Mid-tier Technical Support Analyst

Mid-tier Technical Support Analyst

Catégorie : Développement/ingénierie
Ville : Vancouver, Colombie-Britannique, Canada
No de poste : J1019-0246
Type d’emploi : Temps plein

Description du poste :

CGI in Canada
Canadian roots, global reach
Founded in Canada in 1976, CGI has evolved into the country’s largest IT services provider, serving as a long-term, committed partner to clients in Canada and in more than 40 countries around the world. With more than 12,000 professionals across Canada, we work where our clients do business, providing local responsiveness and accountability that ensure the highest level of service and support.

CGI is more than just an IT consulting company; we are a global organization offering a world of opportunities. Become part of a unique culture that gives you the freedom to innovate, to make decisions, to achieve your full potential, and to chart your own career.

Due to ongoing growth and success in BC, CGI is seeking experienced middle-tier technical support analysts to fill permanent full-time roles in our Victoria or Vancouver BC offices. These roles will directly provide leading information technology services to our clients in BC.

If you have the experience, drive and commitment, now is the time to make yourself known to us.

Fonctions et responsabilités :

The Middle-tier Technical Support Analyst will work in a tiered IT support structure providing overall technical support including day-to-day operations and regular maintenance, ensuring service levels for a Health IT Solution comprising of multiple production and non-production environments utilizing a range of technologies. This includes installation, configuration and maintenance of Java application components and other middle-tier components such as web services, messaging services and database systems, storage allocation and networking components.
This individual will interface directly and work in close collaboration with the client to communicate information, coordinate changes, address technical issues and fulfill service requests. The Middle-tier Technical Support Analyst will handle technical escalations internally and with third party service providers and participate in development, delivery and documentation of technical solutions, procedural steps and services delivery processes.

Specific responsibilities:
Work closely with the client and other team members to understand the business, operations and clinical priorities and drive technical troubleshooting and problem solving accordingly
Perform system checks and monitor system health for availability, performance, errors and warning
Monitor and provide oversight for all application including middle-tier software and service logs
Deploy and configure custom application code including database objects
Install, upgrade, configure and maintain Java application components and middle-tier software
Maintain middle-tier technologies according to application requirements and compatibility
Work in an ITSM system to receive and handle technical escalations from customer and other support team
Troubleshoot technical issues and work with other team members and third-party service providers to escalate problems and defects
Develop, maintaining and execute scripts used for day-to-day operation and services delivery
Develop and maintain scripts and tools to support and automate deployments
Implement and configure tools and application manage system alerts and event monitoring
Create technical and procedural documentation, and document operation processes as required
Participate in processes related to change management, configuration management, project governance and software maintenance to deliver contracted services
Utilize excellent oral, written and presentation skills to clearly communicate technical solutions to team members and to customer
Participate in an on-call schedule to deliver after-hours support for the Health IT Solution through attending phone calls, monitoring alerts via emails and text messages

Qualités requises pour réussir dans ce rôle :

A level of education, training and experience equivalent to a Bachelor of Science Degree in Computer Science or a related discipline
A minimum of five (5) years working experience in the information technology sector
Experience and understanding in managing operation of Enterprise Java applications
Experience and understanding of managing operations of high volume transaction processing systems
Technical understanding and working experience in operations of technologies including: SUN Solaris, Linux, JEE application, WebLogic, Fusion Middleware (OHS, SOA, WLS, Coherence, OSB), GlassFish,, Oracle Database, JMS, JDK, Solaris Zones, Oracle SuperCluster, Exadata and ZFS, Oracle Data Guard
Woking experience in ITSM supporting tools such as JIRA/Confluence/Subversion/XRay/Bamboo
Competent in standards necessary to deliver support services and ensure system operation including: Oracle PL/SQL, HL7V3, HL7V2, RIM data model, XML/XSLT/DOM, HTTP/HTTPS, ICP/IP, SOAP, DNS, VPNs and general networking
Experience in scripting tools including Unix Shell, Awk, SQL
Working experience with Oracle Enterprise Manager and/or other system monitoring tools such as Splunk
Experience in ITSM supporting tools such as JIRA, Confluence, Subversion, GIT, XRay, CMDB
Familiar with principles of project management, application lifecycle management and software development and release
Well versed in ITIL framework with preferred ITIL training and/or certification
Highly self-motivated and capable of working with minimal supervision
Experience in deployment tools such as Jenkins, Bamboo
Understanding of DevOps and Continuous Integration principles
Excellent verbal and written communication skills

Compétences :

  • Déploiement d'application
  • Communication (orale/écrite)
  • Gestion des configurations
  • Confluence
  • Java
  • Jira management software
  • Soutien d'entretien/production
  • Middle Tier

Ce que vous pouvez attendre de nous :

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.