Operations Support Analyst

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Role Summary:

Sun Life Financial has an immediate requirement for an Operations Support Analyst in the Employee Experience Technologies Global Operations Team. The EET GO team is accountable for day-to-day operations maintenance, performance and metrics of the technology associated with the EET environment at Sun Life Financial. As a member of this organization, you will be working in a team environment to support secure, robust and reliable client computing solutions to meet the evolving needs of our internal clients.

As the successful candidate for this role, your knowledge of EET technology, troubleshooting skills, analysis techniques and experience working in operations will help you provide decisive support and leadership for client computing environment.

You will report to the Manager of EET GO.

What will you do?

• Support and maintain the infrastructure to ensure availability, capacity, currency, disaster recovery and security needs are met
• Troubleshoot and document to accepted engineering standards
• Design and implement pro-active changes to existing infrastructure and process to improve our service delivery
• Communicate frequently with client service peers; client interaction is key to managing expectations, assessing needs, and customizing solutions
• Interacting with various other engineering and technical support teams including networking, servers, storage, security, service desk and on-site support
• Pro-actively identify and resolve team and/or individual technology knowledge gaps
• Provide on-call support during scheduled shifts
• Be available for scheduled off hours work and events

What you need to succeed:

• University degree or college diploma in Computer Science and 3+ years of experience in the IT industry

Experience with any of these products is an asset:

• Active Directory, Azure Active Directory/EntraID, Active Directory Federated Services, Group Policy, Certificate Management
• Azure SSO - SAML, OIDC, Graph API, Secret Keys
• Mobile Device Management (Intune)
• Workstation Device Management (Intune/JAMF)
• Microsoft Systems Centre Configuration Manager (SCCM/SMS)
• AWS Workspaces, VMware View/VSphere/ESX and Citrix/XenApp virtualization products
• McAfee security suite including ePolicy Orchestrator, Bitlocker, or other Security products
• Microsoft O365/M365, Exchange, SharePoint, OneDrive
• MFA, Conditional Access Policies, Entra P2, modern authentication
• Windows 11 Operating System
• Web Browsers (Chrome, Edge)
• Experience working on medium to large-scale enterprise infrastructure, client computing hardware, Windows O/S platforms, and Mac O/S platforms
• Understanding and aptitude in emerging client computing technologies such as application and O/S virtualization, mobile security and mobile connectivity

Preferred skills:

• Strong investigative skills with respect to new and emerging technology solutions
• Strong troubleshooting and research skills used to troubleshoot technology solutions to business needs
• Experience with development and scripting
• Solid written and verbal communication skills as well as strong interpersonal skills
• General knowledge of IT infrastructure (networking, servers, data security concepts, etc)
• An understanding of IT best practices including ITIL v3 and how it relates to both Client Computing engineering and operations

What's in it for you:

• We're honored to be recognized as a 2024 Best Workplaces in Ontario by Great Place to Work Canada.
• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health.
• Wellness programs that support the three pillars of your health - mental, physical, and financial
• The opportunity to move along a variety of career paths with amazing networking potential.
• As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office

Must be able to satisfactorily complete applicable background checks prior to the start date and during employment, in accordance with Sun Life's policies and practices.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to thebrightside@sunlife.com.

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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