Responsibilities Provide planning, consulting, technical analysis, design, deployment, development, testing, implementation, maintenance, upgrades and daily support of middleware products. General Skills Experience with applications servers

Skills for this position include but not limited to: 

Operational Support – Queue Management 

• Ensure that all SUS operational support requests are assigned and actioned in compliance with service level targets 

Operational Support - Incident Management 

• Review submitted incident tickets to ensure completeness of information 
• Provide basic triage and assign to Tier 3 specialists as required 
• Monitor tickets to ensure compliance with service level targets 
• Provide support in closing/resolving tickets where required 
• Provide reports on current status of assigned tickets 
• Provide historical reports on volume, performance, trends, etc 

Operational Support - Service Request Fulfillment 

• Complete standard service requests in support of SUS clients such as: 
• Password administration 
• Account administration (add/delete/modify) 
• Access to tools such as monitoring, automated deployment, log analysis, etc. 

 Roles and Responsibilities 

This position will support all operational work related to hosting client applications in the shared hosting environment of the Shared Utility Service (SUS). They will perform roles such as operations support and queue manager, service request fulfillment lead and event monitoring lead.  

The Middleware Administrator Analyst has expertise in Middleware services and technology such as application hosting services, WebSphere, infrastructure configuration, network services and cloud services. This position will provide support for the larger SUS team in hosting and supporting 200+ Java applications.   

Operational tasks including incident intake and triage, service request fulfillment, change request assessment and implementation. 

 Skillset: 

• Experience with middleware application suite such as but not limited to: 
• IBM WebSphere Application Server/NDM/Liberty 
• IBM DataPower 
• Deployment Automation 
• Middleware Monitoring tools e.g. ITCAM 
• Cloud technology including Kubernetes/Ansible 
• Experience with ITIL Incident Management process 
• Experience with Remedy/eSMT or other service management tools 
• Demonstrate strong communication and problem solving skills 
• Experience with standard MS office suite 
• Demonstrate initiative and responsiveness 

Experience and Skill Set Requirements 

General Coordination and Communication - 30% 

• Experience with coordinating initiatives with both technical and business stakeholders   
• Excellent verbal communication skills; ability to explain complex, highly technical information to non-technical colleagues using clear, simple language 
• Excellent analytical and problem-solving abilities 
• Experience with planning and implementation of changes 
• Experience creating and maintaining documentation for operational procedures 

Service Management - 10% 

• Experience with ITIL best practices for IT Service Management including: 
• Change Management 
• Incident Management 
• Problem Management 
• Configuration Management 
• Experience with Remedy/eSMT or other service management tools in an IT support environment 
• 2+ years of hands-on experience managing incidents, problems and service request through the lifecycle. Including documenting, tracking and monitoring to ensure timely resolution in line with SLAs 
• Experience with reviewing data and producing analyses, reports, and data visualizations 

Middleware Support - 55% 

• Experience with handling fluctuating workloads, conflicting priorities and concurrent activities in an IT support environment 
• 2+ years working experience with Oracle Solaris (Sun Solaris) and/or Red Hat Enterprise Linux (RHEL). 
• 2+ years working experience with IBM WebSphere/Liberty/NDM 
• 2+ years technical working experience in supporting application/web servers  
• 2+ years working experience with DevOps and CI/CD concepts and tools e.g. Jenkins/Ansible, etc. 
• Experience with Managed File Transfer systems or FTP/SFTP system is an asset 
• Experience with using tools to automate processes 
• Development experience or exposure to DataPower platform is an asset 
• Development experience with Informatica, IBM MQ, IBM ACE is an asset 
• General exposure to cloud based computing solutions and concepts 
• General exposure to network topologies (firewalls, load balancers, DNS) 

Public Sector Experience - 5% 

• Experience working within the OPS, BPS or other government would be preferred 

Max submission: 1 (one)

Hybrid: 3 Days onsite / 2 days remote

Must Have:

• IBM WebSphere Application Server/NDM/Liberty
• Deployment Automation
• Middleware Monitoring tools e.g. ITCAM
• Cloud technology including Kubernetes/Ansible/Jenkins and CI/CD concepts
• Experience with ITIL Incident Management process
• Experience with Remedy/eSMT or other service management tool