Analyst, Network-GIS-NS&UC S

Apotex Inc. is a Canadian-based global health company that produces high-quality, affordable medicines for patients around the world. Apotex employs almost 7,200 people worldwide in manufacturing, R&D, and commercial operations. Apotex medicines are accessible to patients in more than 75 countries globally. Through vertical integration, the Apotex group is focused on the development and sale of generic, biosimilar and specialty products.

Under general direction, responsible for administration and understanding of data network and network security including all communication systems within the Global Information Systems Infrastructure group. Monitors, troubleshoots and supports core data network and end user data network need including servers, desktop, phones, voice mails, cell phones, data connectivity to host systems and applications. Ensures long-term requirements of data/security/voice systems operations and administration are met through data analysis, trending and reporting. Responsible for the installation, maintenance, configuration, and integrity of data/security/voice network. Develops and promotes standard operating procedures, work instructions and standards documents. Conducts routine audits of network and network security layers to ensure compliance with established standards, policies, and configuration guidelines. On-Call required.

Job Responsibilities

1. Holds technical responsibility for general administration of the global data network and network security and all communication systems in alignment with the design, GIS strategy, guidelines, principles, policies and procedures.
2. Provides 2nd and 3rd level Support to our end-user communication systems in accordance with GIS Service Level Agreement.
3. Manages personal performance incorporating a commitment to ongoing professional development and continuous learning.
4. Assists in fulfilling departmental objectives and obligations.
5. Investigates, diagnoses and resolves incidents with co-workers and customers.
6. Updates the call track system in accordance with GIS processes. Monitors and communicates progress of incidents and escalate if necessary.
7. Liaises regularly with their internal customers & teams to understand their needs and keeps them current with the progress and findings of applicable projects.
8. Provides accurate and complete documentation of processes and procedures to ensure that systems can be supported.
9. Required to be on-call. All such work will be covered by the requirements of the on-call policy.
10. Utilizes problem solving techniques to identify root causes of issues with internal customers and contractors, or to determine courses of action in the performance of their more complex activities.
11. Develops an in depth understanding of all Apotex policies, procedures and standards and operating processes associated with their information technology area.
12. Ensures that their advice given to internal clients and co-workers complies with directives and is given in a professional manner.
13. Provides input in the development/amendment of standard operating procedures.
14. Proficient in use of office automation tools including: Word, Excel, Power Point and Outlook.
15. Provides Status Reports, Expense Reports and Employee Time Exceptions Forms on a timely basis when required.
16. Works in a safe manner collaborating as a team member to achieve all outcomes.
17. Demonstrate Behaviours that exhibit our organizational Values: Collaboration, Courage, Perseverance, and Passion.
18. Ensure personal adherence with all compliance programs including the Global Business Ethics and Compliance Program, Global Quality policies and procedures, Safety and Environment policies, and HR policies.
19. All other relevant duties as assigned.

Job Requirements

Education

• Engineering/Computer Science degree / Vendor Certificates or equivalent work experience.

Knowledge, Skills and Abilities

• Excellent verbal and written skills.
• Collaborative style and interpersonal skills with the ability to work effectively in a matrix, client-focused environment.
• Proven customer service and support orientation with familiarity with ITIL or similar service delivery/support models.
• Configure data and security network, including routing/switching, troubleshooting, management reporting; traffic, firewalls, proxy, cloud-security, fault and performance monitoring, Ethernet and IP protocols.
• Administration, Installation and implementation of data networking and network security devices.

Experience

• Ability to understand and analyze end user problems, and to troubleshoot in a timely manner.
• 4-6 years experience or education in a validated and/or change controlled environment.
• Maintaining and Administration of Event Management and Network Reporting Tools including BMC, Solarwinds, HP NNM, Riverbed Cascade.
• Administration of all network security layers including cloud based (including; NexGen FW, Identity Service Access Control Systems, Proxy/Policy control systems).
• Understanding of Video Conferencing, with the ability to troubleshoot, traffic management and high quality of service.
• Assist in routine moves, adds and changes (MACs) on voice and data equipment in co-ordination with Logistics staff.
• Learn voice mail systems including administration, set up and configuration i.e. Call Pilot, Cisco Unity.
• Experience with scanning technologies (RF and Fixed mount) including configuration, set up, programming and troubleshooting.
• Learn Avaya/Nortel CS100E, Cisco Call Manager or equivalent PBX systems including configuration, administration, troubleshooting, traffic, management and reporting (certification an asset).
• Gain Experience in working with SIP, VOIP and Microsoft OCS, Microsoft Lync and Cisco Unified Communication Systems.
• Knowledge of wireless (WIFI) technology administration including cellular, two way and in building systems.
• Experience in data/security/voice communication protocols and rolling out of networking and security technologies on a global basis.
• Administer and Responsible for email systems including cloud based email (e.g 0365).

At Apotex, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported.

Apotex offers accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview or testing, please advise us if you require an accommodation.