Junior Operator

Category: Infrastructure/Cloud
Main location: Canada, Ontario, Mississauga
Position ID: J0624-0850
Employment Type: Full Time

Position Description:

Members of the Operation Control Center (OCC) team provide on-site support on a 24x7x365 basis. He will be responsible of the first level of support. He is responsible of monitoring and following-up of systems/servers, must be vigilant and proactive in order to avoid or minimize any incident. He is also the owner of all incidents and request that are assigned to him and must react quickly to solve them and reestablish the service. If need be, he must escalate to the seond level of support to make sure that the resolution time is respected.

Your future duties and responsibilities:

From time to time, will work jointly with the support L2-3 to solve some technical problems or set up new services. Together with the supportss, he will participate to deployments, upgrades and various tests.
The person who will obtain this post will join a young and dynamic team which supports multiplatform environments and multicustomers. It will give him the possibility to be introduced to many technology and tools.
Furthermore, as he will be a part of a company which has offices in more than 40 countries, you will have the occasion to collaborate with colleagues around the world.
We offer a dynamic environment, flexible and numerous possibilities of career opportunities
Servor Monitoring
- First Level of support
- Take charge of the incident and perform investigation in less than 15 min.
- Resolution of incidents through the use of documented procedures and coordination of recovery activities with other support teams if needed.
- Engage Incident management Tea and supports teams if necessary to ensure that incidents are resolved in a timely manner within the timeframes (warm transfer with certain clients when necessary).
- Participate in Incident Review meetings
- Creation of tickets for incidents detected manually
- Execute and log daily activities within a daily checklist/shift log
- On demande, have to support an internal web site (SQL,PHP, JAVASCRIPT programing will be required)
- Perform daily reboots of various Wintel servers on a regular schedule in the Production environment.
- Perform weekly reboots of specified servers in the Non Prod Environment
- Create changes as per schedule for patching
- Deploy automated patches as per schedule (OS and application).
- VM server creation or changes
- Backup, upon notification failures, rerun job as per documentation, resolve incident or escalate to support teams.
-
Incident Management
- Resolution of incidents and job failures through the use of documented procedures and coordination of recovery activities with other support teams (Application, Technical, Client, Vendors, etc)
- Engage Incident management team and Service Delivery Managers as necessary to ensure that incidents are resolved in a timely manner .
- Document incident recovery activities by updating/closing tickets on a regular basis
- Prepare incident reports detailing recovery actions and process improvements
- Participate in Incident Review meetings
Problem Management
- Analyze ticket data to proactively detect incident trends/problems
- Coordinate with support teams to investigate/resolve problems once they have been detected
- Engage the Problem Management team as required to assist with investigation/resolution activities for more serious/complex problems
- Participate in problem review meetings and assist with implementing proposed solutions
Change Management
- Coordinate scheduling of maintenance activities and change requests with other Client/Internal teams
- Provide formal approval of scheduled activities within multiple ticketing systems for audit and workflow purposes
- Execute scheduled maintenance activities, service requests and change requests as necessary/requested
- Resolve incidents resulting from maintenance activities/change requests by working with change coordinators/clients as necessary
- Update and close records after work has been performed and provide status updates back to change coordinators
Security
- Perform console management for centrally managed solutions of endpoints security (e.g. antivirus, antispam, encryption, etc.)
- Utilizes software and hardware tools to diagnose and resolve security incidents following agreed upon procedures;
- Maintains operational documentation
General
- Represent Operations in conversations with other Client/CGI teams in meetings
- Suggest improvements to internal support procedures
- Develop and maintain internal support documentation, checklists, shiftlogs, etc
- Prepare metrics showing the quantity of jobs executed, tickets opened, etc for use by management in monthly dashboard reports
- Monitor and maintain ticketing queues within multiple systems

Required qualifications to be successful in this role:

Requirement:
o Must be able to learn easily, flexible, able to work simultaneously with many customers (various technologies), good knowledge (or ready to learn) in the following tools or platforms:
- Mainframe
- AS/400
- Batch Monitoring
- Wintel,
- UNIX,
- Network, etc.
o Work on shift 24/7 (weekend included).
o Compressed schedule 3-4 days a week but may change according to the needs;
o Must remain in the position for a minimum of two years prior to a transfer (but possible to move in the team).
o Education and Experienece:
- Computer Science Technology Diploma (DEC or equivalent in T1).
- Sociable, flexible, and able to work as a team.
- Experience not required.

Skills:

  • English
  • Mainframe
  • Server - AS/400 (Ops)
  • Tape Libraries
  • Unix

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Come join our team—one of the largest IT and business consulting services firms in the world.