IT Operations Analyst, Network Operations

IT Operations Analyst, Network Operations This Analyst position is a highly technical hand‐on keyboard role supporting various network platforms for availability, latency, and incidents, while being engaged on operational readiness tasks. The position will be accountable for day‐to‐day operational work like troubleshooting and fixing network issues across all platforms. This work schedule involves early start or late start during the day in order to provide maximum coverage for Toronto morning and evening hours, as well as weekend coverage on a rotating basis within the team. The work involves close coordination with the OSG/L1 and TR/L2 as a “one team approach” so overall work is delivered smoothly across the network operations. Huddles, handover and take over of work and presenting monthly metrics and KPI’s are all part of the role. As a strong technical leader with hands‐on‐keyboard skills, the ideal candidate in this role will possess the following skills and traits. Responsibilities Strong leadership skills in troubleshooting complex incidents in a time‐sensitive manner and to articulate technical issues concisely to senior management. Experience in using automation as well as advanced network management tooling to help resolve incidents quickly and efficiently. Dependable, innovative, accountable, passionate, transparent and collaborative. Strong knowledge of networking technologies and platforms including Cloud, SD‐WAN, Wireless, Firewalls, Load Balancers, Routing and Switching, QoS, VoIP, Optical, Monitoring Tools, DHCP, DNS and CDN (content delivery), etc. New technologies like ACI and DNAC are a plus. Qualifications An expert tier‐3 network troubleshooter who not only possesses the attributes and experience listed for this position, but has the uncanny ability to quickly identify the problem and propose a solution to remediate. Deep and wide knowledge of the platforms we desire and have tooling and script‐writing abilities. Adept at analyzing network traces to find the root cause promptly. Experience At least 3+ years of relevant Wireless technologies experience (e.g., Aruba, Airwave, RF survey tools, ClearPass, Wireless authentication). Minimum 8+ years of solid hands‐on network technical experience in Routing/Switching technology, Firewalls, Load Balancing, trace analysis/protocols. Experience supporting a large and complex network environment. Experience in exploring and implementing automation for proactive monitoring and reducing incident resolution time. Flexible with on‐call & rotation and shift timing. Adequate knowledge and experience to support platforms like Cloud, SD‐WAN, Wireless, Firewalls, Load Balancers, Routing and Switching, QoS, VoIP, Optical, DHCP, DNS, Monitoring Tools, CDN, etc. Shared Accountabilities Support shift turnover process effectively. Create MoPs and how‐to docs for better support and training of new and junior team members. Also peer review such documentation created by other team members and provide suggestions for improvement. Ensure existing automation tools are utilized by the team to the max. Explore new automation opportunities for any repeated tasks to reduce human touch. Explore opportunities to enhance existing automation tools. Report on any challenges with internal processes, gaps, or any challenges with vendors and telcos. Report on any new influx of repeated alerts/incidents to identify opportunities related to alert modification, etc. to reduce noise. Identify and report on gaps for process optimization. Proficient with Microsoft Office Suite of products (Word/Excel/PowerPoint/Outlook). Effective ticket queue management and prioritization. Assess impact and potential impact/risk and report to Sr management very promptly in a business language when significant issues occur. Manage escalations with internal TD teams and 3rd party vendors. Manage chronic, repeat and aging incidents with proper internal/external escalations. Nice to Have VoIP related skills and experience. ITIL certification. Operations work environment experience (including break fix, new applications, incident and change management, etc.). Having reputed trade certifications for wireless and CCIE, Cloud, Management, firewall, load balancers and ITIL certifications are a definite asset to this position. Large Banking/Financial Industry experience would be a good to have. #J-18808-Ljbffr