Systems Administrator Operations Support 9416

• Provides systems administration and systems operations support, including setting up user access, user profiles, backup and recovery, day-to-day computer systems operations.
• Perform software upgrades, apply patches, and provide customer interface to ensure requested changes are implemented, monitor computer workload trends and make adjustments to ensure optimum utilization of computer resources.
• Upkeep, configure, install and support the clients’ network and coordinate the various systems.

• Experience at the specified experience level setting up user access and user profiles, backup and recovery, and day-to-day computer systems operations
• Experience with one or more operating systems
• Experience with one or more hardware platforms
• Experience with information retrieval packages
• Experience with one or more communications protocols
• Experience with middleware and gateways
• Excellent analytical, problem-solving and decision-making skills; verbal and written communication skills; and interpersonal skills
• A team player with a track record for meeting deadlines

• Experience with distributed and networked systems Awareness of emerging IT trends
• Experience in one or more programming languages
• Knowledge and understanding of Accessibility for Ontarians with Disability Act (AODA) and related regulations and standards

• Job requires:
• Specialized technical application development knowledge in more than one field (e.g.: networks, mid-range server, related hardware and software, systems analysis, design, development, testing, implementation, installation, relational database technologies, operational techniques and methods for technology, data, applications, networking, and/or security) to plan, execute and evaluate very diverse application development activities which require analysis and interpretative reasoning and which may also be broad in scope; contribute technical knowledge to the vendor selection process; make technical recommendations; identify and refer problems, and provide viable options and solutions; provide draft procedures.
• Thorough knowledge of client's I&IT needs and business environment to define technical scope of work with Manager; develop specialized technical RFP specifications; assist in negotiating SLAs.
• Situational and project/operational/service management skills.
• Problem-solving techniques to provide leadership and solutions, which deal with complex application development problems efficiently and effectively.
• RFP and tendering process, contract management to ensure own input is compliant with corporate standards and client needs.
• Customer service techniques to provide data, reports, problem resolution, education/information.
• Change management, training and education, especially for non-technical or first-time users;
• Project/element, program and service costing and cost control.
• Examples of cluster applications can be seen at the end of this report.

• Job requires:
• Reasoning, planning, analyzing and assessing to ensure that very diverse and broad-scope application development needs are identified; technical work and services are planned, scheduled, monitored and evaluated, and that innovative solutions are provided for management and clients.
• Judgement to make timely and appropriately researched and evaluated recommendations; assign tasks; manage relationships.
• Team leadership to plan group work, and develop and encourage teamwork, good morale and high performance.
• Written and oral communications to write, explain and present complex technical reports and recommendations for non-technical audiences and/or decision-makers; establish effective working relationships and provide instruction for less experienced team members; negotiate with vendors; provide draft procedures.

• Ability to explain technical terms related to Application Support in non-technical terms.

• Identify and provide solutions to complex application development problems.
• Experience solving issues with contact center solutions including AWS products such as Amazon Connect (primary), ComputerTalk (Icebar application-secondary), NICE - workforce management applications (nice to have)
• Ability to acquire knowledge of program area, IT Systems and business environment.
• Perform software upgrades, apply patches, and provide customer interface to ensure requested changes are implemented, monitor computer workload trends and make adjustments to ensure optimum utilization of computer resources.

• Knowledge or gain knowledge in the Public Sector / OPS IT Service Management framework.
• Open to learning new Contact center solutions applications.

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