Range: 53,600.00 - 80,400.00 CAD

Job Description: We are ready to take this game to the next level and need someone passionate to provide frontline operational support for OLG's production operations, infrastructure, and data centre environments. The role executes and continuously improves operational procedures and automation activities, monitors systems and services, performs initial incident triage and recovery actions, supports major incidents, backup and recovery processes, and participates in production changes and implementations. The incumbent contributes to the availability, stability, and continuity of business and technology services through proactive monitoring, timely response and escalation, operational support, and the ongoing enhancement of operational processes and practices.

This role requires working rotating 12-hour day or night shifts as part of a team to support 24/7 operations.

Your Role in the Game

- Execute and improve operational procedures, run automation scripts, and perform routine maintenance, installation.
- Monitor infrastructure, facilities, and service management tools on a continuous basis to identify operational events, alarms, and service degradation.
- Perform initial triage, address issues directly when possible or escalation issues in accordance with established procedures for resolution.
- Facilitate recovery, following resolution of incidents.
- Document and communicate outcomes and close resolved incidents.
- Provide operational support during major incidents, including gathering diagnostic information, executing recovery procedures, documenting actions taken, and supporting stakeholder communications as directed.
- Execute, monitor,



and verify backup and recovery activities in accordance with established schedules and procedures.
- Escalate failures and assist with restoration activities as required.
- Participate in infrastructure changes and production implementations by completing assigned operational readiness, validation, monitoring, and post-implementation support activities.
- Monitor data centre environmental conditions including power, cooling, space, and equipment status and escalation abnormal conditions in accordance with established procedures.
- Provide operational and Service Desk support for critical incidents, urgent requests, and business-critical activities during assigned shifts and after-hours periods.
- Assist in monitoring Customer Care incident queues and responding to routine customer inquiries and requests.
- Escalate and document issues according to procedures and provide first line investigation to document and resolve or allocate incidents; provide updates on incident status.
- Assist with the tasks related to granting, monitoring, and reporting physical access controls under routine supervision.
- Follow established procedures and guidelines and help to create and maintain documentation to support the maintenance of the physical setting.
- Monitor compliance against agreed processes and investigate, assess and resolve incidents of non-compliance, escalating where necessary.




- Assist with storage management tasks such as provisioning. Help monitor storage performance and capacity, and documents storage utilization.
- Implement documented configurations for allocation of storage, installation, and maintenance of secure storage systems to identify operational problems, including security-related issues; contribute to their resolution.
- Assist in the operational configuration of network components and the investigation and resolution of network problems.
- Assist in the implementation of basic scripting and automation tools to streamline network support tasks and follow established safety, security and quality standards.
- Assist with system software administration tasks such as performance monitoring and resource usage and support the installation and configuration of system software.
- Receive and handle routine customer inquiries and requests and maintain relevant records to enable fulfilment or resolution; allocate unresolved calls, requests, or issues to appropriate functions.
- Contribute to the maintenance of customer service knowledge bases and documentation.
- Assist in monitoring customer satisfaction metrics.
- Apply a structured approach to develop and document a detailed continuity plan and disaster recovery plans.
- Support the development of a test plan and implementation of continuity management exercises.

Education & Experience

- Degree or diploma in Computer Science, Information Systems, Information Technology, or equivalent.
- 1-3 years of experience executing, supporting, and continuously improving operational procedures and production support processes.
- 1-3 years of experience developing, co

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