Assistant Linux Desktop Support Jobs in Alberta (NOW HIRING)

Job Summary

The Analyst, Solution Management role is responsible for providing technical support to the Rail Traffic Control (RTC) system and coordinating with other Information and Technology (I&T) stakeholders to ensure the integrity and evolution of the products they are accountable for. The role ensures that these products perform within agreed-upon Service Level Agreements (SLAs), adhere to I&T standards (e.g., Security and Architecture), maintain support excellence, and always stay current. Acting as the primary escalation point during problem resolution, the incumbent keeps business stakeholders informed of progress.

Main Responsibilities Critical Systems Operations and Support 

       Maintain and support critical Train Dispatch Systems to ensure smooth train operations

       Setup, configure, and maintain system servers and workstations

       Configure, test, and install vendor system releases

       Prepare, test, and implement database changes

       Troubleshoot system issues, conduct Root Cause Analysis (RCA), and implement resolutions

       Participate in the development of a new critical dispatch system (i.e., PDS2.0) being developed by Wabtec

       Provide first-line support for the system once in service, focusing on improving performance and availability

       Automate and optimize support tasks

       Ensure compliance with all relevant CN I&T standards (e.g., Security, Architecture, Project Delivery Methodology, Sarbanes-Oxley (SOX), Information Technology Infrastructure Library (ITIL))

       Maintain and Support the Office Communication Gateway (OCG) and Aserver systems, and assist with the packet switch migration to the OCG project

Release, Change and Incident Management 

       Coordinate system changes with all relevant stakeholders

       Lead incident resolution, ensuring full recovery and resolution within the SLA, followed by problem investigations, including defect creation

       Handle releases, defining implementation plans including deployment, cutover, and fallback and ensure successful deployment to the production environment

       Effectively and promptly inform business stakeholders of recovery activities

Documentation, Training and Collaboration 

       Interface with business colleagues, I&T Help Desk, I&T Command Center (ITCC), I&T support teams, or vendors

       Collaborate with team members to enhance overall support and product evolution activities

       Create, update, and manage comprehensive documentation for internal processes, procedures, and best practices

       Collaborate with Subject Matter Experts (SMEs) to ensure accuracy and relevancy of documentation

       Develop clear and concise job aids, manuals, and instructional materials to support training and onboarding efforts

       Establish a central repository for easy access to documentation by team members

       Regularly review and update existing documents to reflect process changes

       Provide training and support to team members on effective use of documentation resources

Working Conditions

The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure and stress with changing projects. The role is required to be on-call 24/7 on a rotating schedule with colleagues and may be required to respond to emergency situations. The role requires minimal travel (5%) within North America.

Requirements Experience

Support Environment

       Graduates with the required technical knowledge will be considered for this role

       Experience in a 24/7 support environment

Education/Certification/Designation

       Bachelor's Degree in Computer Science, Information Systems, or equivalent Degree, Diploma, or work experience

Competencies

       Applies critical thinking

       Knows the business and stays current on industry needs

       Demonstrates agility and drives change

       Collaborates with others and shares information

       Sets direction and inspires others

       Communicates with impact

       Identifies needs and finds solutions to create value for all stakeholders

Technical Skills/Knowledge

       Strong understanding of release management processes and best practices

       Proficient in analyzing systems and processes with a focus on innovation and process improvement

       Knowledge of various deployment strategies

       Knowledge in Continuous Integration (CI) and Continuous Deployment (CD) practices

       Proficient in scripting using various scripting languages

       Knowledge of Application Programming Interfaces (APIs)

       Familiarity with the following tools and platforms: ServiceNow, Google Cloud Platform (GCP), Kubernetes, PowerShell scripting, Linux operating systems, CockroachDB, Microsoft Structures Query Language (SQL), Anthos, and Kafka