Systems AdministratorOperations Support Specialist Intermediate
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Job Summary
Systems Administrator / Operations Support Specialist
Position Summary
We are seeking an experienced Systems Administrator / Operations Support Specialist to provide application support systems administration and operational support for enterprise contact center solutions. The successful candidate will be responsible for maintaining system stability troubleshooting complex application issues supporting production environments managing user access performing software upgrades and patching activities and ensuring optimal performance of business-critical applications.
This role requires strong technical expertise in contact center technologies AWS cloud services application support and systems operations. The candidate will work closely with business stakeholders technical teams vendors and service providers to resolve incidents implement enhancements and support ongoing operational requirements.
Key Responsibilities
- Provide day-to-day operational support for enterprise applications and contact center solutions.
- Administer user accounts profiles access permissions and security configurations.
- Monitor system performance workload trends and application availability to ensure optimal utilization of resources.
- Perform software installations upgrades patches and configuration changes in accordance with established procedures.
- Troubleshoot and resolve complex production issues incidents and system failures.
- Conduct root cause analysis and implement corrective actions to prevent recurring issues.
- Support backup recovery and disaster recovery processes.
- Collaborate with business users and technical teams to analyze and resolve application-related problems.
- Participate in change management release management and deployment activities.
- Coordinate with vendors and third-party service providers for issue resolution and system support.
- Develop and maintain operational documentation procedures and knowledge base articles.
- Provide technical guidance and support to team members and end users.
- Ensure adherence to service level agreements (SLAs) operational standards and security requirements.
- Participate in on-site operational support activities as required.
Required Qualifications
- Experience providing systems administration and operational support in enterprise environments.
- Strong experience supporting production applications and business-critical systems.
- Experience managing user access user profiles system security backup and recovery processes.
- Experience performing software upgrades patch management and system maintenance activities.
- Proven ability to identify troubleshoot and resolve complex application and system issues.
- Strong analytical problem-solving and decision-making skills.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical stakeholders.
- Experience working within structured IT service management and operational support environments.
Technical Skills
Contact Center Technologies
- Amazon Connect (required)
- ComputerTalk IceBar (preferred)
- NICE Workforce Management (preferred)
- Contact Center Operations and Support
Cloud & Infrastructure
- AWS Cloud Services
- System Monitoring and Performance Management
- Windows and/or Linux Administration
- Network and Distributed Systems Support
Application Support & Operations
- Incident Management
- Problem Management
- Change Management
- Release and Deployment Support
- Production Support
- Service Request Management
- User Access Administration
Additional Skills
- SQL and Relational Databases
- Middleware and Integration Technologies
- IT Service Management (ITSM)
- Vendor Management
- Documentation and Process Improvement
Preferred Qualifications
- Experience supporting Amazon Connect environments within AWS.
- Experience with contact center applications and workforce management platforms.
- Knowledge of Public Sector or Ontario Public Service (OPS) environments.
- Familiarity with ITIL and IT Service Management frameworks.
- Experience supporting enterprise-scale operational environments.
- Ability and willingness to learn new contact center technologies and applications.
Soft Skills
- Strong customer service orientation.
- Ability to work effectively in a team environment.
- Excellent organizational and time-management skills.
- Ability to prioritize multiple tasks and meet deadlines.
- Strong interpersonal and stakeholder management skills.
- Self-motivated with a proactive approach to problem-solving.
Work Environment
- Hybrid/Onsite role with required on-site presence (5 days onsite as needed).
- Collaboration with business users technical teams vendors and operational stakeholders.
- Support of mission-critical contact center and enterprise application environments.
Required Skills:
Mandatory Skills & Experience Cloud & Infrastructure Engineering Proven experience designing deploying and maintaining hybrid infrastructure environments across: Microsoft Azure Amazon Web Services (AWS) Linux-based environments SaaS solutions COTS solutions On-premises systems Strong experience with Windows and Linux server administration including: CentOS Ubuntu CoreOS Experience supporting modern web technology stacks including: LAMP MEAN Drupal Elasticsearch Experience with virtualization platforms storage solutions networking and enterprise infrastructure services. Strong understanding of cloud architecture frameworks technology assessments and cloud solution strategies. Identity & Access Management Experience managing and supporting identity and access controls using: Active Directory Microsoft Entra ID Enterprise IAM solutions Experience implementing authentication authorization and access governance controls. DevOps & CI/CD Automation Strong experience designing building and administering CI/CD pipelines for continuous integration and deployment. Experience with development and collaboration tools including: Azure DevOps JIRA Confluence Maven Jenkins Experience with Infrastructure as Code (IaC) and version-controlled deployments. Strong knowledge of DevOps methodologies automation frameworks and release management best practices. Experience with containerization and orchestration technologies including: Docker Kubernetes AKS / EKS Experience automating operational and compliance-related activities using: PowerShell Bash Python Programming & Scripting Hands-on experience with scripting and programming languages including: Python Bash PHP Java JavaScript Experience with build and configuration management tools including: Git Ansible Chef Puppet API & Integration Experience Experience building and consuming APIs and integration endpoints. Experience integrating cloud platforms enterprise systems and deployment pipelines. Understanding of enterprise integration architectures and service-based deployments. Security Monitoring & Compliance Strong understanding of infrastructure security cloud security and DevOps security best practices including: Least privilege access Secure logging Secrets management Vulnerability remediation Experience with security and monitoring tools including: Radware Dynatrace Splunk Azure Monitor / Log Analytics AWS CloudTrail / CloudWatch ELK Stack / SIEM solutions Experience implementing centralized audit logging and monitoring across enterprise platforms. Ability to support internal and external audits through reporting evidence gathering and log analysis. Experience supporting forensic investigations audit remediation and incident reviews. Familiarity with Government of Ontario I&IT Directives Policies and Information Technology Standards. Release Management & Operational Support Experience coordinating infrastructure and application releases across technical and business teams. Knowledge of change management processes deployment approvals rollback planning and release governance. Experience with release readiness reviews deployment validation and post-release monitoring. Ability to maintain release documentation operational records and audit artifacts. Project Management & Communication Strong project planning coordination and resource management skills. Experience with roadmap planning modernization initiatives and infrastructure investment planning. Strong stakeholder communication and cross-functional collaboration skills. Ability to explain complex technical concepts to business users leadership teams and non-technical stakeholders. Strong documentation reporting presentation and technical writing skills. Mobile Device Management Experience supporting mobile device management for cellular devices and tablets across multiple platforms and operating systems. Desirable Skills Experience supporting Government of Ontario enterprise environments. Experience with enterprise modernization and cloud transformation initiatives. Familiarity with enterprise governance compliance frameworks and audit readiness programs. Experience mentoring and coaching junior DevOps and infrastructure resources. Strong understanding of operational resilience disaster recovery and enterprise monitoring strategies. Additional Information Strong hands-on DevOps cloud infrastructure automation CI/CD security and enterprise release management experience is mandatory for this role.
