Primary Job Title: Network Analyst/ Senior IT Operations Analyst – NOC Shift Leader
Location: Toronto, ON (Onsite)
Shift/Work Schedule: Rotating 12-hour shift schedule (7 days a week/24 hours a day), i.e., 2 shifts (7 am-7 pm ET) & (7 pm-7 am ET). Candidate must be available to do both shifts as per the rotation/shift schedule.
Date Posted: 7/21/25
Employment Type: Contract (12+ Months)
Salary Range: C$45 - 50/hr

DEPARTMENT OVERVIEW:

The Operations Support Group (Network Operations) is a 24/7 dual-site coverage department responsible for frontline support of the bank’s network environment. The team monitors and responds to anomalies using advanced monitoring tools for the organization’s mission-critical infrastructure. We are seeking self-driven individuals who thrive in a detail-oriented, high-paced environment.

JOB DESCRIPTION:

The Senior IT Operations Analyst – NOC Shift Leader is a key role within the Network Operations Support Group, responsible for senior-level support of the bank’s network infrastructure. Responsibilities include BRP capabilities, incident response, and supporting components such as LAN, MAN, WAN, RLAN, Wireless, Firewalls, Load Balancers, and Optical solutions.
The incumbent will report directly to one of the Toronto-based NOC IT Managers and indirectly to other IT Managers, including the Team Leader based in Singapore.

QUALIFICATIONS:

• Strong team player with the ability to multitask in a dynamic environment.
• Excellent communication skills (verbal and written) to engage with internal teams and external vendors.
• In-depth knowledge of networking technologies (TCP/IP, Cisco, Firewalls, Load Balancers, Wi-Fi).
• Experience with monitoring tools such as SevOne, NetBrain, Infoblox, ExtraHop, and ThousandEyes.
• Strong analytical and problem-solving skills with the ability to diagnose second-level network issues.

EDUCATION & CERTIFICATIONS:

• Technology degree/diploma or equivalent work experience (Required)
• CCNP certification + 8 years’ experience in Network Operations/Production (Required)
• CCIE certification + 7 years’ experience (Preferred)

WORK EXPERIENCE:

• Minimum 8 years of experience in Network Operations or a similar production environment.

• Manage day-to-day shift deliverables under direction of the NOC Manager (Toronto/Singapore).
• Ensure smooth handover/takeover of work across shifts with clear documentation.
• Provide technical leadership and ensure compliance with NOC procedures.
• Ensure quality ticket updates, issue escalations, remediation practices, and automation usage.
• Collaborate with the floor manager on work intake, task prioritization, and issue resolution.
• Participate in incident calls (P2s), coordinate response, and support ongoing troubleshooting.
• Work with internal operational teams and vendors regularly.
• Prioritize and triage incidents based on criticality.
• Prepare and review performance metrics and reports with managers.
• Offer feedback, coaching, and performance input for team members.
• Assess and communicate process improvements and automation opportunities.
• Provide business-level updates for senior leadership.
• Create, review, and improve MoPs and internal documentation.
• Maximize use of automation tools and identify areas to reduce manual intervention.
• Report recurring alerts and explore ways to optimize system noise and alerting.
• Proficiently use Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Perform additional duties as required.