Reporting to the Director, IT Operations & Vendor Management, the Senior IT Operations Specialist will work very closely with IT Leadership and third party vendors to identify areas of continuous improvement in IT Service Management model to ensure quality, efficiency, productivity and agility goals of the department and the organization are achieved.
The Senior IT Operations Specialist Role is responsible for providing effective and efficient operational support of all third-party and internally managed IT infrastructure and applications used to support business processes across the enterprise.
As an experienced and knowledgeable technician and IT support specialist, the role will receive incident and request escalations from Tier 1 Support Desk Analysts for ultimate issue resolution, documentation and knowledge transfer to Tier 1 (where required).
Essential Duties and responsibilities
Responsible for maintaining and supporting all server and network infrastructure including hardware and operating systems.
Ensure a secure IT environment by managing patching process, group policies and antivirus across servers and desktops / laptops.
Troubleshoot problems involving application infrastructure and performs Root Cause Analysis
Administration of O365 environment including Exchange Online and SharePoint
Accountable for support of infrastructure services, including LAN / WAN / WLAN, Windows, VMWare, AD, Web Servers, and third-party applications in an enterprise network environment
Produce organized and informative system documentation, including application & infrastructure configuration based on findings and changes
Manage virtual environment including replication and DR components
Monitor daily backups for integrity and completeness as well as perform periodic test restores
Participate in design discussions for any new or refreshed systems
Operate in a tiered support model as Senior Tier 2 Technical Support.
Work with Tier 3 to receive information and create documentation to prevent reoccurrences of Tier 3 escalations.
Install and configure PCs, network connections and management of application software
Support all aspects of end-user workstations, printing, scanning, RF Devices (Warehouse), and other needs for frontline Production and Manufacturing for both local and remote users.
Receive project implementation hand off from IT Design and Delivery team
Liaise with and manage relationships of third-party vendors and managed service providers to ensure incidents and problems are resolved in a timely and professional manner.
Participate in rotational after hours on-call. After hours work required as part of regular recurring maintenance windows or break / fix routines.
Recommend new vendor relationships for emerging technologies based upon IT strategy, overall direction, and operational requirements / efficiencies.
Evaluate and recommend products / applications / solutions that solve for commonly recurring issues or to gain efficiencies.
Use data analytics to identify and reduce repeat issues / requests through self-service, user education or system simplification.
Participates in IT change management practice and works within IT and the business to ensure good coordination of IT changes without impacting business processes or technology availability.
Undergraduate degree or college diploma in IT related fields
5 7 Years IT support experience required, preferably in a CPG organization
Experience in infrastructure architecture, data centers, servers, and networks
Knowledge in Windows Server technologies including Windows Server 2016 / 2019, Active Directory, DNS, DHCP and Group Policies
Experience with basic layer 2 Cisco network fundamentals
VMWare 6.7 Support including network and shared storage
Experience with emerging technology, such as cloud computing, desktop virtualization and unified communications
Experience in developing and delivering documentation, policies, or procedures.
Experience working with audits, risk assessments, and IT gap analysis.
Ability to achieve efficiencies through workflow improvement.
Strong understanding of technical troubleshooting methodology
Experience with PowerShell
Experience with ERP support including Oracle JDE would be an asset
Exceptional technical acumen and troubleshooting skills, across a wide application, vendor and technical landscape
Superior analytical skills with strong problem solving skills
Demonstrated initiative, with strong attention to detail
Good oral and written communication skills
Self-starter who works well with people at all levels of the organization
Ability to learn on the fly in a fast paced, dynamic environment