Description
This position will support all operational work related to hosting client applications in the shared hosting environment of the Government Services, Shared Utility Service (SUS). They will perform roles such as operations support and queue manager, service request fulfillment lead and configuration management.
Operational tasks including incident intake and triage, service request fulfillment, change request assessment and implementation, and general reporting and data analysis.
• Experience with middleware application suite such as but not limited to
o IBM WebSphere Application Server NDM and Liberty
o IBM DataPower
o Deployment Automation - Urban Code Deploy and Urban Code Velocity
o Middleware Monitoring tools e.g. ITCAM, Dynatrace
o Cloud technology including OpenShift, Kubernetes and Ansible
• Experience with ITIL Incident Management process
• Experience with ITIL Change Management process
• Experience with Remedy/eSMT or other service management tools
• Experience with reporting tools and data visualization e.g. PowerBI
• Demonstrate strong communication and problem solving skills
• Experience with standard MS office suite
• Demonstrate initiative and responsiveness
Experience and Skill Set Requirements
General Project Coordination and Communication
- Demonstrated experience coordinating projects and leading initiatives with technical and business stakeholders.
- Strong communication skills, with the ability to convey complex technical concepts in simplified terms for non-technical stakeholders.
- Excellent analytical and problem-solving capabilities, coupled with experience in change planning and implementation.
- Proficiency in Microsoft Office for process automation, data analysis, and report generation.
Service Management
- Expertise in ITIL best practices for Service Management (Incident, Problem, Change, and Configuration Management).
- 2+ years of experience managing the full lifecycle of incidents, problems, and service requests using tools like Remedy/eSMT.
- Experience analyzing and reporting on operational data to identify trends and optimize processes.
Middleware Support
- 2+ years of experience with systems administration of Oracle Solaris (Sun Solaris) and Red Hat Enterprise Linux (RHEL).
- 2+ years of experience with middleware environments, including IBM WebSphere Application Server/Liberty/NDM.
- Practical experience with DevOps methodologies and CI/CD tools like Jenkins, Urban Code Deploy, and Urban Code Velocity.
- Hands-on experience with OpenShift, managing containerized applications and ensuring scalable, flexible deployments.
- Expertise in secure file transfer protocols like Secure Transport and other FTP/SFTP systems.
- Operational experience with Ceph storage for data management and scalable storage solutions.
- General exposure to cloud technologies, network topologies (firewalls, load balancers, DNS), and development platforms like DataPower, Informatica, IBM MQ, and IBM ACE.
Public Sector Experience
- Experience working in public sector environments such as OPS, BPS, or similar government institutions.
Requirements
Must haves:
o IBM WebSphere Application Server NDM and Liberty
o IBM DataPower
o Deployment Automation - Urban Code Deploy and Urban Code Velocity
o Middleware Monitoring tools e.g. ITCAM, Dynatrace
o Cloud technology including OpenShift, Kubernetes and Ansible
• Experience with ITIL Incident Management process
• Experience with ITIL Change Management process
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