Description:
As ATB’s next Technical Operations Analyst (TOC), you will utilize your education, experience, and information technology skills to support our Client Technology Enablement Operations team. This is a critical role that ensures the stability and efficiency of ATB’s digital heartbeat.
You will coordinate technical environment support and monitor the ATB environment with precision. Beyond monitoring, you will play a hands-on role in supporting batch processing, SAP Transport management, file transfers, and job scheduling. If you are passionate about setup, configuration, and resolving complex monitoring issues within a high-stakes Run My Jobs & SAP environment, you’ll find a rewarding home here.
Accountabilities
In This Role, Your Daily Mission Will Involve
- Monitoring & Troubleshooting: Performing daily monitoring of a complex SAP environment, including End-of-Day (EOD) and End-of-Month (EOM) batch processing.
- Incident Management: Resolving technical issues recorded via ticketing software (ServiceNow) and responding to infrastructure-related incidents and problems. System Performance & Maintenance: Monitoring and evaluating overall system activity on servers to perform preventative actions and diagnose issues before they impact the business.
- Stakeholder Collaboration: Interacting with internal ATB stakeholders to ensure required support and coordination are performed seamlessly.
- File Transfer Operations: Supporting ATB’s Enterprise File Transfer Tool MFT (SFTP), including failure support, monitoring, and troubleshooting.
- Documentation & Training: Following, supporting, and maintaining rigorous system documentation, runbooks, and training materials. Tier-I Support: Providing infrastructure-related support and managing Application Services, including "best effort" support for end-user issues after hours and on weekends.
- Operational Compliance: Adhering to ATB operational processes by following support guidelines and raising ServiceNow incident tickets where applicable.
- Event Analysis: Analyzing production events generated via phone requests, system alerts, or incidents, and taking timely action based on documented procedures.
Skills, Experience & Requirements
- At least 1.5 years of relevant experience in IT operations or systems support, specifically including experience administering SAP and SAP BASIS environments.
- A degree or diploma in Computer Science is preferred.
- Proven ability to work with SAP and SAP BASIS, Operating Systems (Windows, Linux, AIX), and Databases (DB2, SQL, Suse, HANA).
- Proficiency with industry-standard monitoring and administrative tools, specifically Splunk, SolarWinds, Redwood, Solution Manager, or Secure File Transfer (SFTP) protocols.
- A solid understanding of ITIL v4 fundamentals.
- Tactful and professional communication skills (written and verbal), active listening, and demonstrated "systems thinking" to prioritize tasks in a fast-paced environment.
- A self-motivated team player committed to customer service excellence who knows how to have some fun while delivering great results.