RQ- Systems Administrator​/Operations Support Specialist - Intermediate

Deliverables

• 24/7/365 Monitoring and Support of Systems and subsystems to ensure availability as per defined SLAs, by taking prompt and necessary actions to escalated to technical support as needed. These services include critical, essential, time-sensitive, public-facing applications, websites, systems, and subsystems hosted in OPS Guelph data centres.
• Incident Management and Escalation
• Rapid identification, analysis, and resolution of production issues. Timely escalation to technical support teams, clients, and management to minimize service disruptions.
• Operational Coverage for Mission‑Critical Systems
• Maintain availability and performance of essential public‑facing applications and systems hosted in the Guelph Data centre,
• Responsible for analysis, investigation, and resolution of production batch processing failures.
• Providing operational system updates, upgrades, and patches, and addressing issues encountered during those tasks.
• Implementing batch and online system change requests.
• Ensuring service level commitments to ITS clients, stakeholders, and broader public sector agencies are met.
• Participating in the development and delivery of related training, communications, and procedural documents.
• Planning and participating in semi‑annual disaster/contingency recovery exercises, including running and testing recovery procedures and plans for all applications systems.
• Coordinating the collection of data for statistical analysis of production performance results, used to assess workload.

• End‑to‑end monitoring of OPS services and underlying infrastructures such as mainframe, UNIX, Windows servers, storage, and network devices 24/7/365 to ensure availability as per defined SLAs, by taking prompt necessary actions to escalated to Tier2/3 or vendors as needed. These services include critical, essential, time-sensitive, public‑facing applications, websites, systems, and subsystems hosted in GDC.
• Responding to high‑priority requests and incidents. Participating in system recovery and service restoration efforts and meetings.
• Providing operational system updates, upgrades, and patches; coordinating activities to address issues encountered during those tasks.
• Initiating established recovery and /or escalation procedures.
• Implementing change requests for mainframe, midrange, and network platforms.
• Ensuring service level commitment to ITS clients, stakeholders, and broader public sector agencies are met.
• Participating in the development and delivery of related training, communications, and procedural documentation.
• Participating in departmental initiatives such as Shift Left and Agile Monitoring.
• Participating in the yearly Sys Trust audit.
• Participating in the semi‑annual disaster recovery exercises.

Experience and Skill Set Requirements

Must Have

• 5‑8+ years of demonstrated experience supporting large zOS mainframe systems.
• Service Management Tools such as eSMT, CIT, Remedy, and ITIL.
• OS365 Suite of products and Power BI.

Nice to Have

• ITIL Certifications.

Skill Set Requirements

zOS mainframe systems

• 5‑8+ years of experience supporting large zOS mainframe systems.

Knowledge of server OS hardware components and end‑to‑end system management

• Demonstrated knowledge of Unix and Wintel servers and network peripherals.

Knowledge and Experience

• Demonstrated Knowledge of Incident and Change Management activities.
• Demonstrated ability for strong documentation and writing skills.
• Demonstrated experience in presentation, verbal and written communications skills.

Knowledge of Service Management Tools such as eSMT, CIT, Remedy and ITIL

• Service Management Tools such as eSMT, CIT, Remedy and ITIL.

Knowledge of infrastructure monitoring and performance tools

• Demonstrated knowledge of System and Application Monitoring Tools.

Knowledge of OS365 Suite of products and Power BI

• Demonstrated knowledge of Communications, Collaborations and analytic tools.