Operations Support Specialist

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Job Description

Our client has a requirement for an Operations Support Specialist for a 6 month contract opportunity.  The position is located in Toronto.

What makes this Special

Our client, one of Canada’s largest publically traded Retailers is currently looking experienced I.T. professionals.   Located in Toronto, our client is easily accessed via automobile and public transportation.  You have a history of successful contract experience with similar sized organizations in Canada, can meet deadlines and can thrive in a challenging and demanding environment.  If you are an experienced, hard working, independent individual who can take charge and welcome new challenges in a structured environment, we would like to hear from you

Role

The Operations Support Specialist will be responsible for supporting operation activities in a 24x7 data center with Intel servers, Mainframes, UNIX partitions, Storage and Networks, reporting into the Enterprise Operations Sr. Team Lead/Manager.

Responsibilities include processing batch schedules, performing and monitoring backups, monitoring the systems, applications, and data center environment on a continuous basis.

As part of Technology Operations, the team is responsible for providing first and second level technical support to internal corporate users and our Distribution Centers, with a focus on minimizing time to recovery.

The incumbent will be responsible to ensure the management reports, shift reports and incident logs are completed. The incumbent will also be responsible to escalate problem situations to upper management and provide timely updates.

This position will be required to work day and evening shifts and weekends on rotation.

 

 

Responsibilities

• Monitors and controls work flow through job queues and console messages, as required or assigned, to ensure that completion deadlines and production standards are met.
• Perform tasks specific to the shift by following set procedures and work instructions to meet predetermined service level agreements.
• Utilizing monitoring tools in place today, perform monitoring activities of system messages and alerts and escalate according to documented procedures.
• Perform tape management tasks relating to unloading tapes from multiple libraries and processing for offsite storage.
• Utilize problem / incident management system (ITSM) to record all issues encountered.
• Provide first level problem determination and resolution for all calls placed to Operations with a 100% call ownership and a minimum of 80% resolution rate.
• Conduct shift turnover meetings to communicate any problems that are currently being addressed and any problems encountered to the next shift. Update all logs as required.
• Develop credibility with customers by providing timely/accurate support and maintaining positive relations through effective customer follow-up
• Contribute to the overall effectiveness of the team with respect to meeting team performance goals, sharing of knowledge and continuous improvement of team processes and procedures

Requirements or Qualifications

• Knowledge of C, C++ programming languages, JAVA, HTML and SQL
• Knowledge of UNIX, Linux, Windows, AS/400 operating systems.
• Minimum of 2-3 years of IT experience.
• Must be experienced working in a high volume batch processing environment.
• Working knowledge of Microsoft Office software including basic PC skills, MS Office, and Outlook.
• Understanding of the relationships of Application Infrastructure; web servers, application servers, and database servers.
• Familiarity with VMware Virtual Center technologies preferred.
• Familiarity with data center monitoring tools, preferably Tivoli OMNIbus.
• Effective communication skills (written and oral), adaptability, self-motivation, problem solving, analytical thinking, time management, ability to work effectively in a stressful environment, customer focused, detail oriented, team player and ability to adapt to change.

 

System Knowledge (nice to have)

• Call Center operations, Incident Management, Mainframe Operations, TSO, OS/390, JES2, Data Center Operations, TCP/IP, CISCO Hardware Administration, UNIX/LINUX, Adobe Acrobat
• Knowledge of Web technologies
• Ability to deal with difficult people
• Distribution systems application knowledge.
• Working knowledge of MVS/OS390
• Working knowledge of TSO/ISPF, Net Master, ESP, JES2
• Knowledge of IMS/DB2/CICS
• Knowledge of JCL, SAS, CLIST, and REXX programming language
• Knowledge of Microsoft Office applications
   
  Education Requirements

• A bachelor degree in a related field (Computer Science, MIS) or equivalent required or completion of a technical training program in data processing, change management or problem management.

Keywords:  Operations Support, Data Centre, Batch Processing, UNIX, Windows, AS/400, ITSM     

How to Apply

Online:

To apply for this and other suitable exciting opportunities with Zylog Systems (Canada) Ltd., you can register and apply online at www.ZylogCanada.com