Middleware Specialist – Junior

Full Time
  • Full Time
  • Toronto

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


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

  • Experience working within Public Sector, or other government would be preferred


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


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