This position is part of the Technology Infrastructure and Operations Group within Canada IT, reporting to the Senior Manager, Production Services. The successful candidate will join a team with the primary responsibility for providing 2nd level operational support, management, maintenance and security of the Company Production and Canada IT Development environments.General Overall Role and ResponsibilitiesAs a member of the Production Services Team the overall focus of the role is to assist the Production Services team in ensuring that regularly scheduled operational, maintenance and support functions are carried out effectively and efficiently for all Company Production and Canada IT Development Systems:• Participate in the implementation and integration activities related to project activities • Participate in the completion of daily, weekly & monthly operational, maintenance and support tasks;• Follow established processes, procedures and established standards to ensure the stability of the environment with minimal disruption to the business;• Collection and reporting of metrics in support of formal SLA’s with business units;• Insure all supported systems are operating as expected, being monitored as appropriate, and that preventative action is taken where required, according to defined operational strategies, procedures and policies;• Share responsibility for the operation, maintenance and security of data centre facilities, systems and data for Company Canada;• Identify recurring and potential operations problems, perform remediation and recommend controls for prevention;• Work closely with other TI&O teams and all Canada IT teams by providing input on problem resolution and project initiatives as requested;• Provide functional and operational support for all Canada IT LoS and Regional support staff as required.The diverse environment supported by the Production Services team includes but is not limited to: Intel and RISC based server platforms (Dell, SUN), Windows 2003 and Sun Solaris 10 operating systems; Internet infrastructure including IIS 6 and Domino Web Severs, Cisco network switches, routers, firewalls (Cisco FWSM) and content switches, Bluecoat Proxy Appliances; Riverbed Wide Area Data Services; a multi-tiered DMZ hosting environment; network monitoring tools including RMON Probes, NetScout nGenius and CiscoWorks as well as other Internet monitoring tools as well as several other tools used for administration, monitoring and reporting purposes. Technical & AnalyticalStrong technical skills - Broad knowledge / understanding of infrastructure components including:• Server platforms including Dell PowerEdge, HP Proliant, storage;• Data backup software and hardware (incl. Veritas Netbackup Data Centre, ArcserveIT / 2000, including Tape Libraries);• Systems Monitoring and Management tools such as: CIM7, Dell OpenManege, WhatsUpGold;• Windows Server 2000/3 administration including Automated Deployment Service, Distributed File System, IIS administration and troubleshooting, utilizing native Microsoft and 3rd party tools;• Good understanding of TCP/IP networking and operational management of IP addressing, DHCP, DNS, WINS;• Good understanding of LAN & WAN topologies (incl. Ethernet and Gigabit);• Knowledge of MS Terminal Services, Active Directory, File Replication Service, would be beneficial;• Knowledge of Internetworking components and facilities (incl. firewalls, proxy servers), Cisco Ethernet switches and Routers, and Storage Area Networks would be beneficial.Customer ServiceThe successful candidate is self-motivated and has a track record of providing quality customer service. He/she will understand the importance of meeting and exceeding service level targets. In order to meet customer expectations of service delivery, the candidate will participate in the following team activities and initiatives:• Provide prompt attendance to client issues and provide regular status updates and follow-up to ensure client satisfaction and promotion of a positive image of Canada IT;• Analysis/interpretation, assessment and prioritization of client requests;• Effective management of client expectations;• Effective use of client feedback to improve processes and service levels;• Proactive identification and recommendation of opportunities for improving efficiencies, productivity and service delivery;• Development and maintenance of a solid and positive working relationship with team members; • Awareness and promotion of Security and Risk related issues to the PS Senior Manager;Teamwork and LeadershipBeing a solid team player is essential to this role. As a Technologist the successful candidate will demonstrate a professional approach towards others and strive to set an example of excellence for other Canada IT teams and team members. He/she will demonstrate commitment in the following ways:• Work with the all team members to ensure the team’s operational / functional responsibilities are carried out effectively and in timely manner;• Understand and effectively work towards the achievement of the goals, objectives, and d

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