IT Operations Analyst IV

Subject matter expert who consults with technical partners to provide guidance and highly complex troubleshooting/problem resolution as well as root cause analysis (RCA) at an enterprise level. Reviews, analyzes, and evaluates information technology systems operations - familiar with a variety of the enterprise infrastructure, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks and troubleshooting in high impact situations.

• End to end support for Windows OS in a production environment – Managing escalated incidents from Service Desk Level 1/2, LoB business partner, Technical leadership, and application owners.

• Identifies root causes and implements targeted and controlled remediation plans

• Proactively identify and remediate Windows devices as needed to ensure compliance and security.

• Create, Implement, and Verify application and infrastructure changes

• Technical leadership and insight to Continuous Improvement initiatives

• Interface with the Delivery and Solutions Engineering teams to prevent or resolve production incidents

• Reviews, modifies, and implements procedural processes and documentation using industry standards, best practices and new innovations in technology

Job Requirements:

• The candidate must hold a range of broad technical knowledge of IT infrastructure

• Subject matter expert (SME) in Windows desktop technologies

• PowerShell scripting – working knowledge and experience in reading and writing scripts

• Working knowledge of enterprise infrastructure as it applies to end user devices

  • Azure

  • AD

  • Desktop Analytics

  • GPO

  • SCCM

• Skills and discipline to keep systems patched, monitored, and performing optimally.

• SCCM experience with understanding of configuration baselines, OSD, and deployments

• Excellent oral and written communications, able to work independently.

• Ability to troubleshoot OS at a high level using various tooling. Expertise troubleshooting MS Windows OS, hardware/driver and application issues

• Experience supporting Mac OS a plus.

• Strong leadership, creative problem-solving, planning and organization skills

• Able to troubleshoot web application issues at a high-level using tooling and debugging

• Strong analytical and problem-solving capabilities.

• Ability to prioritize and execute tasks in a high-pressure environment

Additional Information:

• Technology focused degree in an appropriate discipline (an asset) or equivalent work experience

• Minimum 3 years of relevant experience and Financial Services IT experience (an asset)

• Effective time management skills and ability to work under deadlines and operational pressures

• Technical Certifications a plus.

• Experience with Nexthink or other digital experience platforms a plus.

KEY ACCOUNTABILITIES: CUSTOMER

• Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk
• Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams
• Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met
• Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
• Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met
• Deliver effective and defect-free support (application, hardware, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
• Interact with clients to provide quality service/solutions consistent with objectives and client requirements
• Support the design, review, and integration of all application requirements, including functional, security, integration, performance, quality, and operations
• Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity
• Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area

SHAREHOLDER

• Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required
• Ensure effective change management discipline is used
• Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
• Ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)

EMPLOYEE / TEAM

• Work effectively as a team, supporting other members of the team in resolving critical service issues
• Participate in knowledge transfer within the team and business units
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team