RQ10348 Systems AdministratorOperations Support Specialist Senior

Technical Expertise & Guidance:

• Support and troubleshoot server application and desktop issues using run books and standard procedures.
  
• Monitor system dashboards and alerts for CCIM environments and take action as required.
  
• Review system and PC logs in line with logging and monitoring policies.
  
• Provide support for business applications following run books and deployment guides.
  
• Balance scheduled service activities with urgent support requests and respond quickly.
  
• Provide after-hours and on-call support when needed.
  
• Act as a liaison between users and technical teams (DBAs System Administrators Network Administrators Privacy and Security Specialists).
  
• Manage IT processes for projects and recommend improvements following ISO 27001 and CCIM security/privacy guidelines.
  
• Provide desktop support through the ticketing system and ensure high-quality timely service.
  
• Maintain network connections and create/manage user accounts.
  
• Perform data and server backup and recovery.
  
• Install and manage system server and application patches.
  
• Build configure and set up ITSM tools (e.g. FootPrints) for change incident and problem management.
  
• Design configure and customize FootPrints based on business requirements.
  
• Export and migrate FootPrints data as needed.
  
• Conduct systems analysis and configuration for new hardware including security hardening and software deployment.
  
• Provide hardware and software setup support.
  
• Support servers and applications including backup recovery and overall maintenance of technical infrastructure.
  

Quality Assurance Technical Environments & Implementations

• Participate in walkthroughs of functional and technical specifications and system requirements.
  
• Identify testing issues assess risk and priority escalate unresolved problems and create trouble tickets as needed.
  
• Use a range of testing technologies (e.g. Windows and SQL Servers Citrix network infrastructure Office 365 laptop images Cisco VOIP WordPress Postman JMeter TestRail WinSCP).
  
• Apply knowledge of testing tools testing types (functional and non-functional) methodologies and current testing practices.
  
• Apply understanding of project management roles and processes.
  
• Set up and maintain test environments including creating and managing virtual machines.
  
• Perform QA validations in production outside regular business hours when required.
  
• Support development/technology teams by reproducing defects and assisting with troubleshooting.
  
• Support broader infrastructure and application activities including organizing knowledge materials maintaining knowledge bases and supporting automation efforts.
  
• Help develop and improve QA processes with team members.
  
• Ensure all testing meets security requirements and follows industry best practices Ministry security and privacy guidelines and ISO 27001 standards.
  

Lead technology troubleshooting activities:

• Oversee and support quality-assurance testing for system operations.
  
• Provide advanced troubleshooting to resolve complex issues that affect key business systems and infrastructure.
  
• Complete root-cause analysis for system and infrastructure problems ensuring issues are escalated promptly and appropriately along with clear recommendations on how to resolve them.
  

Ensure Incident Problem and Change Management processes are followed including:

• Testing and replicating issues to help identify the root cause of infrastructure problems and incidents.
  
• Managing and escalating issues quickly and appropriately and providing clear options for how to resolve them.
  
• Leading or supporting the development of change impact assessments for proposed system changes.
  
• Leading or supporting the escalation and resolution of operational issues as well as risk management and technical change control activities.
  
• Tracking and reporting detailed status updates supporting issue resolution and ensuring all change requests are logged and properly managed.
  

Ensure all Security Privacy Project Management and ITIL processes are followed including:

• Following industry best practices policies and procedures needed to maintain and support privacy and security requirements.
  
• Making sure all testing meets security standardsboth physical and system-levelin line with ISO 27001 and Security Privacy and Risk Management guidelines.
  
• Ensuring that application upgrades follow internal processes and policies including privacy and security standards and applying IT project management and ITIL best practices.
  
• Incorporating lessons learned into daily work to continuously improve processes and outcomes.
  

Ensure ongoing support for testing documentation:

• Help create review and test build books run books deployment guides and other operational documents as needed.
  
• Create and maintain documents for technical upgrades such as change requests implementation plans resource schedules and back-out plans.
  

Requirements

Public Sector Experience

• 2 years of experience working in the healthcare industry
  
• Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health
  

Technical Skills

• 10 years building maintaining and supporting network and security infrastructure.
  
• Strong understanding of integrated technical environments and supporting network technologies including:
  
• Citrix NetScaler
  
• Security tools (IPS geofencing firewalls)
  
• VMware (ESXi vSphere)
  
• Microsoft Server and Active Directory
  
• Monitoring tools (SolarWinds Splunk Hyperic)
  
• Cisco VOIP components
  
• Experience with ISO 27001 implementation and certification.
  
• Hands-on experience with switches routers firewalls VPNs and external hosting/outsourced service providers.
  
• Skilled in supporting:
  
• Check Point Firewall/VPN
  
• Cisco switching/routing (physical and virtual)
  
• McAfee security tools (AV HIPS NIPS)
  
• Windows Server environments
  
• Provide technical expertise and operational advice to management on infrastructure database network and application impacts.
  
• Provide guidance to database network and systems administrators.
  
• 5 years working in complex environments (Windows/Linux servers VMware Citrix Oracle SQL Server).
  
• Experienced in managing virtual environments using VMware.
  
• Use of monitoring tools such as Hyperic and Splunk.
  
• Skilled with ITSM/ticketing tools (FootPrints) including setup configuration customization upgrades migrations and supporting change incident and problem management processes.
  

Service Management Experience

• 2 years working with ITIL service management processes (Incident Problem Change) providing Tier 3 technical support using ticketing tools and working with Service Desk clients and technical teams.
  
• Experience identifying issues escalating appropriately and following escalation procedures.
  
• ITIL Foundation certification (or equivalent experience).
  
• 2 years supporting Project Management processes roles and responsibilities (PM certification or equivalent experience).
  
• Ability to manage IT processes in line with ISO 27001 security and privacy standards.
  
• Knowledge of IT infrastructure and operations standards tools and methods.
  
• Experience managing change including writing change requests plans schedules and back-out plans.
  
• Skilled in tracking and reporting status to various stakeholders including clients.
  
• Apply ITIL best practices for incident problem change configuration and release management.
  
• Ability to review client needs and recommend cost-effective I&IT solutions.
  
• Skilled in analyzing business requirements and preparing technical project and operational documentation.
  
• Knowledge of infrastructure technologies (OS networks application and testing tools) to provide technical expertise across all areas of infrastructure management.
  

Management and Communication Skills

• Strong leadership and people management experience.
  
• Able to facilitate meetings build rapport and guide discussions to successful outcomes.
  
• Proven ability to build strong working relationships.
  
• Clear and effective communicator both verbally and in writing.
  
• Strong customer service skills using tact and diplomacy to meet client needs.
  
• Strong analytical problem-solving and decision-making abilities.
  
• Good listener who helps resolve issues effectively.
  
• Motivated flexible team player who can multitask and meet tight deadlines.
  

Must Haves:

• Hands-on experience with switches routers firewalls VPNs and external hosting/outsourced service providers.
  
• Strong understanding of integrated technical environments and supporting network technologies including:
  
• Citrix NetScaler
  
• Security tools (IPS geofencing firewalls)
  
• VMware (ESXi vSphere)
  
• Microsoft Server and Active Directory
  
• Monitoring tools (SolarWinds Splunk Hyperic)
  
• Cisco VOIP components