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Operations Support Analyst ( 10PM - 6AM Shift)

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Join our clients Operations Support team where a diverse team of individuals is responsible for monitoring and supporting many exciting services and applications in all stages of their development cycle!

Note: This role is for the 10PM – 6AM shift.

Key Responsibilities:

•           Communicate with partners on issue investigation status and incident resolution

•           Use various tools to perform incident investigation and to determine root cause

•           Communicate findings to Service Manager and update information in the Issue Management System

•           Capture and entry of operational issues in the Ops Issue Management System

•           Document commonly encountered issues and their resolutions as Knowledgebase articles

•           Review error reports and investigate cause for most common errors for each application

•           Facilitate the scheduling, review, and deployment of application updates in our Network Operations Centre (NOC)

•           Maintain NOC equipment and monitoring infrastructure to ensure all systems are operational and ready for troubleshooting.

•           Identify opportunities to streamline operations, optimize support efforts, and improve incident handling processes

 

Skills:

 

•           Need to be self-motivated and self-directed

•           Problem solving and troubleshooting skills

•           Well organized

•           Strong attention to detail

•           Excellent written and verbal communication skills

•           Ability to manage multiple tasks and prioritize accordingly

•           Ability to stay focused in a high-pressure, team environment

•           Capable of constructing data queries and performing rudimentary data analysis

 

Requirements:

 

•           Must be able to work 5 – 8-hour night shifts per week

•           1 year of working in a service desk environment supporting a client or web application

•           Experience monitoring and light management of a cloud services ecosystem like Azure or AWS

•           Ability to write detailed and accurate descriptions of complex issues, reproduction steps, and resolutions

•           Experience working with enterprise systems, networks, and services

•           Must be able to work weekends and holidays on a regular basis

•           Experience with various programming, query, and scripting languages would be an asset

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