RQ07270 - Middleware Specialist - Junior

Operational Support Queue Management

Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets

Operational Support Incident and Service Request Management

Review submitted incident tickets to ensure completeness of information

Provide basic triage and assign to Tier 3 specialists as required

Monitor tickets to ensure compliance with service level targets

Provide support in closing/resolving tickets where required

Provide reports on current status of assigned tickets

Provide historical reports on volume performance trends etc

Operational Support Service Request Fulfillment

Complete standard service requests in support of SUS clients such as:

o Password administration

o Account administration (add/delete/modify)

o Access to tools such as monitoring automated deployment log analysis etc.

Operational Support Change Management

Review assessment tasks on new CRQs to ensure compliance with SUS standards

Assign tasks to support specialists as required

Monitor tasks to ensure alignment with CRQ deadlines and change management processes

Provide support in closing tasks where required

Provide reports on the current status of assigned tasks

Provide reports on scheduled CRQs impacting SUS

Provide historical reports on volume performance trends etc

Requirements

General Project Coordination and Communication

• Experience with coordinating and leading initiatives with both technical and business stakeholders
  
• Excellent verbal communication skills; ability to explain complex highly technical information to nontechnical colleagues using clear simple language
  
• Excellent analytical and problemsolving abilities
  
• Experience with planning and implementation of changes
  
• Experience with developing project scope documents and project plans
  
• Experience creating and maintaining documentation for operational procedures
  
• Experience with using Microsoft Office and other tools to automate processes analyze data and create reports or data visualization
  

Service Management

• Experience with ITIL best practices for IT Service Management including:
  
• Change Management
  
• Incident Management
  
• Problem Management
  
• Configuration Management
  
• Experience with Remedy/eSMT or other service management tools in an IT support environment
  
• 2 years of handson experience managing incidents problems and service request through the lifecycle. Including documenting tracking and monitoring to ensure timely resolution in line with SLAs
  
• Experience with reviewing data and producing analyses reports and data visualizations
  

Middleware Support

• Experience with handling fluctuating workloads conflicting priorities and concurrent activities in an IT support environment
  
• 2 years of handson technical working experience with the systems administration of Oracle Solaris (Sun Solaris) and Red Hat Enterprise Linux (RHEL).
  
• 2 years of handson technical working experience with IBM WebSphere/Liberty/NDM
  
• 2 years of handson technical working experience in supporting application/web servers
  
• Understanding of DevOps and CI/CD concepts and tools e.g. Jenkins/Ansible etc.
  
• Experience with Axway Secure Transport or similar FTP/SFTP system
  
• Development experience or exposure to DataPower platform is an asset
  
• Development experience with Informatica IBM MQ IBM ACE is an asset
  
• General exposure to cloud based computing solutions and concepts
  
• General exposure to network topologies (firewalls load balancers DNS)
  

Public Sector Experience

• Experience working within Public Sector or other government would be preferred
  

MUST HAVE

2 years experience in ITIL Service Management

Incident Basic triage and assessment with assignment to Tier three

Queue management Assignment of tickets

Change management Creation and management of Change Requests

Configuration management Management of component inventory

2 years experience in Operational Support

Familiarity with WebSphere Oracle 19c Kubernetes Ansible

Experience with enterprise Data Analysis / visualization tools like Power BI