Operations Support Analyst

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. You will report to the Manager of EET GO.

• 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
• Interact 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

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

• 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

• 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

• We're honored to be recognized as a 2024 Best Workplaces in Ontario by Great Place to Work Canada.
• We are recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work.
• Wellness programs that support the three pillars of health – mental, physical, and financial
• The opportunity to move along a variety of career paths with networking potential
• A hybrid work model allowing choice of where to work based on business needs

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, the payout of which is discretionary and based on individual and company performance. Some roles may have sales incentive plans based on results.

Diversity and inclusion have always been at the core of our values at Sun Life. We welcome applications from qualified individuals from all backgrounds.

We are a hybrid organization that offers employees the choice to work from the office or virtually, depending on role requirements and individual needs.

Salary Range: 63,000 – 104,000

Job Category: IT - Technology Services

Posting End Date: 15/09/2025