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About the role
- TOC Analyst monitoring IT infrastructure and managing incident responses in a 24/7 environment. Supporting a collaborative team while optimizing system performance and ensuring compliance at Bulletproof.
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.
Requirements
- A post-secondary education in Information Technology or another relevant field is required.
- 1-3 years of experience is required.
- Experience working for a Managed Service Provider (MSP) is an asset.
- Familiarity with ITIL processes is an asset.
- 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.
Benefits
- Comprehensive Health, Dental, and Vision Insurance
- Optional Health
- 100% Employer Paid Health and Dental Plan
- Vacation Time
- RRSP Savings Plan with 100% match up to 3% of your salary
- Annual Discretionary Bonus
- Anniversary Reward Bonus
- Educational Assistance Program
- Additional Mental Health Benefits through our Employee Assistance Program
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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