Technical Infrastructure Analyst

at  ICBC

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The Technology Operation Centre (TOC) has an opening for a permanent, full-time Technology Infrastructure Analyst. This position will provide leadership and senior level technical expertise to support the planning and managing of IT services to ICBC employees and business partners

As a Technology Infrastructure Analyst you will be responsible for:

• Team Lead for the Technology Operations Center (TOC) providing oversight, guidance, feedback, and technical expertise
• TOC focal point; representative for all initiatives such as: Transition to Operations, Systems Observability and Systems Performance Management, TOC playbooks
• Collaborating with cross-functional teams to enable the TOC to successfully provide support for ICBC infrastructure, platforms and applications
• Implement improvements for the Technology Operations Centre
• Identify and transition new work from ISD teams to the TOC
• Provide support for coordinating high priority incidents with a focus on reducing MTTR
• Onboard & train new team members while providing ongoing training & coaching to existing staff
• Review and follow up on TOC related events and ad-hoc work requests
• Review alerts, fine-tune monitoring, document alert handling procedures and identification of new alerting
• Produce and maintain clear and accurate operational documentation
• Plan and manage Technical Support Specialist schedule, ensuring adequate coverage 24x7x365
• Plan, organize and lead team meetings & ad hoc sessions

The successful candidate should have the following knowledge, skills and abilities:

• Strong Leadership skills, with the ability to guide, mentor and develop
• Excellent organizational abilities, self-motivation and adaptability
• Experience with observability tools such (e.g.;, Splunk, AKIPS, Nagios, SCOM, Dynatrace, AppResponse)
• Familiarity with ITSM best practices (ITIL, incident, problem and change management)
• Knowledge of server administration, virtualization & host technologies, monitoring tools, network
• Communications – technical/non-technical, via various channels and to various levels of audiences;
• Ability to handle multiple tasks in a dynamic environment with changing priorities

Your qualifications likely include post-secondary education related to information technology and several years of experience at progressive levels of responsibility in planning, supporting and managing computer technology.

ABOUT US:

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

• Team Lead for the Technology Operations Center (TOC) providing oversight, guidance, feedback, and technical expertise
• TOC focal point; representative for all initiatives such as: Transition to Operations, Systems Observability and Systems Performance Management, TOC playbooks
• Collaborating with cross-functional teams to enable the TOC to successfully provide support for ICBC infrastructure, platforms and applications
• Implement improvements for the Technology Operations Centre
• Identify and transition new work from ISD teams to the TOC
• Provide support for coordinating high priority incidents with a focus on reducing MTTR
• Onboard & train new team members while providing ongoing training & coaching to existing staff
• Review and follow up on TOC related events and ad-hoc work requests
• Review alerts, fine-tune monitoring, document alert handling procedures and identification of new alerting
• Produce and maintain clear and accurate operational documentation
• Plan and manage Technical Support Specialist schedule, ensuring adequate coverage 24x7x365
• Plan, organize and lead team meetings & ad hoc session