Maarut Inc

Operational Support – Queue Management

· Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets

Operational Support – Incident and Service Request Management

· Review submitted incident tickets to ensure completeness of information

· Provide basic triage and assign to Tier 3 specialists as required

· Monitor tickets to ensure compliance with service level targets

· Provide support in closing/resolving tickets where required

· Provide reports on current status of assigned tickets

· Provide historical reports on volume, performance, trends, etc

Operational Support – Service Request Fulfillment

· Complete standard service requests in support of SUS clients such as:

o Password administration

o Account administration (add/delete/modify)

o Access to tools such as monitoring, automated deployment, log analysis, etc.

Operational Support – Change Management

· Review assessment tasks on new CRQs to ensure compliance with SUS standards

· Assign tasks to support specialists as required

· Monitor tasks to ensure alignment with CRQ deadlines and change management processes

· Provide support in closing tasks where required

· Provide reports on the current status of assigned tasks

· Provide reports on scheduled CRQs impacting SUS

· Provide historical reports on volume, performance, trends, etc

Requirements

General Project Coordination and Communication

Experience with coordinating and leading initiatives with both technical and business stakeholders
Excellent verbal communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language
Excellent analytical and problem-solving abilities
Experience with planning and implementation of changes
Experience with developing project scope documents and project plans
Experience creating and maintaining documentation for operational procedures
Experience with using Microsoft Office and other tools to automate processes, analyze data and create reports or data visualization

Service Management

Experience with ITIL best practices for IT Service Management including:
Change Management
Incident Management
Problem Management
Configuration Management
Experience with Remedy/eSMT or other service management tools in an IT support environment
2+ years of hands-on experience managing incidents, problems and service request through the lifecycle. Including documenting, tracking and monitoring to ensure timely resolution in line with SLAs
Experience with reviewing data and producing analyses, reports, and data visualizations

Middleware Support

Experience with handling fluctuating workloads, conflicting priorities and concurrent activities in an IT support environment
2+ years of hands-on technical working experience with the systems administration of Oracle Solaris (Sun Solaris) and Red Hat Enterprise Linux (RHEL).
2+ years of hands-on technical working experience with IBM WebSphere/Liberty/NDM
2+ years of hands-on technical working experience in supporting application/web servers
Understanding of DevOps and CI/CD concepts and tools e.g. Jenkins/Ansible, etc.
Experience with Axway Secure Transport or similar FTP/SFTP system
Development experience or exposure to DataPower platform is an asset
Development experience with Informatica, IBM MQ, IBM ACE is an asset
General exposure to cloud based computing solutions and concepts
General exposure to network topologies (firewalls, load balancers, DNS)

Public Sector Experience

MUST HAVE

2+ years experience in ITIL Service Management

• Incident – Basic triage and assessment with assignment to Tier three

• Queue management – Assignment of tickets

• Change management – Creation and management of Change Requests

• Configuration management – Management of component inventory

2+ years experience in Operational Support

• Familiarity with WebSphere, Oracle 19c, Kubernetes, Ansible

• Experience with enterprise Data Analysis / visualization tools like Power BI