Systems Operations Analyst

Job Summary
Reporting to the Senior Manager, Technology Operations, the Systems Operations Analyst is responsible for delivering operational integrity, stability and reliability to critical systems and applications.

Duties & Responsibilities

Install, configure and maintain AWS infrastructure and services
Setup and maintain infrastructure and system monitoring and alerting
Deploy, configure and support applications and services on server and serverless infrastructure
Prepare Change Requests and Methods of Procedures (MOPs) for all work to be performed, and maintain a record of all changes and implementations
Respond and resolve incidents relating to AWS infrastructure that are affecting services and applications, in accordance with our predefined Service Level Agreements (SLAs), escalating internally or to third-party vendors as required
Ensure continuous operations of cloud infrastructure through auto-recovery and/or elasticity procedures
Provide and maintain automated solutions for repetitive ongoing operational tasks and processes.
Provide automated processes for implementations, system integrations, and routine maintenance
Work closely with DevOps to provide automated deployment process for applications and services
Interact, coordinate and work cooperatively with internal stakeholders and third-party application and software vendors for new deployments or to deploy fixes as required
Work in conjunction with IT Security to ensure adherence to security and compliance requirements
Work closely with the Information Systems team to build and maintain accurate system, application and infrastructure documentation
Provide second level support as required during operational disruptions to the Help Desk team
Participate in post incident reporting (PIR) analysis and deploy fixes as necessary
Participate in after hours, on call rotation
Actively participate in Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
Perform other related duties as required

Behavioural Competencies

Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
Teamwork: Working collaboratively with others to achieve organizational goals.
Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications

2+ years supporting AWS infrastructure and services
2+ year scripting experience
Experience with implementing, supporting and monitoring servers and applications in both Windows and Linux environments
Experience integrating applications and systems
Experience setting up multiple environments for testing and development purposes
Configuration Management experience an asset
Infrastructure as code experience an asset
Ability to work on multiple projects with multiple deadlines
Excellent collaborator with strong communication skills
Ability to communicate clearly with business users and project management
Excellent documentation skills
Excellent organizational skills & attention to detail
Strong problem determination and solution skills
Ability to travel when required (including travel to US destinations)
Availability to work off hours (including evenings, weekends and holidays) if required
Bachelor’s degree or diploma in Information Technology/Computer Systems (or equivalent experience)