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Operational Support Engineer -TI250821-I

Toronto, ON
  • Monitor multi-tiered application environments, utilizing various monitoring tools
  • Analyse system/application designs and implementations from a technology perspective
  • Troubleshoot and apply learnings to establish new protocols and best practices
  • Execute Pre-defined procedures, playbooks on IT consoles (e.g., enter commands via command line, interpret reports / alarms and take the appropriate actions)
  • Perform report generation by using variety of tools/consoles (this also includes basic analysis of the results of the report)
  • Follow the defined process in handling reported Major Incidents by sending incident communications
  • Ensure that any issues will be documented and reported to the Level 2 by following the defined escalation process
  • Ticket triaging and ticket management
  • Conduct reviews, evaluations, and risk assessments
  • Apply and advance change management best practices, to support existing and new evolving technologies
  • Own and address complex customer issues, end-to-end, from assessment and interpretation to recommendation and resolution
  • Proactively drive process improvements
  • Collaborate with and foster strong relationships with internal stakeholders, and externally with product vendors
  • 4-5 years of experience as an software developer or system administrator in multi-tiered environment 
  • Strong Linux/Unix administration skills 
  • Ability to communicate well to both internal and external (3rd party) stakeholders through verbal and written communications
  • Ability to deal with ambiguity, complex issues and concepts while problem solving and making sound decisions and multi-tasking
  • Time management and decision making skills
  • Valued for your 3 years of operations support in an enterprise environment
  • Experience in Monitoring and Alerting 
  • Experience with incident management, problem management, operational excellence, within a highly available 24x7 environment
  • Focus on quality of the service delivered to the end user
  • Keen to details to be able to troubleshoot and document well
  • Must have critical thinking to be able to assess the situation and prioritize tickets properly
  • Ability to handle stressful situations
  • Support large scale, high availability services and applications in TV environment
  • Willing and able to work on holidays/weekends/nightshift (given L1 capability is 24x7x365 operation)
  • Understanding of the supporting architecture (functional and infrastructure)
  • Understanding of the most important video service KPIs, and how they impact service performance
  • Adherence the change management processes and procedures
  • Willingness to learn in a fast paced environment
  • Experience building positive relationships and collaborating with a variety of diverse groups and technical teams
  • Demonstration of ownership of the services supported
  • Degree in Computer Science or Engineering
  • Hands on experience with GCP or AWS IaaS and PaaS, kubernetes
  • Operational system administration, and infrastructure build and deployment experience in a large scale environment is an asset
  • Proficiency with advanced troubleshooting tools such as packet sniffers and debuggers
  • Proficiency in scripting (Python, bash, zsh, ksh, ruby etc.)
  • Proficiency with monitoring and reporting tools such as SCOM, Splunk, New Relic etc
  • Agile/DevOps Methodologies and tools (Chef, Jenkins, New Relic, TFS, GIT)
  • Proficiency with analytics and ability to develop and communicate actionable plans 

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