Hybrid TOC Analyst

at Bulletproof

• Job title: TOC Analyst
• Job type: Contract
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Postgraduate Degree
• Location requirements: Hybrid, Fredericton, Canada

About the role

• TOC Analyst managing incident response and system monitoring in a hybrid role for Bulletproof. Collaborate in a supportive team environment with opportunities for growth.

Responsibilities

• Continuously monitor IT infrastructure, network systems, and applications for anomalies and performance issues using various monitoring tools.
• Analyze and triage incoming alerts to identify and assess the severity of incidents.
• Initiate and manage incident response processes, including escalation to specialized teams when necessary.
• Document and track incidents, including actions taken and resolution details.
• Perform initial diagnostics and troubleshooting of technical issues related to hardware, software, and network components.
• Provide timely and effective support to end-users and internal teams to resolve technical problems.
• Coordinate with other technical support teams, vendors, and service providers to address and resolve complex issues.
• Regularly review and analyze system performance metrics to identify potential improvements and optimize system performance.
• Implement and monitor performance tuning and maintenance activities to ensure optimal operation of IT systems.
• Update your team lead on any potential documentation improvements you notice and any process adjustment that may be needed.
• Generate and analyze reports on system performance, incidents, and resolution times to identify trends and areas for improvement.
• Act as a liaison between different technical teams, management, and end-users to facilitate effective communication and collaboration.
• Provide clear and concise updates on incident status and resolution progress to team members during shift change as well as periodic updates to the team lead.
• Adhere to organizational policies, procedures, and best practices related to IT operations and security.
• Ensure compliance with relevant regulations and standards in all operational activities.
• Participate in post-incident reviews and contribute to the development of preventive measures and process improvements.
• Stay current with emerging technologies, industry trends, and best practices to enhance TOC operations.
• Continuously enhance your technical skills and knowledge through professional development opportunities.

Requirements

• A post-secondary education in Information Technology or another relevant field is required.
• 1-3 years of experience is required.
• Experience working for a Managed Service Provider (MSP) is an asset.
• Familiarity with ITIL processes is an asset.
• Ability to troubleshoot complex issues in a systematic and efficient way.
• Ability to work effectively both independently and as part of a team.
• Strong customer service skills.

Benefits

• Comprehensive Health, Dental, and Vision Insurance
• Optional Health 100% Employer Paid Health and Dental Plan
• Vacation Time
• RRSP Savings Plan with 100% match up to 3% of your salary
• Annual Discretionary Bonus
• Anniversary Reward Bonus
• Educational Assistance Program
• Additional Mental Health Benefits through our Employee Assistance Program