Reporting to the Manager – Systems, this role will provide first and second level support of the entire CTG NA – Systems product catalogue to users across many business divisions and in numerous CA and US sites. Additionally, the incumbent will assist the team in providing support globally and act as a liaison between the global team and the regional end users for certain products and processes. The incumbent will also be involved in the development process and will help implement, test and deploy new solutions, enhanced processes and/or procedures to manage issues.
Manage a fast-paced, and often critical, queue of support inquires, incidents and requests, and ensure that appropriate attention and feedback are provided at every step.
Identify and respond to incidents before, during and after normal business hours, including weekends, and act as the primary incident coordinator for the team, ensuring that the processes and procedures you help define are followed by everyone involved.
Communicate incidents, enhancements / change requests, and general inquiries about existing functionality between the regional end users, the regional development teams and the global teams.
Identify, develop, execute and communicate reports to help manage the systems, identify areas of concern/risk and report key performance indicators to the team, management and our clients.
Coordinate the setup and management of persistent monitoring of servers and systems with various Infrastructure teams, and establish a procedure for the entire team of how to manage and escalate alerts as they are raised.
Establish yourself as the primary contact for Systems escalations, and ensure that appropriate attention is given based on the priority of the incident. Communicate current state back to affected users as required by the severity of the issue, and forward escalations to other teams ensuring that an adequate response is received in a timely manner.
Develop enhancements to the administration systems and support processes / procedures as required to make usage, management and reporting easier for the entire team.
Identify areas where strategic enhancements could be made to our systems to solve reoccurring incidents, performance / usability issues, etc…, and assist the development team in designing, developing, testing and deploying the solution to end users.
Help the development team configure systems on new servers and upgrade existing servers, communicating changes and downtime / impact to end users as required.
Write and manage documentation / FAQ's / knowledge base articles to communicate information to end users and other teams where appropriate.
Work with other teams, especially Helpdesk and Service Management, to see where they can provide assistance in monitoring, management and escalation where required
Establish processes and procedures to manage issues until resolved, or in some cases develop strategies for long term management of issues that cannot be resolved.
Assist with training end users and other teams to resolve common questions or incidents
Skills and Experience:
Completion of related Post Secondary education or an equivalent combination of education and experience.
Excellent written and oral communication skills that allow you to communicate effectively with end users in a professional and helpful manner
Ability to quickly diagnose technical incidents and resolve with the tools readily available to you, or escalate with appropriate detail to other teams as required
Experience in a development team, specifically using a wide variety of technologies and users spanning a large geographical area with varying needs, a must
Solid knowledge and previous experience using SQL to query databases and write stored procedures, a must
Ability to interpret and understand source code and databases using a variety of technologies and tools, a must
Experience developing in VB.NET to create new applications and/or enhance existing applications, a plus
Ability to read, analyze, interpret and write general business processes and technical procedures, as well as documenting incident reports and solutions, including both short term corrective actions and long term preventive actions where applicable
Ability to write reports, business correspondence, and procedure manuals.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
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