Responsibilities:
- Operational Support & Queue Management: Manage operational support requests, ensuring service level targets are met, and monitor queue processes.
- Incident & Service Request Management: Clear incident tickets, support ticket triage, and monitor compliance with SLAs. Provide status and historical performance reports.
- Service Request Fulfillment: Handle standard service requests like password and account administration.
- Change Management: Oversee change request processes, monitor task queues, and ensure compliance with corporate standards.
- Configuration Management: Support the management and updating of configuration items (CI) in inventory, and provide regular reports on CI inventory.
Qualifications:
- Technical Expertise: Experience with middleware application suites (e.g., IBM WebSphere, IBM DataPower), cloud technology (e.g., Kubernetes, Ansible), and deployment automation.
- ITIL Processes: Proficiency in ITIL Incident and Change Management processes.
- Service Management Tools: Experience with tools like Remedy/eSMT and reporting tools such as PowerBI.
- Communication & Problem Solving: Strong communication skills, problem-solving abilities, and experience with the standard MS Office suite.
- Project Management: Experience in project management, including release planning, project plan development, and change management.
- Operations & Service Management: Demonstrated experience in operations and service management on large IT platforms, and familiarity with SDLC and DevOps processes.
- Architecture & Integration: 10+ years of experience in implementing physical infrastructure, integrating IBM WebSphere, and familiarity with the Zachman framework and enterprise architecture.
- Enterprise Security & Java Development: Experience in enterprise application development, security architecture, and use of APIs, microservices, and J2EE.
- Public Sector Experience: Familiarity with public sector processes, including Enterprise Architecture Approval and IT gating processes.
Must-Have Skills:
- Middleware application suite experience (IBM WebSphere, IBM DataPower).
- Cloud technology experience (Kubernetes, Ansible).
- ITIL Incident and Change Management experience.
- Service management tool experience (Remedy/eSMT).
- Reporting and data visualization tool experience (PowerBI).
Job Types: Full-time, Fixed term contract
Contract length: 12 months
Pay: $60.00-$75.00 per hour
Education:
Experience:
- Cloud technology including Kubernetes/Ansible: 2 years (required)
- ITIL Incident Management process: 2 years (required)
- Change Management process: 1 year (required)
- Remedy/eSMT or other service management tools: 2 years (required)
- reporting tools and data visualization e.g. PowerBI: 1 year (required)
- IBM WebSphere Application Server/NDM/Liberty: 2 years (required)
- IBM DataPower: 2 years (required)
- Deployment Automation: 1 year (required)
- Middleware Monitoring tools e.g. ITCAM: 2 years (required)
- ITSM: 5 years (required)
Work Location: Hybrid remote in Toronto, ON M5V 1R5
