Operational middleware support analyst

Full Time
  • Full Time
  • Toronto

AMISEQ

Description:

Skills for this position include but not limited to:

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 status of assigned tickets.
  • Provide historical reports on volume, performance, trends, etc.

Operational Support – Service Request Fulfilment


  • Complete standard service requests in support of SUS clients such as:
  • Password administration
  • Account administration (add/delete/modify)
  • 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 status of assigned tasks.
  • Provide reports on scheduled CRQs impacting SUS.
  • Provide historical reports on volume, performance, trends, etc.


MUST HAVE

  • 2+ year’s 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+ year’s experience in Operational Support
  • Familiarity with WebSphere, Oracle 19c, Kubernetes, Ansible
  • Experience with enterprise Data Analysis / visualization tools like Power BI

Source

To apply, please visit the following URL: