18 Jan
Tundra Technical Solutions
Toronto
Senior Technical Support Specialist (Network Operations Lead)
JOB SUMMARY:
Reporting to the Manager of Cloud and Infrastructure Services and supervising the Internet Services team, the Senior Technical Support Specialist 1 will be working within a large corporate technology services environment consisting of thousands of workloads, high-capacity compute and storage systems; enterprise directories, databases and messaging systems; system and security management tools. You will work with business units, technical staff and users to design and implement corporate-wide Technology Services strategies, policies, standards and guidelines to support the CLIENTS business and service delivery objectives.
In this role you will lead a team of Internet Services, Security and Network specialists in providing implementation, operations, project review and integration, service development and advanced troubleshooting of all aspects of perimeter security and network ingress/egress. As a leader of the team, you will coordinate and supervise the activities of the team including administrative functions and purchasing activities, manage the operation and maintenance of the CLIENTS perimeter Internet service platforms (firewalls, proxies, load balancers, gateways), direct the design and construction of upgrades and enhancements of enterprise technologies and ensure the secure integration with cloud and Internet based systems.
MAJOR RESPONSIBILITIES:
Your primary responsibilities as a Senior Technical Support Specialist 1 will be varied.
Specifically, you will:
- Designs, architects, analyzes and implements detailed plans and recommends policies/procedures regarding program specific requirements.
- Supervises, motivates and trains assigned cross divisional project staff, ensuring effective teamwork,
high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
- Supervises the day to day project operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and co-ordinates vacation and overtime requests. Monitors and evaluates staff performance, salary increments, hears grievances and recommends disciplinary action when necessary.
- Provides input into and administers assigned budget and purchasing, ensuring that expenditures are controlled and maintained within approved budget limitations.
- Develops, manages and reports on detailed project plans. Ensures effective corporate standard system security and internal processing controls (audit controls) are maintained.
- Impacts change management for both hardware and software,
and manages vendor relations in the case of external hardware, systems software, network and/or service acquisitions. Provides risk assessment and it's potential impact on enterprise systems and users.
- Ensures timeliness and completion of corporate projects by providing project management, project and financial planning. Influences project scope monitors critical success factors, co-ordinates projects resources and reports on project milestones/deliverables.
- Leads in the preparation of Request for Proposal (RFP), Request for Quotation (RFQ), and Request for Information (RFI) and participates in the evaluation and selection of technical solutions.
- Provides advice and consultation to business users and other technical staff to determine requirements, research on solutions, evaluate alternatives, and to recommend policies, data integration, data security,
network infrastructure, common software required, and the final product acquisition.
- Leads technical project teams comprised of members from other department and/or sections of the division, to determine requirements, research, evaluate, develop and/or acquire, implement and provide technical support for enterprise software products to support business requirements.
- Provides senior level support of the enterprise software and hardware installation, upgrades, configuration, account management, security administration, capacity planning and performance tuning.
- Performs hardware, software, appliance and related tools installation, configuration, maintenance and upgrades. Also, performs account management, system monitoring and security services on the systems. This includes the creation of CLIENT wide policies and standards,
and enforcement of the standards relating to users account creation and the access permissions for the users.
- Provide enterprise wide backup and disaster recovery services to meet the business recovery requirements. Responsible for the capacity planning, security measurement, and performance tuning of the overall infrastructure, including Internet, Intranet and Extranet environments.
- Establishes CLIENT wide standards related to the operability and high availability of corporate data center software/hardware products through the identification and resolution of service or performance problems and initiates changes to enhance problem avoidance.
- Reviews, evaluates, recommends and comments on emerging technologies and business innovation for improving service, reducing costs and enhancing efficiency on internal service improvement,
cost efficiencies to the public.
- Works with highly confidential information; available 7x 24 while on-call to respond to critical page alerts.
QUALIFICATIONS/CERTIFICATIONS:
Your application for the role of Senior Technical Support Specialist 1 should describe your qualifications as they relate to:
- Post-secondary degree or diploma in Computer Science/Engineering or a related discipline (or an approved equivalent of education and/or work experience).
- Extensive experience in leadership of a project/team or supervisory experience required to direct, train, coach, and to motivate a diverse team of employees to achieve optimal results in a fast-paced service-oriented environment.
- Extensive experience in IT Infrastructure and Operations with applied experience in an IT production, systems management or development environment.
- Considerable experience in information systems security, risk management and/or IT-related function with emphasis on Information and Data Protection, Infrastructure, Identity and Endpoint Security, Security Intelligence and Analytics.
- Considerable experience with designing, deploying and operating firewalls, proxies, load balancers, gateways and remote access systems in a large corporate environment.
- Considerable experience with designing and implementing security solutions for integration of on-premises and Cloud/Internet based systems is an asset.
- Experience with the Checkpoint and other firewall products is an asset.
- Experience with the Zscalar and other SASE products is an asset.
- Experience integrating SAML, OIDC, OAUTH is an asset.
- Excellent organizational,
financial and project management skills.
- Strong communication skills.
- Strong troubleshooting skills.
- Ability to handling multiple competing priorities while working on multiple, complex, highly visible projects
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