Senior Technical Support Specialist

Role Overview

• Reporting to the Manager of Infrastructure Management Services, the Senior Technical Support Specialist 1 will be working within a large corporate data centre consisting of several hundred high-capacity servers, large capacity disk storage, large robotic tape libraries, enterprise system management tools, enterprise database management, enterprise directories, enterprise messaging and enterprise print management.
• You will work on the Consulting and Architecture team and lead technical project teams comprised of members from other divisions and/or sections of the Division, to determine requirements, research, evaluate, develop and/or acquire, implement and provide technical support for Infrastructure system solutions and enterprise software products to support business requirements.
• Designs, architects, analyzes and implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Supervises, motivates and trains assigned cross divisional project staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day-to-day project operation of all assigned staff including the scheduling, assigning and reviewing of work.
• Authorizes and co-ordinates vacation and overtime requests.
• Monitors and evaluates staff performance, salary increments, hears grievances and recommends disciplinary action when necessary.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Provides advice and consultation to business users and other technical staff to determine requirements, research on solutions, evaluate alternatives, and to recommend policies, data integration, data security, network infrastructure, common software required, and the final product acquisition.
• Leads technical project teams comprised of members from other department and/or sections of the division, to determine requirements, research, evaluate, develop and/or acquire, implement and provide technical support for enterprise software products to support business requirements.
• Produces conceptual architectural design of infrastructure and integration requirements for new systems.
• Interfaces with external and internal resources on problem determination and resolutions.
• Maintain knowledge of current and upcoming new technological advancements.
• Identifies requirements and prepare proposals for major enhancements and maintenance work for the implemented systems.
• Evaluate new cloud technology options and vendor products.
• Liaises with users, vendors, and other Technology Services Delivery Units on system related issues.
• Resolves conflicting user demands for services and provides advice/guidance to other Technology Services Delivery Units.
• Develops, manages and reports on detailed project plans.
• Ensures effective corporate standard system security and internal processing controls (audit controls) are maintained.
• Impacts change management for both hardware and software, and manages vendor relations in the case of external hardware, systems software, network and/or service acquisitions.
• Provides risk assessment and its potential impact on enterprise systems and users.
• Ensures timeliness and completion of corporate projects by providing project management and project planning.
• Influences project scope, monitors critical success factors, co ordinates projects resources and reports on project milestones/deliverables.
• Leads in the preparation of Request for Proposal (RFP), Request for Quotation (RFQ), and Request for Information (RFI) and participates in the evaluation and selection of technical solutions.
• Establishes City wide standards related to the operability and high availability of corporate data center software/hardware products through the identification and resolution of service or performance problems and initiates changes to enhance problem avoidance.
• Reviews, evaluates, recommends and comments on emerging technologies and business innovation for improving service, reducing costs and enhancing efficiency on internal service improvement, cost efficiencies to the public.
• Works with highly confidential information; available 7x 24 while on-call to respond to critical page alerts.

Requirements

• Post-secondary education in Computer Science or a related discipline or the approved equivalent of education and/or work experience.
• Extensive project management experience in all stages of complex information management projects at the enterprise level.
• Extensive Experience in planning, evaluation, analysis, design, implementation and integration of enterprise products in a large, diverse computing and telecommunication environment.
• Experience in supervising and coaching staff and consultants on an ongoing and/or project basis.
• Experience providing technical support in a large, diverse computing and telecommunication environment, including large and mid-range servers, client computing, enterprise directory solutions, enterprise printing management systems, enterprise backup solutions, enterprise database management systems and enterprise messaging systems;
• Experience in IT Infrastructure and Operations in Amazon Web Services, Microsoft Azure, Office 365, Service Now, Network Security and ITIL.
• Experience of E-service/E-business infrastructure project and migration of on premise application and infrastructure to Cloud based solution are essential for this position would be considered an asset.
• Experience with Cloud computing, SDI (Software Defined Infrastructure), SDN (Software Defined Networking) and Internet security related technologies, including but not limited to hardware, software and appliance solutions, high availability and load balancing technologies, multitasking and multithreaded configurations, local and wide area networks in both wire and wireless environments would be considered an asset.
• Experience in programming and scripting skills (e.g. JAVA, Python, Powershell, Bash, Ruby, Perl, Javascript etc) would be considered an asset;
• Ability to establish and maintain an effective consulting relationships with divisional clients and vendors with a strong customer service orientation;
• Ability leading the technical change process from planning and implementation perspectives.
• Excellent problem solving, leadership, facilitation, interpersonal and communications skills.
• Ability to work under pressure independently as a leader and/or cooperatively as a team member.
• Knowledge and understanding of provincial and municipal information models and operations an asset;
• Must be able to drive and travel across various office locations within the City;
• Familiarity with government legislation in the area of occupational health and safety

Tech Stack

• AWS
• Azure
• Cloud
• Java
• JavaScript
• Perl
• Python
• Ruby