Compugen Inc
Compugen is one of Canada’s largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.
If you are driven to make a difference, relentlessly curious and collaborative at the core, we’d love to talk to you. Join us and help us make a difference.
Duties and responsibilities
- Monitor system alarms and open Incident Tickets based on observed alarms.
- Handling escalation calls from the internal Service Desk, vendors and Incident Managers
- appropriately and warm transferred to available technical analysts.
- Assist with creating documents and liaising with different internal teams as per directions from Team Lead
- Should be flexible to work rotational shifts to cover 24x7x365 shifts.
- Analyze alert severity and perform initial triage and then escalate to other teams if required.
- Complete complex tasks with minimal supervision.
- Analyze service incidents and problems, identify risks, provide recommendations, and implement solutions.
- Follow the proper escalation process based on the severity of the incident/alert.
- Take ownership of assigned tasks and follow KB instructions for any standard process.
- Perform specific tasks with instructions.
- Analysis and proper escalation of every incident.
- Participate in process improvement discussions.
- Monitor and manage the ticket mailbox queue for the team to ensure work is adequately delegated and tickets are closed in a timely manner.
Qualifications & Skills
- Computer Science degree or equivalent in real-world experience.
- Understanding of Windows Server 2003, 2008, 2012, VMware, Hyper-V would be an asset
- Familiarity and working knowledge of monitoring tools such as ScienceLogic or Logic Monitor
- Working knowledge of ITSM tools such as Cherwell, ServiceNow, Remedy
- Organization skills and strong attention to detail.
- Self-motivated and resourceful with good interpersonal skills.
- Knowledge of systems security and best practices.
- An understanding of UNIX and Linux system administration.
- Team player – able to learn from and share knowledge with others.
- Ability to multitask and work under pressure in an environment of change.
- Excellent written and verbal communication skills.
- Excellent customer service skills and a strong ability to diffuse tense customer situations and project a positive, confident outlook.
- Proficiency required in MS Word, PowerPoint, Excel, OneNote & Visio.
- Understanding of ITIL 4 practices.
Employment Equity Statement:
Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require accommodation, the hiring manager and the human resources contact will work with you to meet your needs.
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