Support Specialist in Sault Ste. Marie

Job Description

We are ready to take this game to the next level and need someone passionate to provide frontline operational support for OLG's production operations, infrastructure, and data centre environments.

The role executes and continuously improves operational procedures and automation activities, monitors systems and services, performs initial incident triage and recovery actions, supports major incidents, backup and recovery processes, and participates in production changes and implementations.

The incumbent contributes to the availability, stability, and continuity of business and technology services through proactive monitoring, timely response and escalation, operational support, and the ongoing enhancement of operational processes and practices.

This role requires working rotating 12-hour day or night shifts as part of a team to support 24/7 operations.

Your Role in the Game

• Execute and improve operational procedures, run automation scripts, and perform routine maintenance, installation.
• Monitor infrastructure, facilities, and service management tools on a continuous basis to identify operational events, alarms, and service degradation.
• Perform initial triage, address issues directly when possible or escalation issues in accordance with established procedures for resolution.
• Facilitate recovery, following resolution of incidents.
• Document and communicate outcomes and close resolved incidents.
• Provide operational support during major incidents, including gathering diagnostic information, executing recovery procedures, documenting actions taken, and supporting stakeholder communications as directed.
• Execute, monitor, and verify backup and recovery activities in accordance with established schedules and procedures.
• Escalate failures and assist with restoration activities as required.
• Participate in infrastructure changes and production implementations by completing assigned operational readiness, validation, monitoring, and post-implementation support activities.
• Monitor data centre environmental conditions including power, cooling, space, and equipment status and escalation abnormal conditions in accordance with established procedures.
• Provide operational and Service Desk support for critical incidents, urgent requests, and business-critical activities during assigned shifts and after-hours periods.
• Assist in monitoring Customer Care incident queues and responding to routine customer inquiries and requests.
• Escalate and document issues according to procedures and provide first line investigation to document and resolve or allocate incidents; provide updates on incident status.
• Assist with the tasks related to granting, monitoring, and reporting physical access controls under routine supervision.
• Follow established procedures and guidelines and help to create and maintain documentation to support the maintenance of the physical environment.
• Monitor compliance against agreed processes and investigate, assess and resolve incidents of non-compliance, escalating where necessary.
• Assist with storage management tasks such as provisioning. Help monitor storage performance and capacity, and documents storage utilization.
• Implement documented configurations for allocation of storage, installation, and maintenance of secure storage systems to identify operational problems, including security-related issues; contribute to their resolution.
• Assist in the operational configuration of network components and the investigation and resolution of network problems.
• Assist in the implementation of basic scripting and automation tools to streamline network support tasks and follow established safety, security and quality standards.
• Assist with system software administration tasks such as performance monitoring and resource usage and support the installation and configuration of system software.
• Receive and handle routine customer inquiries and requests and maintain relevant records to enable fulfilment or resolution; allocate unresolved calls, requests, or issues to appropriate functions.
• Contribute to the maintenance of customer service knowledge bases and documentation.
• Assist in monitoring customer satisfaction metrics.
• Apply a structured approach to develop and document a detailed continuity plan and disaster recovery plans.
• Support the development of a test plan and implementation of continuity management exercises.

Education & Experience

• Degree or diploma in Computer Science, Information Systems, Information Technology, or equivalent.
• 1-3 years of experience executing, supporting, and continuously improving operational procedures and production support processes.
• 1-3 years of experience developing, coding, testing, maintaining, or enhancing applications, automation solutions, scripts, and operational tooling to improve operational effectiveness, reduce manual effort, and increase service reliability.
• 1-3 years of experience monitoring, troubleshooting, and resolving technology incidents in a production environment, including incident triage and escalation.
• 1-3 years of experience using IT Service Management (ITSM) practices and tools, such as Service Now.
• Experience supporting production implementations, operational readiness activities, change execution, and post-implementation validation in a technology environment.
• Relevant Skills
• Infrastructure Operations
• Incident Management
• Facilities Management
• Capacity Management
• Storage Management

Benefits of Joining the Winning Team

• Group Benefits Plan: Comprehensive, employer-paid group benefits coverage.
• Variable Pay Program: Participation in a performance-based incentive plan that recognizes organizational and individual achievements.
• Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.
• Paid Time-Off: Competitive paid time-off provisions to support work-life balance and well-being.
• Growth Focus: Become your best self with comprehensive support for your professional development.
• Equity, diversity, and inclusion: Core to OLG’s culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.

OLG is an equal opportunity employer.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

Please contact Human Resources at careers@olg. ca if you require accommodation at any time throughout the hire process.

We welcome applicants from all backgrounds and experiences.

We sincerely appreciate your interest; while we are unable to contact everyone, those selected for the next steps will be notified.

We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.

Personal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.

O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives.

The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures.

For any questions about this collection, please contact careers@olg. ca, 800-70 Foster Drive, Sault Ste.

Marie, ON, P6A 6V2.

Make a Difference.

Join team OLG Looking for a rewarding career in the exciting gaming industry and want to make a difference?

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We have various corporate divisions filled with exciting opportunities for you to launch your career here at OLG!

Why Join OLG?

When you join OLG, you’ll help deliver a winning experience for the people of Ontario while levelling up your career in a collaborative, innovative environment.

You’ll help deliver exciting entertainment experiences for our players.

You’ll help improve life in Ontario, because at OLG 100% of our profits go back to the province.

At OLG we think big, move fast, and welcome change.

We are bold, curious, open, and always taking our game to the next level.

Ready to become an OLGer?

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