Specialist, Technical

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.

• Fully paid medical, dental and vision coverage from your first day

• a health care spending or wellness spending account

• a premium defined benefit pension plan

• three personal days and two float days annually

• three weeks' vacation to start (for individual contributors), increasing to four weeks after two years

• career development opportunities

• a collaborative values-based team culture

• a wellness program

• a hybrid working model

• participation in Communities of Inclusion

Want to make a difference in your career? Consider this opportunity.

The Specialist, Technical will aid in the continued evolution of the infrastructure hardware and software ensuring supportability, scalability, robustness, and performance within Ontario Health's state of the art infrastructure. The incumbent will act as a member of the team across varied technologies providing software and hardware life cycle management. This role is responsible for providing 7 x 24 operational support in a highly available, critical, and secure environment. This position interacts with stakeholders and technical teams to maintain a mission critical infrastructure.

Here is what you will be doing:

• Provide first-level technical support to clients using Hybrid, AWS Cloud and On-Prem Datacenter hosted services.

• Troubleshoot and resolve issues related to Hybrid Infrastructure - On Prem and AWS infrastructure, including EC2, S3, RDS, CodePipeline, CloudWatch, WebSphere Application Server and WebSphere Liberty, NGINX+, IHS (IBM HTTP Server), Docker, Redis, Informatica, Cognos, LDAP, GitLab

• Monitor and maintain Hybrid On-Prem and AWS environments to ensure optimal performance and availability

• Collaborate with senior support specialists to escalate and resolve complex issues.

• Document and track support requests, resolutions, and follow-up actions.

• Stay up-to-date with the latest Cloud and Datacenter technologies, best practices, and industry trends.

• Participate in training sessions and workshops to enhance technical skills and knowledge.

• Works with peers to ensure delivery of project and service level objectives.

• Provides alternative solutions to solve technical and some business problems.

• Responsible for service quality for their contributions for assigned work.

• Works with internal stakeholders to understand business needs across OH and their impact to specific products/portfolios.

• Provide feedback to peers and leaders on any process improvement opportunities.

• Participates with the team in any change activities.

• Works with a medium level of autonomy based on direction from a lead and/or management. Follows set objectives and supports scenarios and proactively actioning and resolving issues with minimal supervision.

• Makes decisions that have limited/moderate impact where errors could impact patient care.

Here is what you will need to be successful:

Education and Experience

• College diploma program or recognized equivalent.

• 3 - 5 years of experience in product/service/technology/health care domain(s).

• Knowledge of administration tools such as O365 suite.

• Strong knowledge of workflow tools such as BMC Helix (Remedy) or other case management and ticketing systems. Experience with server administration.

• Knowledge of scheduled maintenance and deployment/release/patching activities. ITIL certification V3 / V4 Foundation preferred.

• Good understanding of tools and techniques for managing changes, incidents, and problems (BMC Helix or another similar tool).

• Knowledge and understanding of service Roadmaps.

• General knowledge of any or all of the disciplines such as:

(1) Data Centre technologies, cloud hosting and Hosting methodologies Iaas, Saap, Paas;

(2) Hosting, including monitoring solutions, compute, storage and backup, network, resiliency/recoverability, information assurance (e.g. archiving), security, common services (e.g. DNS), enterprise management, virtualization, cloud; and,

(3) Knowledge and General understanding of : EC2, S3, RDS, CodePipeline, CloudWatch,WebSphere Application Server and WebSphere Liberty, NGINX+, IHS (IBM HTTP Server), Docker, Redis, Informatica, Cognos, LDAP, GitLab

• Knowledge of Ontario Health IT systems to ensure product dependencies are identified and managed.

• Knowledge of disciplines such as Business practices, Applications, Information, Infrastructure, Privacy and/or Security.

• Strong knowledge of organizational processes and business models.

Key Competencies

• Analytical and problem-solving skills to resolve technical and business issues, address conflicts, troubleshoot problems, and monitor system indicators.

• Experience and knowledge in support Hybrid infrastructure and direct experience with AWS cloud hosting is an asset

• Knowledge and Familiarity with Linux CLI, containers

• Proficient communication skills, both verbal and written, to engage with end users professionally and prioritize customer service; able to coordinate with internal business stakeholders and technical personnel to effectively resolve technical issues.

• Ability to monitor applications, hardware, systems, and networking.

• Ability to conduct technical troubleshooting/triage using a variety of tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, network and operational) problems.

• Ability to monitor system indicators to ensure they don't reach a critical level resulting in outages to determine proper operations thresholds and appropriate level of escalation.

• Ability to understand and translate tactical and operational business service levels commitments.

• Ability to apply IT privacy and security standards, principles, and regulations applicable to day-to-day operations specific to the role.

• Ability to work on, prioritize and deliver work items according to agreed-upon timelines amidst constantly changing priorities.

• Ability to work directly with end users in a professional, customer service-centric manner to fulfil requests and troubleshoot issues.

• Ability to understand various types of business, privacy, security and financial risks and to collaborate with peers and senior specialists to define mitigation strategies.

• Collaborate with peers and other technical and product teams to resolve issues and problems and to resolve business rules, information and application conflicts involving shared services, applications, and resources.

• Capacity to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically within product/project team.

• Ability to work at a medium level of autonomy based on direction from a lead and/or management.

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