Discover
The Opportunity
Reporting to the Manager, IT Operations, the IT Operations Specialist is accountable to ensure the availability of application and infrastructure systems to meet established service level requirements and objectives. The role ensures service providers are living up to service commitments and that business units are receiving the service required to achieve set goals.
What you'll do
Responsibilities
- Coordinate service providers for proper incident resolution as required.
- Ensure follow up on incident/problem root cause analysis and action planning.
- Track and provide regular reporting related to key business performance metrics/indicators including metrics surrounding service level agreements, volume, productivity and quality.
- Provide timely resolution to service requests and escalate as necessary or as notified to appropriate service providers.
- Establish working relationships with internal departments and ensuring that interaction is responsive and accurate and that incidents are escalated as required.
- Collaborate with service providers to identify opportunities for innovation, cost reduction and improved efficiencies as well as review service provider solutions.
- Comprehend service provider master services agreements to ensure service delivery according to contracted requirements.
- Mandatory participation in an on-call rotation is required.
- Occasional overtime is required.
What you'll need
Qualifications
- You have a university degree or college diploma in Computer Information Systems, Computer Science or equivalent education and experience.
- You have 7+ years of practical working experience in an IT Operations or System Analyst position.
- You are experienced in incident risk evaluation and assessment of complex business systems.
- You have experience in troubleshooting, issue analysis and incident coordination.
- You have experience coordinating service providers in a multi-vendor environment.
- You have experience working with ITSM tools and technologies.
- You have a detailed understanding of networking concepts and TCP/IP.
- You have knowledge of multiple operating systems, middleware applications and web technologies.
- ITIL certification, lottery and gaming experience, and/or experience in a system integration role are considered assets for this position.
We're looking for
Core Skills
A little bit about us
Atlantic Lottery
Our players have been having fun and "dreaming big" since 1976 when Atlantic Lottery started offering lottery games on behalf of the governments of Nova Scotia, New Brunswick, Newfoundland and Labrador and Prince Edward Island. The game options have grown and changed over the years and so has our workforce! Today's Atlantic Lottery has more than 600 employees, who are the heart and soul of our business. We offer everything from dare-to-dream draw games to online bingo; breakopen tickets to sports wagering; and games in social settings and on the internet. With games come winners - big and small wins every day - but the best thing about lottery games is that when you choose to play with us, everyone benefits. 100% of our profits go back into our communities. That feels good! #ProudToBeAL
We are proud, gritty, community-minded, and punch above our weight. Being Atlantic Canadian means that we work hard and we know how to have fun. It also means that we genuinely care for each other as co-workers, neighbours, and friends.
Your best life is waiting in Atlantic Canada. At Atlantic Lottery, we have many roles that allow you to work from any of our four Atlantic provinces. Explore living East:
Are you interested?
Work With Us
Atlantic Lottery delivers a career in a fun and high-performing environment that offers a competitive salary, relevant training, development opportunities and flexible benefits. If you are interested in applying for this position please apply before January 29, 2018.
We thank all applicants for their interest, however, only those selected for an interview will be contacted.