The Technology Operations, IT Operator is responsible for the execution of the event, incident, change and problem management processes of mission critical systems, applications and services at TMX. IT Operators operate two, 12-hour shifts daily, providing 24-hour service coverage, 7 days a week (24/7/365).
Your Key Accountabilities and Contributions :
Responsible for providing frontline monitoring and level one support of critical infrastructures running on Windows and Linux servers and raised floor environmental systems on a shift rotation basis.
Responsible for event, incident and service request logging, resolution and escalation as needed
Recognize and escalate to the appropriate support teams all priority issues with potential to exceed established service levels
Facilitate communication among support groups and management via conference bridge where necessary.
Perform handling and mounting of media into our back-up infrastructure
Assist with the placing of support calls with Hardware vendors to our monitored Data Centres.
Works with ITSM tools to create Incident tickets in compliance with Change and Problem Management policies
The rotation is based on a 12-hour shift schedule. The operators are scheduled to work 4 consecutive day/night shifts followed by 7 off-days.
Postsecondary education in Information Technology or equivalent work experience.
Knowledge of ITIL best practices is an asset
Minimum 2 years of technical experience in an IT environment.
Demonstrates some knowledge of the mission critical technology infrastructure (supported platforms, operating systems, middleware and network components) and common processes utilized for each.
Experience with technology change management processes and tools as well as change and problem management practices
Identifies opportunities for process improvement, client and technical support.
Highly organized and able to multi-task in a fast paced, dynamic environment.
Strong communication skills, both verbal and written, are essential in order to interact with support groups, clients and vendors.
Nice to Have(s):
ITSM / ITOM ServiceNow or JIRA experience.
Familiar with Linux systems.
Experience in Financial Industry some understanding of trading platform, gateways and real time feed systems.
Understanding Infrastructure technologies such as network, storage, databases and servers.
Some understanding of DevOps model and operational aspect of cloud platforms.
Experience with the ServiceNow ticketing system, and Control_M job scheduler software would be advantageous.
Experience with Splunk