Senior System Support Analyst

IBM; Vancouver; On-site; CAD 110,000 - 150,000; Full time

Job summary

IBM Consulting in Vancouver is seeking an Infrastructure Specialist to advise Client IT on infrastructure, security, and risk management. The role focuses on high-quality support, SLA adherence, and regulatory compliance while enabling resilient, scalable platform engineering services.

You will analyze incidents, provision and deploy infrastructure, conduct risk assessments, and drive strategies to minimize outages, ensuring business continuity in demanding environments.

Qualifications

• Proven experience managing and supporting large-scale infrastructure products with high-quality technical support.

Responsibilities

• Analyze and resolve infrastructure incidents, identify root causes and verify resolutions.
• Provision, deploy, configure, and migrate infrastructure products to meet client needs.
• Conduct business impact analyses and risk assessments to mitigate vulnerabilities.
• Manage and support infrastructure products while ensuring SLAs and process compliance.
• Develop strategies to minimize outages and enhance IT resilience and business continuity.

Skills

Infrastructure management

Risk assessment

Security & compliance

Incident analysis & resolution

IT service continuity

Education

Master's Degree

Tools

AWS

Azure

ITIL

Job description

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

As an Infrastructure Specialist in Platform Engineering Services, you will act as a trusted advisor to Client IT, providing expertise in infrastructure, security, and risk management. Your primary focus will be on ensuring high-quality technical support, meeting Service Level Agreements (SLAs) and adhering to process compliance.

Your Primary Responsibilities Will Include

• Analyze and Resolve Incidents: Analyze and resolve infrastructure-related incidents, minimizing downtime and ensuring prompt restoration of services. This involves identifying root causes, implementing fixes, and verifying resolution.
• Provision and Deploy Infrastructure: Provision, deploy, configure, and migrate infrastructure products to meet client needs, ensuring seamless integration and minimal disruption.
• Conduct Risk Assessments: Conduct business impact analyses and risk assessments to identify potential vulnerabilities, developing strategies to mitigate risks and enhance overall IT resilience.
• Manage and Support Infrastructure: Manage and support infrastructure products, ensuring they meet client requirements and adhere to SLAs, while maintaining process compliance.
• Enhance IT Resilience: Develop and implement strategies to minimize the likelihood of significant service outages or disasters, enhancing overall IT resilience and ensuring business continuity.

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• Deep Expertise in Infrastructure Management: Proven experience in managing and supporting large-scale infrastructure products, ensuring high-quality technical support, and meeting Service Level Agreements (SLAs).
• Experience with Risk Assessment and Mitigation: Demonstrated ability to conduct business impact analyses and risk assessments, identifying potential vulnerabilities, and developing strategies to mitigate risks and enhance overall IT resilience.
• Advanced Knowledge of Security and Compliance: In-depth understanding of security and risk management principles, with experience in ensuring process compliance and adhering to regulatory requirements.
• Proficiency in Incident Analysis and Resolution: Skilled in analyzing and resolving complex infrastructure-related incidents, with a strong focus on minimizing downtime and ensuring prompt restoration of services.
• Experience with IT Service Continuity Planning: Proven experience in developing and implementing strategies to minimize the likelihood of significant service outages or disasters, ensuring business continuity and enhancing overall IT resilience.

Preferred Technical And Professional Experience

• Advanced Security Certifications: Holding industry-recognized security certifications, such as CISSP or CISM, would be beneficial in demonstrating expertise in security and risk management principles.
• ITIL Framework Knowledge: Familiarity with the ITIL framework would be advantageous in ensuring process compliance and adhering to regulatory requirements.
• Cloud Infrastructure Experience: Experience working with cloud infrastructure products, such as AWS or Azure, would be valuable in provisioning, deploying, and managing infrastructure products.