IT Operations Analyst

As an IT Operations Analyst, you will play a critical role in maintaining the availability, stability, security, and data integrity of technology services across J.D. Irving, Limited. Working within our 24/7 IT Operations Centre (ITOC), you will monitor enterprise systems, coordinate incident response activities, support service restoration efforts, and help protect the organization from cybersecurity threats.
This role provides exposure to a wide range of enterprise technologies, business applications, infrastructure platforms, and security operations. You will work closely with specialized support teams across the organization while developing expertise in monitoring, incident management, operational communications, and enterprise IT operations.
If you enjoy troubleshooting, coordinating responses to complex issues, working in a fast-paced environment, and being part of a team that keeps critical business services running, this role offers an excellent foundation for career growth in IT operations, infrastructure, cybersecurity, and service management.

Salary Range: $47,000 - $65,500 annually. This position is eligible for shift premiums and overtime. 

• Monitor the health, availability, performance, and data integrity of enterprise systems using industry-leading monitoring and analytics tools.
• Identify, investigate, and respond to events that may impact business services.
• Coordinate major incident response activities by engaging appropriate technical teams and facilitating service restoration efforts.
• Escalate and coordinate resources required to resolve high-priority incidents and minimize business impact.
• Provide timely, accurate, and professional communications to stakeholders during service disruptions and major incidents.
• Monitor for cybersecurity threats and coordinate response activities with security and technical support teams.
• Perform operational tasks and preventative maintenance activities that contribute to ongoing service stability.
• Support the continuous improvement of monitoring, incident response, operational processes, and documentation.
• Create, maintain, and improve standard operating procedures, knowledge articles, and operational documentation.
• Provide after-hours Service Desk support, including phone-based troubleshooting and end-user assistance when required.
• Participate in a rotating 12 hour shift schedule to support 24/7 operational coverage.  

• Post-secondary degree or diploma in Computer Science, Cybersecurity, Information Technology, or a related field.
• One or more years of experience providing technical support, IT operations support, service desk support, or infrastructure support.
• Solid understanding of networking fundamentals, system administration concepts, cybersecurity best practices, and incident management principles.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to remain calm and effective during high-pressure situations and critical incidents.
• Strong organizational skills with the ability to prioritize multiple competing demands.
• Demonstrated ownership, accountability, and continuous improvement mindset.
• Experience creating and maintaining technical documentation, procedures, and operational reports.
• Ability to work independently and collaboratively within a team environment.
• Eligible to obtain Reliability Government Security Clearance and Controlled Goods approval. 

Preferred Qualifications

• ServiceNow
• Splunk
• ManageEngine OpManager
• Cisco Meraki
• VMware
• Microsoft Intune
• Microsoft SCCM
• Dell EMC Avamar
• Dell EMC Networker
• Unix/Linux platforms
• Microsoft 365 and Office applications
• CompTIA Security+
• CompTIA Network+
• CompTIA A+
• Microsoft Certifications
• Cisco Certifications
• Other industry-recognized infrastructure, operations, or cybersecurity certifications