RQ10203 - Systems Administrator/Operations Support Specialist - Intermediate

Job Description

Job Description

Job Description

Deliverables:

• 24/7/365 Monitoring and Support of
  
• Systems and subsystems to ensure availability as per defined SLAs, by taking prompt and necessary actions or escalating to technical support as needed. These services include critical, essential, time-sensitive, public-facing applications, websites, systems, and subsystems hosted in OPS Guelph data centres.
  
• Incident Management and Escalation
  
• Rapid identification, analysis, and resolution of production issues. Timely escalation to technical support teams, clients, and management to minimize service disruptions.
  
• Operational Coverage for Mission-Critical Systems
  
• Maintain availability and performance of essential public-facing applications and systems hosted in the Guelph Data centre,
  
• Responsible for analysis, investigation, and resolution of production batch processing failures.
  
• Providing operational system updates, upgrades, and patches, and addressing issues encountered during these tasks.
  
• Implementing batch and online system change requests.
  
• Ensuring service level commitments to ITS clients, stakeholders, and broader public sector agencies are met.
  
• Participating in the development and delivery of related training, communications, and procedural documents.
  
• Planning and participating in semi-annual disaster/contingency recovery exercises, including running and testing recovery procedures and plans for all application systems.
  
• Coordinating the collection of data for statistical analysis of production performance results, used to assess workload.
  

Key Responsibilities:

• End-to-end monitoring of OPS services and underlying infrastructure such as mainframe, UNIX, Windows servers, storage, and network devices 24/7/365 to ensure availability as per defined SLAs, by taking prompt, necessary actions or escalating to Tier 2/3 or vendors as needed. These services include critical, essential, time-sensitive, public-facing applications, websites, systems, and subsystems hosted in GDC.
  
• Responding to high-priority requests and incidents. Participating in system recovery and service restoration efforts and meetings.
  
• Providing operational system updates, upgrades, and patches; coordinating activities to address issues encountered during these tasks.
  
• Initiating established recovery and/or escalation procedures.
  
• Implementing change requests for mainframe, midrange, and network platforms.
  
• Ensuring service level commitments to ITS clients, stakeholders, and broader public sector agencies are met.
  
• Participating in the development and delivery of related training, communications, and procedural documentation.
  
• Participating in departmental initiatives such as Shift Left and Agile Monitoring.
  
• Participating in the yearly SysTrust audit.
  
• Participating in the semi-annual disaster recovery exercises.
  

Experience and Skill Set Requirements:

Must Have:

• 5-8+ years of demonstrated experience supporting large zOs mainframe systems.
  
• Service Management Tools such as eSMT, CIT, Remedy and ITIL.
  
• OS365 Suite of products and Power BI
  

Nice to Have -

• ITIL Certifications
  

Skill Set Requirements:

zOs mainframe systems:

• 5-8+ years of experience supporting large ZOS mainframe systems.
  

Knowledge of server OS hardware components and end to end system management:

• Demonstrated knowledge of Unix and Wintel servers and network peripherals.
  

Knowledge and Experience:

• Demonstrated Knowledge of Incident and Change Management activities
  
• Demonstrated ability for strong documentation and writing skills.
  
• Demonstrated experience in presentation, verbal and written communication skills.
  

Knowledge of Service Management Tools such as eSMT, CIT, Remedy and ITIL:

• Service Management Tools such as eSMT, CIT, Remedy and ITIL.
  

Knowledge of infrastructure monitoring and performance tools:

• Demonstrated knowledge of System and Application Monitoring Tools.
  

Knowledge of OS365 Suite of products and Power BI:

• Demonstrated knowledge of Communications, Collaborations and analytics tools.