Senior Technical Specialist

We are Canada Life

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing. 

Be your best at Canada Life.

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Toronto, London, Winnipeg.

Technology redefines the way we work and deliver to meet business needs and elevate the customer experience. You’ll be part of an organization that is embracing modern technology, innovation and agile ways of working.? 

Our Canada Technology team is a strategic partner in our business – with an ambition to be a forward-thinking, agile technology organization delivering secure, resilient and leading solutions that support Canada Life and the well-being of millions of Canadians.

We are looking for a Senior Technical Support Specialist

The Senior Technical Support Specialist will provide support for Network Services across the enterprise, performing second level support and acting as a resource for technical infrastructure projects. Typical support activities include, but are not limited to, troubleshooting network and security issues, reporting, provisioning, patching and maintaining the Network infrastructure for the Enterprise Networking environment.

What you will do 

BAU Support Activities and Changes

• Provides 7x24x365 infrastructure support on a rotational basis
• Leads infrastructure install, move, add, change (IMAC) services
• Leads infrastructure recovery services
• Leads activities in disaster recovery tests
• Manages the lifecycle for infrastructure operating systems and infrastructure software
• Plan and schedule bug fixes, patches and enhancements
• Creates and maintains infrastructure processes and procedures
• Creates and maintains infrastructure configuration documentation: diagrams, hardware components, and software versions
• Develops and maintains technical scripts for the execution of disaster recovery
• Plan and present highly complex infrastructure changes
• Identifies gaps in infrastructure processes and recommends improvements in partnership with process owners
• Identifies, recommends and implements improvements to operational procedures
• Develops detailed scripts and documentation to assist tier 1.5 support teams
• Create materials and deliver training related to infrastructure services
• Participates in CAB meeting discussions to assess risks on highly complex changes
• Identifies and performs backup services in accordance with business  requirements
• Ensures completeness and integrity of infrastructure backups
• Ensure inventory of infrastructure hardware components is maintained

Incident and Problem Management

• Key participant in Critical Incident Response Team for major incidents
• Responds to and resolves highly complex infrastructure incidents in order to restore business services

• Conducts root cause analysis for highly complex incidents and documents results
• Provide timely updates on the restoration of business services
• Researches and documents problems, develops recommendations, and implements solutions
• Coordinates and liaises with third party technical support
• Works with the Problem Manager to identify, resolve and document highly complex problems
• Provides incident queue management: perform triage, assess priority, and assign incidents

Technology Deployment

• Acts as the subject matter expert to assess and approve the implementation of infrastructure solutions
• Performs risk assessment on highly complex changes to infrastructure
• Responsible for review, feedback, acceptance and sign-off of new technology support documentation
• Implements new highly complex technologies
• Creates detailed infrastructure technical design and documentation
• Communicates the nature and impact of highly complex infrastructure changes
• Participates in detailed infrastructure design for new highly complex infrastructure deployments
• Builds and deploys new highly complex infrastructure based upon detailed infrastructure design

Planning and Capacity/Resource Management

• Acts as subject matter expert regarding existing/in production technologies, in order to meet business requirements
• Subject matter expert, providing input on current production state for roadmap and architectural directions for production infrastructure
• Acts as subject matter expert in Infrastructure Health Assessments
• Provide technical leadership spanning multiple platform disciplines, coordinating and consulting with internal and third party resources
• Performs highly complex infrastructure capacity planning and recommends options for addressing capacity issues in order to meet business requirements and service level targets
• Manages and monitors infrastructure performance to ensure service level targets are met
• Makes recommendations to improve infrastructure performance
• Provide technical mentorship and guidance to junior staff
• Provides planning and budgeting input for upgrades and improvements to infrastructure services

Be your best at Canada Life- Apply today 


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