Job Information
City of Toronto Operations Support Analyst 1 (Monitoring and Event Management Specialist) in Toronto, Ontario
Operations Support Analyst 1 (Monitoring and Event Management Specialist)
Job ID: 47226
Job Category: Information & Technology
Division & Section: Technology Services, Technology Services Delivery
Work Location: 703 Don Mills Rod, 3rd Floor
Job Type & Duration: Full Time, Permanent Vacancy
Hourly Rate and Wage Grade: $43.58 - $47.75
Shift Information: Monday to Friday, 35 hours per week
Affiliation: L79 Full-time
Number of Positions Open: 1
Posting Period: 17-JUN-2024 to 02-JUL-2024
Utilize your experience in implementing, configuring, and administering enterprise monitoring and event management tools such as HP/MicroFocus Operations Bridge Manager, along with familiarity with ServiceNow as an Operation Support Analyst 1 (Monitoring and Event Management Specialist).
Reporting to the Senior Technical Support Specialist (Team Lead), in the Monitoring and Event Management Services area, you will participate in a key role in the implementation, configuration, administration and ongoing support of the currently deployed and transition to new enterprise monitoring and event management tools. Utilizing a growing knowledge of enterprise tools, as a Permanent full-time Operation Support Analyst 1 (Monitoring and Event Management Specialist), you will work as part of a team to build, grow, and sustain the existing solutions while transitioning to new software solutions and their various integrations into other tools for Service Management, Configuration Management, and Asset Management, as well as other ITSM processes.
Responsibilities:
Your primary responsibilities as an Operation Support Analyst 1 (Monitoring and Event Management Specialist) will be varied. Specifically, you will:
Performs operation support of software, hardware and network facility at enterprise level using monitoring and diagnostic tools to ensure the operation and maintenance of the technologies and solutions are cost effective.
Monitors enterprise systems and network usage, performance and capacity; and ensures pro-active action is taken for the production systems and solutions.
Performs enterprise-wide user accounts administration including addition, deletion and change of user accounts.
Responds to user inquiries, investigates and analyzes problems and develops solutions and/or action plans.
Liaise with users, other technical support staff and/or vendors to resolve problems.
Provides assistance and operational support in the assessment and implementation of upgrades and/or enhancements to the existing systems.
Works as part of a technical project team to determine requirements, research, evaluate, recommend, design, implement, and provide operational/technical support for system software, platform hardware and/or network solutions.
Reviews the effectiveness of operational standards, procedures and processes and recommends changes.
Monitors the operation of enterprise computer hardware, system software, business applications, network and network connectivity to maintain high system availability.
Administers security procedures and processes at enterprise level to protect the integrity of corporate business applications and data access.
Administers and controls the enterprise systems and their components.
Ensures most effective tools, utilities and technologies are used in operation and enterprise system management.
Performs and monitors enterprise system back up and recovery procedures.
Key Qualifications:
Your application for the role of Operation Support Analyst 1 (Enterprise Monitoring and Event Management Specialist) should describe your qualifications as they relate to:
Experience in installation, configuration, and administration with at least one enterprise monitoring and event management solutions, such as: ServiceNow, MicroFocus Operations Bridge Manager or CA Unicenter
Experience with monitoring and event management tools and integrations, such as: Nagios, Oracle OEM, MicroFocus NNMi, CiscoWorks, SAP Solution Manager, Microsoft SCOM/SCCM/MEM/WMI
Experience in documenting work for development of operational policies/procedures, installation/deployment of tools.
Experience with a minimum of two programming and scripting languages, such as: Perl, TQL, Bash, C++, Java, C#, VB, Python, Jython, PHP, PowerShell, JavaScript, Groovy, Ruby, etc
Extensive experience developing operating system software, application, and infrastructure Event Management policies
Experience with administration and server support, cloud solutions and/or large enterprise-scale solutions with a proven record of troubleshooting issues to resolution, logging issues with solution vendors, and advancing cases to resolution with escalated attention.
You must also have:
Familiarity working with and building business application service models/maps
Familiarity with integration of information to and from centralized Configuration Management Services such as HP Universal CMDB, HP Universal Discovery, BMC Atrium, ServiceNow CMDB, Chef, Puppet, Salt, AWS Config, AWS OpsWorks, Fabric and Ansible
Familiarity with foundational training including completion of ServiceNow Event Management Foundations (Certification is an asset), as well as completion of Get Started with Now Platform, Service Now Common Service Data Model Fundamentals
Understanding of key cyber-security requirements
Familiarity with Change Management principles and processes an asset
Knowledge of overallITIL/ITSM best practice concepts (ITIL/ITSM Foundation Certificate is an asset).
Familiarity with operational standards, identifying client requirements, reviewing, and evaluating options, and implementing policies and procedures to meet client needs
Strong conceptual, analytical, and problem-solving skills.
Proven commitment to customer service, performance quality and continuous improvement.
Excellent interpersonal, oral, and written communication skills to provide troubleshooting support, prepare technical documentation and reports on problems, and deal effectively with all levels of management and staff.
Ability to work in a multiple O/S (Unix/Linux, Novell, Windows) environment.
Willingness to be on-call and work shifts.
NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:
City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment toemployment equity (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request . Learn more about the City’sHiring Policies and Accommodation Process (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .