Systems Operator - L3
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Job Description
Who we are:
For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.
Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact and be recognized for it.
We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.
We encourage you to apply if your qualifications and experience are a good fit for any of our openings.
Your role:
The Systems Operator - L3 will focus less on the day-to-day operational tasks and focus more on more complex tickets and developing solutions for ongoing service issues. They will also take on mentoring other members of the team by providing guidance on difficult tasks and following up on improvements.
Your responsibilities:
- Evaluate existing systems and/or user-needs to design, recommend, and implement value-add changes while keeping compliance and security policies in mind (continuous improvement)
- Work with the Team Lead and other senior team members in formulating and implementing innovative techniques for achieving and maintaining a high level of customer satisfaction in conjunction with organizational effectiveness
- Automate day-to-day manual activities (primarily in PowerShell) and maintain the existing automated processes, procedures, and systems (experience with using different APIs is an asset)
- Provide guidance and directions to fellow team members on day-to-day technical and non-technical requests
- Act as point-of-contact for escalated issues and requests (complex tickets, automated workflow fixes, etc.)
- Monitor, identify and find solutions to issues on critical tools/services maintained by the Sys Ops team
- Develop and maintain system use guides, run books, and other operational documentation as needed
- Identify, troubleshoot, diagnose, and correct systems-related issues as they arise (Sys Administrator tasks such as server provisioning and configuration)
- Works with Systems Administrators to evaluate and solve advanced technical problems
- Perform senior team member duties when needed, including arranging knowledge-sharing sessions for the team, demos for NEW procedures/tools & hosting weekly team meetings
- Manage and administer all IT Operations ticket queues (incidents & requests)
- Participate, or potentially lead, the coordination of incident response and resolution activities, as well as support root cause analysis, investigations, and follow-up on action items
About you:
- 5+ years of knowledge and working experience with Linux and/or windows
- Extensive experience with troubleshooting & resolving complex technical problems, management reporting, and documentation (How To, Processes and procedures, Method of Procedures)
- Proficiency in scripting languages such as PowerShell and experience using APIs
- Ability to take on internal operational initiatives as the owner and coordinator for Projects or large-scale items
- In-depth experience working in an environment with formally structured IT Operational processes: work request ticket management, incident management, change management, problem management
- Certification in service management (ITIL) is considered an asset.
- Adaptability in working with multiple teams and vendors on projects with varying degrees of flexibility
- Experience in provisioning, maintaining, and supporting virtual machines (VM) in a VMWare environment
- Experience with systems management software and/or service management tools and applications (ex. Satellite, IDM, AWX, VMWare, JIRA, Confluence, Jenkins, etc.)
- Demonstrated ability to work both collaboratively in a team environment as well as independently in an effective and organized manner in a complex and challenging environment
- Proven ability to self-manage and balance assigned work meeting deliverables as scheduled
Compensation:
Global Relay advertises the pay range for this role in compliance with British Columbia's pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.
The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, corporate bonuses, and an RRSP contribution matching program.
For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!
What you can expect:
At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.
Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.
We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.
We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it's flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.
To learn more about our business, culture, and community involvement, visit www.globalrelay.com.
