7x24 Operations Analyst

Job Description

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Position Description:

We are looking for a self-motivated, career-driven, ambitious candidate, experienced in IT system administration with good communication skills, a strong drive to deliver results and grow a career in IT Infrastructure Support.

Your future duties and responsibilities:

• Work in a rotating 7x24 shift schedule – no on-call
• Monitor, review, and respond to infrastructure and application health and performance alerts,
• Answer incoming calls from internal and external customers and stakeholders
• Production Incident Management:
o Respond to incidents within a defined, contractual time range,
o Take ownership of incidents,
o Triage and troubleshoot issues, resolve/restore service if within skillset,
o Engage and work with additional support resources,
o Manage incident team to restore service,
o Participate in root cause analysis when required,
• Host incident troubleshooting bridge calls
• Manage communications to internal and external customers and stakeholders
• Create and update diagrams and operational documentation.

Required qualifications to be successful in this role:

Experience and Education:
• 2+ years relevant IT work experience and related technical certifications (e.g., ITIL, CCT, etc.)
• Excellent verbal and written communication
• Time management and multitasking
Required Experience:
• IT service management tools (e.g. ServiceNow, PagerDuty, etc.),
• ITIL fundamentals,
• Understanding of IT monitoring systems (e.g. Splunk, Zabbix, etc.),
• Working knowledge of:
a) Network systems
b) Servers and storage systems
Additional Optional Experience:
• Azure fundamentals,
• Splunk and other monitoring tools (e.g. PRTG, AppDynamics, OEM, etc.),
• MS Visio,
• Other Linux distributions,
• Windows Server 2016 and up,
• VMware and virtualization systems,
• CommVault Enterprise backup,
• Oracle Exadata and Enterprise Manager.
Other qualities:
• Able to think critically and solve complex problems
• Able to work well independently and within a small team.
• Able to communicate with team leads, vendors, customer application developers, and management.
• Experience providing IT operations support in a production environment.
• Experience working shift work in a 7x24 High Availability environment.
• Good judgment and innovative problem-solving skills.
• Ability to deal with aggressive timelines and the associated pressure.
• Able to write clear and concise documentation for operational processes

Skills:

• ITIL
• ServiceNow

What you can expect from us:

Build your career with us.
It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.
At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.
Be part of building one of the largest independent technology and business services firms in the world.
Learn more about CGI at www.cgi.com.
No unsolicited agency referrals please.
CGI is an equal opportunity employer. In addition, CGI is committed to providing accommodations for people with disabilities in accordance with provincial legislation. Please let us know if you require a reasonable accommodation due to a disability during any aspect of the recruitment process and we will work with you to address your needs.