Description

The Operations Control Centre (OCC) team is responsible to monitor OPS Services and underlying infrastructure like mainframes, UNIX, Windows servers, storage and network devices 24/7/365 to ensure these are available as per defined SLAs by taking prompt necessary actions or escalating to Tier2/3 or vendors as needed. These services include critical, essential, time sensitive public facing applications, websites, systems, subsystems which are hosted in OPS Guelph, Kingston and regional data centres, some of them are as under:

• Integrated Courts Offences Network (ICON)
• Public Guardian Trust Account Management System (PGTAMS)
• Ontario Disability Support Program (ODSP)
• Personal Property Security Registration (PPSR
• Health Card Validation, Organ Donor Registry, Claims, payments and documents registrations.
• Registration and Licensing System of Ontario (RLSO) and internal services like Integrated Financial Information System (IFIS)
• Workforce Information Network (WIN)
• Enterprise Service Management System (eSMT) etc.

OCC Team is also responsible to provide onsite support in Main Computer Room, Justice and PKI cages as requested by Tier 2/3 SMEs working remotely for physical interventions to devices hosted in the data centres on regular basis or while working on high priority Incidents impacting OPS services.

OCC provides access to data centres to vendor support staff responding to hardware repair calls and escorts them during their visits and coordinate related parts deliveries

OCC also provide Smart Hands service for physical interventions to Co-Lo clients for their devices hosted in OPS data centres as directed by their SMEs working remotely and provide escorts to their vendors

We require a FFS to support above mentioned responsibilities professionally and in timely manner, using state-of-art tools to minimize impact on public and meet our SLAs with Co-Lo clients.

Description

Deliverable: Deliverable: Systems Deployment, Operations and Management.

Responsibilities:

• End to End monitoring of OPS Services and underlying infrastructure like mainframes, UNIX, Windows servers, storage and network devices 24/7/365 to ensure these are available as per defined SLAs by taking prompt necessary actions or escalating to Tier2/3 or vendors as needed. These services include critical, essential, time sensitive public facing applications, websites, systems, subsystems which are hosted in OPS Guelph, Kingston and regional data centres.
• Responding to high priority requests and Incidents. Participate in system recovery and service restoration efforts and meetings.
• Provide Operational system updates/upgrades, apply patches and address issues involved during these tasks.
• Initiating established recovery and or escalation procedures.
• Implementing Change requests for mainframe, midrange and network Platforms.
• Ensuring Service level commitments to ITS clients and stakeholders and broader public sector agencies are met.
• Participating in developing and delivering related training communications and procedural documentation.
• Participates in departmental initiatives such as Shift left and Agile monitoring.
• Participate in Yearly Systrust Audit.
• Participates in semi Annual Disaster recovery exercises.

SkillsExperience and Skill Set Requirements

Evaluation Breakdown

1. Experience supporting large ZOS mainframe systems - 25%

Using specific examples, please describe the experience that you have supporting large ZOS mainframe systems.

Parameters:

5-8+ years of demonstrated experience supporting large zOs mainframe systems.

2. Knowledge with Unix and Wintel servers and Network Peripherals - 25%

Using specific examples, please describe your demonstrated knowledge with Unix and Wintel servers and Nework Peripherals.

Parameters:

5-8+ years of demonstrated knowledge of server OS hardware components and end to end system management.

3. Incident and Change management - 5%

Using a specific project, please describe how you demonstrated Incident and Change Management activities with strong documentation and communication skills.

Parameters:

• Demonstrated of Incident and Change Management activities.
• Demonstrated ability for strong documentation and writing skills.
• Demonstrated experience in presentation, verbal and written communication skills.

4. Knowledge of System and Application Monitoring Tools - 5%

Using specific examples, please describe your demonstrated knowledge of System and Application Monitoring Tools.

Parameters:

Demonstrated knowledge of infrastructure monitoring and performance tools.

5. Knowledge of Service Management Tools such as eSMT, CIT, Remedy and ITIL - 5%

Using specific examples, please describe your demonstrated knowledge of Service Management Tools such as eSMT, CIT, Remedy and ITIL.

Parameters:

Demonstrated knowledge of Service Management Tools such as eSMT, CIT, Remedy and ITIL.

6. Knowledge of Communications, Collaborations and analytics tools - 5%

Using specific examples, please describe your demonstrated knowledge of Communications, Collaborations and analytics tools.

Parameters:

Demonstrated knowledge of OS365 Suite of products and Power BI.

Supplier Comments

Closing Time/Date: 2024-10-28, 4:00 p.m. EST

Max submission: One (1)

5 days onsite at the Guelph location (1000 Southgate Drive)

Must Haves -

5-8+ years of demonstrated experience supporting large zOs mainframe systems.

Service Management Tools such as eSMT, CIT, Remedy and ITIL.

OS365 Suite of products and Power BI

Nice to Have -

ITIL Certifications