About Compugen
Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.
If you are driven to make a difference, relentlessly curious and collaborative at the core, we'd love to talk to you. Join us and help us make a difference.
Reporting to the NOC Operations Manager, this highly organized, detail-oriented individual will be responsible for providing exceptional technical support to Compugen Managed Service Customers with prime focus on CIPW Infrastructure related issues. This individual will perform regular shifts on a rotational schedule, 7x24x365, monitor and resolve IT infrastructure elements in a timely manner. The NOC Operations Analyst will be joining a highly technical, Customer focused team that provides excellent responsive and knowledgeable support to Compugen MS Customers. The timely and professional response provided by Operations Analysts contribute to a positive Customer Experience and towards Compugen’s growth.
Duties and responsibilities
- This position is primarily responsible for monitoring system alerts, incident management, problem management and user escalations/tickets via monitoring and ticketing tools.
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Primary responsibility is to support Customer CIPW by handling issues in their Infrastructure environment using logic monitor as monitoring tool.
- Analyze service requests, incidents and problems, identify risks, provide recommendations, and implement solution within company defined SLAs.
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Document procedures to assist the NOC in better supporting the client and create Knowledge Articles by defining all steps with clear directions so that NOC team can follow best practices.
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Escalate P1/P2 issues to appropriate teams in case of critical alerts/outages. Follow escalation process by engaging IMs, DMs and Customer for speedy resolution using Everbridge.
- Should be flexible to work rotational shift to cover 24x7x365 shifts.
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Monitor and manage the ticket mailbox queue for the team to ensure work is delegated properly and tickets are closed in a timely manner.
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Enforce and follow Compugen ITSM policies, procedures, and best practices.
Qualifications & Skills
- Computer Science degree/Engineering degree or equivalent in real-world experience.
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Clear Understanding of Windows Server 2003, 2008, 2012, VMware, Hyper-V is required.
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Familiarity and working knowledge of monitoring tools such as ScienceLogic or Logic Monitor.
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Working knowledge of ITSM tools such as Cherwell, ServiceNow, Remedy.
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Knowledge of Cloud technology, Azure environment, Systems security, and Cyber Security.
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Certifications requirement includes CCNA, ITIL, AZ-900, AZ-104.
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Ability to multitask and work under pressure in an environment of change.
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Excellent written and verbal communication skills.
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Excellent customer service skills and a strong ability to diffuse tense customer situations and project a positive, confident outlook.
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Proficiency required in MS Word, PowerPoint, Excel, OneNote & Visio.
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Understanding of ITIL practices.
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Organization skills and a strong attention to detail.
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Self-motivated and resourceful with good interpersonal skills.
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Bilingual French is preferred.
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Ability to work in varying daytime, afternoon and night rotational shifts, Monday to Friday and weekends including statutory holidays. Applicable after 1 month of training period.
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Frequently assigned to changing priorities.
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Access to a vehicle and ability to drive. #LI-RB1
Equity Statement
Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish, and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs.
