TOC Analyst

Bulletproof Solutions Inc•Moncton, NB

5d•CA$47,601 - CA$51,350

About The Position

Bulletproof is seeking a TOC Analyst to join our Technical Operations Centre within our Managed Services department. This role will require working in a 24/7 environment, including nights, weekends, and holidays. Each of the shifts will be 12 hours. This position takes place in a supportive team environment with many opportunities to learn and grow.

Requirements

A post-secondary education in Information Technology or another relevant field is required.
1-3 years of experience is required.
Ability to troubleshoot complex issues in a systematic and efficient way.
Ability to work effectively both independently and as part of a team.
Strong customer service skills.

Nice To Haves

Experience working for a Managed Service Provider (MSP) is an asset.
Familiarity with ITIL processes is an asset.

Responsibilities

Continuously monitor IT infrastructure, network systems, and applications for anomalies and performance issues using various monitoring tools.
Analyze and triage incoming alerts to identify and assess the severity of incidents.
Initiate and manage incident response processes, including escalation to specialized teams when necessary.
Document and track incidents, including actions taken and resolution details.
Perform initial diagnostics and troubleshooting of technical issues related to hardware, software, and network components.
Provide timely and effective support to end-users and internal teams to resolve technical problems.
Coordinate with other technical support teams, vendors, and service providers to address and resolve complex issues.
Regularly review and analyze system performance metrics to identify potential improvements and optimize system performance.
Implement and monitor performance tuning and maintenance activities to ensure optimal operation of IT systems.
Update your team lead on any potential documentation improvements you notice and any process adjustment that may be needed.
Generate and analyze reports on system performance, incidents, and resolution times to identify trends and areas for improvement.
Act as a liaison between different technical teams, management, and end-users to facilitate effective communication and collaboration.
Provide clear and concise updates on incident status and resolution progress to team members during shift change as well as periodic updates to the team lead.
Adhere to organizational policies, procedures, and best practices related to IT operations and security.
Ensure compliance with relevant regulations and standards in all operational activities.
Participate in post-incident reviews and contribute to the development of preventive measures and process improvements.
Stay current with emerging technologies, industry trends, and best practices to enhance TOC operations.
Continuously enhance your technical skills and knowledge through professional development opportunities.