Specialist, IT Operations

FCT • Oakville, ON

2d • CA$92,300 - CA$112,900 • Hybrid

About The Position

We are continually searching for great talent; individuals who possess a deep commitment to the customers and markets we serve. If you would like to join a company that is committed to the success of each employee and offers challenge, purpose and the opportunity to grow both personally and professionally in a team-oriented environment, you'll enjoy a career with us! We understand that fostering a diverse and inclusive environment is critical for the success of our business, and we actively work towards it every day. As Specialist, IT Operations, your experience in IT operations, infrastructure, monitoring, and production support will be leveraged to support the stability, availability, and reliability of FCT’s technology services. You possess a strong understanding of operational support practices and help ensure that procedures, controls, documentation, and standards are consistently followed. You will support day-to-day IT Operations activities, incident and problem management, operational documentation, production readiness, ServiceNow process usage, and continuous improvement activities. You will work closely with the Team Lead, IT Operations, Manager, IT Operations, NOC, Service Desk, offshore support, infrastructure teams, application teams, Disaster Recovery stakeholders, project teams, vendors, and other IT partners to improve service stability, monitoring, triage, escalation, and resolution of operational issues. This role supports the Disaster Recovery function through assigned operational activities such as documentation support, runbook validation, escalation-path confirmation, participation in DR exercises when required, and follow-up on assigned DR-related action items. This role does not own Disaster Recovery strategy, governance, testing accountability, or enterprise recovery planning. This role reports to the Manager, IT Operations and receives day-to-day operational guidance from the Team Lead, IT Operations.

Requirements

• 5–7 years of experience in IT operations, infrastructure support, application support, technical services, or a related production-support role
• College diploma in Computer Systems Technology, Networking, Computer & Network, Computer Science, or equivalent work experience
• Strong experience supporting Microsoft-centric technology environments, infrastructure services, monitoring tools, and production-support processes
• Practical knowledge of incident management, problem management, change support, operational documentation, monitoring, escalation, and ServiceNow or similar ITSM tools
• Basic working knowledge of Disaster Recovery concepts, including recovery documentation, service dependencies, escalation paths, validation support, and assigned DR-related follow-up activities

Responsibilities

• Support day-to-day IT Operations activities across infrastructure, platforms, applications, monitoring, and supported technology services
• Monitor service health, investigate alerts, triage operational issues, and escalate or coordinate with appropriate technical teams to maintain service availability
• Participate in incident response, incident reviews, problem investigation, root-cause follow-up, and operational action tracking
• Review, maintain, and improve operational procedures, runbooks, knowledge articles, escalation paths, and operating documentation
• Support production-readiness and operational-handoff activities by helping validate monitoring, documentation, support ownership, escalation paths, and recovery procedures
• Support the Disaster Recovery function through assigned documentation, runbook validation, escalation-path confirmation, exercise participation, and DR-related follow-up activities
• Contribute to change execution discipline by supporting implementation activities, validating change outcomes, identifying operational risks, and escalating gaps in MOPs, rollback plans, monitoring, documentation, or support ownership
• Use ServiceNow and related tools to document work accurately, update incidents, problems, changes, tasks, knowledge articles, and assigned operational follow-ups

Benefits

• Employee and Family Assistance Program (EFAP)
• Wellness Essentials
• Group retirement savings plan with company match
• Paid holidays
• Generous paid time off
• Paid volunteer opportunities
• Charitable donation matching
• Employee recognition programs that include referral incentives
• Potential for performance-based incentives
• The opportunity to participate in our stock purchase plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree