211899 / Technical Support Analyst

Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada.

With revenues over $500 million, the Branham Group has recognized Procom as the 3rd largest professional services firm in Canada and is now the largest “Canadian-Owned” IT staffing/consulting company.

Procom’s areas of staffing expertise include:
• Application Development
• Project Management
• Quality Assurance
• Business/Systems Analysis
• Datawarehouse & Business Intelligence
• Infrastructure & Network Services
• Risk Management & Compliance
• Business Continuity & Disaster Recovery
• Security & Privacy

Specialties• Contract Staffing (Staff Augmentation)
• Permanent Placement (Staff Augmentation)
• ICAP (Contractor Payroll)
• Flextrack (Vendor Management System)

• Provide Incident Support and Request Fulfilment to the customized Software Toolchain environment which is based on Git/Gerrit/Jenkins, Artifactory, including the testing cloud environment, etc. 
• ITIL - Incident Management: To manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible. 
• ITIL - Event Management: Make sure that the Git/Gerrit software toolchain environment CIs and services are constantly monitored. 
• ITIL - Request Fulfilment: To fulfil Service Requests, which in most cases are minor (standard) Changes or requests for information. 
• Monitor and troubleshoot the alerts from monitoring system for the software toolchain environment 
• Monitor and analyse the continuous integration jobs based on Jenkins, and contact stakeholders of the jobs for troubleshooting, if necessary. 
• Documentation of technical fix solution and knowhow 
• Participate in team meeting if required 
• Participate in downtime maintenance testing, if required 
• Support the software toolchain environment on day-to-day work, including any possible applications tools issues, services, or workflow related issues and services. 
• Knowledge handover upon completion of assignment, if required. 

• Work experience at least 2 years, administration of Git/Gerrit/Jenkins, and/or other open source tools, e.g. Artifactory etc. 
• Experienced in Linux environments, comfortable in networking topics 
• Scripting experience in Java, Python, is a plus. 
• Fast learner and self-motivated in learning in new environment 
• Strong analytical and problem solving skills 
• Customer orientation 
• Good team player and good communication skills 
• English (written and spoken) is a must