and optimizing IT systems, managing servers, and supporting cloud environments. You'll be responsible for analyzing service desk trends, developing policies, and providing user training to enhance proficiency. If you thrive in a dynamic environment and are passionate about IT operations, this position offers an exciting opportunity to make a significant impact while working with a diverse team committed to continuous improvement and innovation.

Qualifications

• 3+ years experience in IT Operations with a focus on service desk and infrastructure support.
• Degree in Information Technology or equivalent work experience.

Responsibilities

• Manage, monitor, and troubleshoot IT infrastructure components.
• Act as the escalation point for service desk issues.

Skills

Troubleshooting

IT Systems Optimization

Service Desk Management

User Training

Networking Concepts

Problem-Solving

Education

Degree in Information Technology

Tools

Windows Server

Azure

AWS

ServiceNow

PowerShell

Python

Commvault

Rubrik

Nutanix

VMware

Job description

Division: IT
Job location: Ontario
Hours: 40 hours per week, Monday to Friday

Employment type: Full-time hybrid permanent employment

Job Summary

The Senior IT Operations Analyst will report directly to the Manager, IT Operations and be responsible for ensuring the seamless operation between service desk management and infrastructure support. This is a hybrid position (two days onsite) which requires a highly skilled individual with expertise in troubleshooting, maintaining, and optimizing IT systems and infrastructure.

As the Senior IT Operations Analyst you will…

• Act as the escalation point for medium to complex service desk issues, ensuring timely resolution and minimal disruption to business operations.
• Manage, monitor, and troubleshoot servers, storage systems, and other critical IT infrastructure components.
• Perform system updates, patches, and hardware/software upgrades to ensure optimal performance and security compliance.
• Monitor service desk tickets to ensure accurate tracking, prioritization, and resolution of incidents and requests.
• Analyze recurring issues to identify trends and implement long-term solutions to improve user experience.
• Support operational duties in global sites as needed.
• Develop, document, and maintain service desk policies, procedures, and best practices.
• Monitor and report on key performance indicators (KPIs) for service desk operations, driving continuous improvement initiatives.
• Provide user training and create documentation to improve end-user proficiency with IT systems and tools.
• Support cloud environments (e.g., Azure, AWS) and hybrid infrastructure setups.
• Maintain backup and disaster recovery systems, ensuring data integrity and rapid recovery in the event of an incident.
• Collaborate with infrastructure architects to implement and refine system configurations, ensuring scalability and reliability.
• Conduct regular capacity and performance assessments to ensure infrastructure meets current and future business needs.

You would be the best fit for this role if you have…

• Degree in Information Technology and/or equivalent work experience.
• 3+ years of experience in IT Operations, with a focus on service desk and infrastructure support.
• Proficiency in managing and troubleshooting Windows server environments.
• Strong knowledge of networking concepts, including LAN/WAN, VPN, and firewall configurations.
• 3+ years of experience with HCI technologies such as Nutanix or VMware.
• 3+ years of experience with cloud platforms (e.g., Azure, AWS) and hybrid environments.
• Experience with scripting or automation tools (PowerShell, Python etc.).
• Experience with Enterprise backup solutions (Commvault, Rubrik etc.).
• Proficiency with ITSM tools such as ServiceNow.

Bonus points if you have…

• Certifications such as ITIL, AZ-104 (Azure Administrator), SOA-C02 (AWS SysOps Administrator).
• Excellent troubleshooting and problem-solving skills.
• Strong organizational abilities to manage competing priorities.
• Exceptional communication skills, with the ability to explain technical concepts to non-technical audiences.
• Proactive mindset with a focus on continuous improvement.

Next steps
Apply today by submitting your resume through our website. You can expect your application to be reviewed by our Talent Acquisition Team and we will contact you if we see a fit via email.

Think you’re the ideal candidate but you don’t meet all the requirements? Apply anyways. We would love to review your application to see if you’re the right fit or find you an alternative opportunity.

Diversity and inclusion
At Aurora, we are proud to foster and celebrate a diverse community of professionals! We take pride in nurturing an inclusive culture that empowers our people to be their authentic selves, celebrate their differences and love where they work.