Technical Specialist

OVERVIEW

The Specialist II in IC Technology Operations plays a crucial role in monitoring, restoring, and supporting mission-critical systems to ensure business service levels are consistently met. This position involves day-to-day management of infrastructure, applications, and security, while providing Help/Service Desk support and coordinating incident management activities. The specialist will also engage with third-party providers during incidents and participate in testing cycles to ensure the operability of systems and applications.

The ideal candidate will possess strong technical and business functional knowledge, enabling them to conduct independent analysis and resolve strategic issues effectively. They will work collaboratively with development teams to build self-healing solutions and proactively monitor system performance to identify operational improvements. Strong communication, analytical, and problem-solving skills are essential, along with the ability to influence and make data-driven decisions in a bilingual environment.

Pay: T4 $38-41

RESPONSIBILITIES

• Monitor and ensure service restoration of infrastructure, applications, and security while meeting service level agreements.
• Provide Help/Service Desk support and coordinate incident management activities.
• Engage with third-party providers during incidents to facilitate resolution.
• Participate in testing cycles to ensure the ability to deploy and operability of infrastructure and applications.
• Deploy, implement, and provision applications and infrastructure according to deployment plans and build guides.
• Work with development teams to create enterprise monitoring and logging solutions that require minimal maintenance.
• Conduct independent analysis and assessment to resolve strategic issues and monitor performance metrics.
• Lead incident recovery efforts and perform detailed root cause analysis.
• Facilitate the analysis, design, and configuration of solutions for complex technology problems.
• Provide end-to-end technology support, including computer, applications, network, and storage troubleshooting.
• Proactively monitor system performance and identify opportunities for operational improvements.
• Support deployment activities and manage implementation issues to resolution.
• Provide initial triage and investigation for incidents, ensuring fast turnaround times for resolution.
• Monitor technical infrastructure and applications through automated systems across the environment.
• Assist end-users with application, technical, and IMACD needs through inbound calls.
• Develop knowledge assets required for operational efficiency and promote adherence to industry standards.
• Engage with various areas across the organization to strengthen operational capabilities.

QUALIFICATIONS

• Typically 2-4 years of work experience in an IT or business environment, or a B.S./B.A. in computer science, engineering, information systems, math, or business.
• Understanding of IT operating processes for effective delivery, including monitoring, logging, and alerting standards.
• Knowledge of support and operations practices, concepts, and technologies gained through formal training or work experience.
• Strong technical and business functional knowledge of systems, tools, timing, and dependencies.
• Proficiency in technical skills acquired through education or business experience.
• In-depth verbal and written communication skills.
• Strong collaboration and team skills.
• Advanced analytical and problem-solving abilities.
• Influence skills to drive change and improvements.
• Data-driven decision-making capabilities.
• Bilingual in French and English is required.

TECHNICAL SKILLS

• Proficiency in monitoring and logging tools and practices.
• Experience with incident management systems and processes.
• Familiarity with application deployment and infrastructure provisioning.

PREFERRED

• Experience in a mission-critical IT environment.
• Knowledge of self-healing systems and enterprise monitoring solutions.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.