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Tech Specialist, Security Compliance


Toronto, Canada

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Application Support with network experience
1 member = day worker with oncall support ability

Roles and Responsibilities:

Provide a Global Network Management Service for customers to outsource the management of their networks. A part of this service is the provision of a suite of Network Management tools.
Separate, independent, UK Based instances of this service are also provided specifically for the use of UK public Sector clients.
The application Support Engineer will be part of a small team responsible for the configuration and ongoing support of the mainly web based Network Management tools for one of these secure instances. Ideally the candidate will already have SC clearance and a willingness to undergo further DV clearance, which is a prerequisite.
These are zero outage platforms so the candidate will need to have to gain a good understanding of the whole application suite and should also aim to become a subject matter expert for one or more applications.
It is expected that the candidate will have well developed
diagnostic, communication and analytical skills across a range of technologies in order to maintain continuity of this service.
Out of hours on-call is required, including weekends. Note that access for any remedial action is only permitted from within the secure facilities on site.
Technical Delivery
Capacity Management
• Monitoring, planning and implementation of application capacity
• Backup for other team members in case of non-availability

Incident Management
• Ensure that incidents are resolve and logged within defined SLA parameters
• Perform on-call duties within a defined rota

Problem Management
• Overall technical ownership for designated applications
• Security, Change and Problem Management responsibilities

Change Management
• Coordination with application owners and change managers
• Implementation of changes within defined parameters

• Available as an escalation point to assist team members
• Identification of technical resource to support escalations

Business acumen
• Fluent English
• Ability to work in a small team
• Understanding of business environment, processes and organization.
• Strong interpersonal skills
• Ability to work in a matrix environment
• Ability to follow project plans and work with project managers and application owners

Key Competencies and Skills:

Required Skills:
• security clearance required
• Canadian national .
• Must have at least 3-5 years network experience.
• Cisco CCNA or other equivalent professional level of certification
• Knowledge of Cisco or HP routers and switches technologies is a must.
• Knowledge in at least one more technology (Load balancers, proxy servers, wireless, voice etc.)
• Has sufficient depth and breadth of technical knowledge to design and scope multiple
• Deliverables across a number of technologies.
• Degree in Computer Science, Telecommunication or equivalent.
• Excellent coordination and communication skills.
• Experience in project related activities.
• Fluent in English.
• Team Player.
• Ability to adapt to changing requirements
• Inquisitiveness and a “thirst to learn”
• Ability to think through and resolve complex issues
• Production application support
• Knowledge of Change and Incident Management processes
• Knowledge of basic programming techniques
• Knowledge of one or more of SQL, PHP, Perl or shell programming
• Strong Knowledge of Linux and/or Windows administration
• Oracle/MySQL database support

Desired Skills:
• Good analytical and troubleshooting skills
• Firewall, Load balancer. Wan acceleration and Wireless experience / certification an advantage
• Experience of
a. Event Management Applications
b. Performance Management Applications
c. Configuration Management Applications
• Experience of advanced programming languages such as Java

• Understanding of 24x7 mission critical enterprise computing environments and the impact of service disruption on a company’s bottom line
• Network Address Translation (NAT) and Port Address Translation (PAT)
• IPS/IDS understanding
• Working knowledge of data communications: premise cabling (Cat5/6), fiber optics, and peripherals.
Proven experience leading complex network issue resolution
• A thorough understanding of network design and components associated with LAN, WAN, and Datacenter environments.
• Must be able to create detailed multi-vendor design and configurations. Working knowledge of Command Line instructions.
• Must be able to work on multiple projects/ activities concurrently.
• Have excellent oral and written communication skills including the ability to communicate complex technical information in a concise and articulate manner.
• Be flexible and creative to adapt to environments where functional and business objectives evolve and change rapidly
• Be a capable individual contributor with ability to work with other departments and coordinate activities. Strong customer service skills are essential.
• Familiarity with the TCP/IP protocol stack, how information flows between the layers and what that means in an Enterprise and Data Center network environments.
• Be organized and proficient with accounting for time, billing specifics, and company reporting activities.
• Very proficient with Visio, Excel, and other MS Office products.

Education and Qualifications:

Understanding of IT Service Management (ITSM) and IT Infrastructure Libraries (ITIL) processes
A recognized formal qualification in a computer related subject is preferred. Significant relevant work experience is however essential.

Additional Information:

Speaks English