Systems Operator - L2

Global Relay ,
London, Greater London
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Job Description

Global Relay is looking for a motivated and diligent Systems Operator to join our growing IT Operations team. The successful candidate will be responsible for assisting in Operational (day-to-day) support, maintenance and service management of all SaaS compute infrastructure, Corporate Services, application support, incident resolution, change and problem management, as well as contributing to the on-going evolution of all IT Operations support services and tools. This individual will work closely within the IT Operations team to continually build, enhance, and maintain high delivery of service excellence. Your Job: + Liaise between IT Operations and Development teams to identify, troubleshoot, diagnose, and prioritize work requests as they arise + Manage and administer incident, problem, and service requests efficiently and effectively including management of client expectations for delivery of any requested work + Monitor and review dashboards, logs, and critical alerts to ensure system issues are identified, escalated, and addressed as quickly as possible + Provide ongoing operational support and work closely with team members on incident management to resolution + Work closely with Operations and Development teams to identify, troubleshoot, diagnose, and correct system related issues, as they arise + Support root cause analysis, investigations, and follow-up on action items + Provide support to business users and key stakeholders as needed + Develop and maintain System Operator use guides, runbooks, and other operational documentation as needed + Log and communicate all activities related to planned and unplanned maintenance and change + Execution of various daily operational sys admin runbooks involving regular support and maintenance tasks + Support and assist in the provisioning of physical and virtual servers, including installation and configuration of operating systems + Ability to contribute to on-going continuous improvement through automation, scripting, or other means + Ability and willingness to work in an environment which requires 24x7x365 support About You: + Minimum of 2-5 years' of work experience with Linux Operating Systems + Minimum of 2-5 years' of work experience with Microsoft Windows Operating Systems + Minimum of 2-5 years' of troubleshooting knowledge and work experience covering workstation, server, network, and typical office environment applications + Minimum of 2-5 years' of knowledge and enhanced scripting capabilities (PowerShell, Python, Perl, Bash) + Experience with OpenSource software and/or service management tools and applications (Salt, Satellite, Puppet, Zabbix, Ancible, etc.) + Advanced knowledge of Microsoft Exchange, Outlook, WSUS, SCCM, Office Suite applications (client and server side) + Previous experience working in an environment with formally structured IT Operational processes including work request ticket management, incident management, change management, problem management + Ability to develop and maintain positive working relationships + Ability to independently as needed, as well as within a team + Ability to adapt to change and work well under pressure + Ability to multitask and manage numerous projects + Ability to take on internal operational initiatives as a prime or lead + Excellent communication, organizational, interpersonal, problem solving, and documentation skills + Experience running and supporting a global 24x7 internet based service or product is considered an asset + Service management certifications such as ITIL will be prioritized + Technical certifications such as: MCSA, CompTIA A+, Linux+, Network+, VCP will be prioritized Global Relay is the leading provider of cloud-based archiving, supervision, eDiscovery, and analytics to the global financial sector. We deliver services to over 23,000 customers in 90 countries, including 22 of the top 25 global banks. Our market-leading archiving service supports over 50 data types, including email, instant messaging, Bloomberg, Thomson Reuters, social media, and mobile messaging. We've won major awards for our growth, management, and culture - including the Deloitte Fast 50 Leadership Award, Canada's 10 Most Admired Corporate Cultures, and the Deloitte-sponsored Canada's Best Managed Companies awards. Our Global Operations & Development Center is located in Vancouver, BC, Canada. In addition, we have offices in seven other cities across the world, including London and other major financial centers like New York and Chicago. We've recently expanded our London operations to better serve our UK and EU customers. Our brand-new, four-story EMEA headquarters at 45 Cannon Street (near St. Paul's Cathedral) features state-of-the-art amenities, a spectacular view of the city, and a conference centre for customer events. More importantly, it's the base of Global Relay's next major technical initiative, and where we will be building our next-generation products. We currently have over 450 employees worldwi

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