Site Health Monitoring Analyst

We're seeking a dynamic Senior Site Health Monitoring Analyst to join our client's  team in Greater Toronto Area, ON. As a Senior Site Health Monitoring Analyst, you'll help one of Canada's most trusted organizations work on the latest project, and be rewarded with great opportunities.

What We Offer:
Rate: $55 per hr
Job Type/Shift: Long Term Contract

1. 24/7 Incident Monitoring and Response

– Provide round-the-clock Level 1 (L1) support to detect, acknowledge, and respond to all website issues.

– Classify and assign priority to incidents based on impact and urgency.

– Initiate and manage real-time communication bridges for high-priority issues until full resolution is achieved.

– Escalate incidents to the appropriate internal teams, external vendors, or partner resources for swift resolution.

– Maintain open communication with stakeholders throughout the incident lifecycle.

2. Communication & Documentation

– Draft and distribute timely incident communications to stakeholders, business users, and leadership.

– Request Root Cause Analysis (RCA) from resolving teams/vendors and document findings.

– Maintain an updated Standard Operating Procedures (SOPs) library and Known Error Database (KEDB) for recurring issues and resolutions.

3. Monitoring & Observability

– Proactively monitor website health through dashboards, system alerts, and automated monitoring tools.

– Continuously evaluate monitoring coverage and identify gaps in observability.

– Partner with engineering to implement new monitoring and alerting features for improved detection.

– Monitor and respond to issues raised via communication channels such as Slack, Microsoft Teams, and email.

4. Reporting & Analysis

– Prepare weekly and monthly status reports summarizing incidents, resolution times, and platform health.

– Perform trend analysis on recurring priority incidents to identify root causes and prevent future disruptions.

– Share insights with product, engineering, and operations teams to support continuous improvement.

5. Business Operations Support

– In addition to incident management, the team supports critical operational activities that directly impact customers and internal stakeholders:

– Returns & Refunds Reconciliation: Validate and troubleshoot discrepancies between customer returns, refunds, and finance systems.

– Shipment Reconciliation: Ensure alignment between order shipments, carrier data, and backend systems.

– Order Flow Management: Monitor and resolve data flow issues between Shopify, Order Management Systems (OMS), and finance platforms.

– Customer Support Enablement: Assist call center and finance teams with escalations related to order, refund, or payment issues.

– Bug Prioritization Support: Collaborate with development teams to prioritize defect fixes that have high customer impact.

– BOPIS Store Operations: Manage the closing and opening of Buy Online Pick Up In-Store (BOPIS) features on the website for specific store locations.

Our team is eager to connect with candidates who meet the job requirements. If this sounds like a fit for you, we invite you to apply today!  
 
Since 1951, Drake International has been a global leader in flexible and permanent staffing, connecting people with the right roles at any career stage, both in Canada and worldwide. As a leading recruitment and HR partner, we collaborate directly with employers to bring you the best opportunities at no cost, ensuring a human-centered approach that helps everything work seamlessly. 

Drake International is an equal opportunity employer and champions accessibility, inclusivity and diversity in the workplace. We are committed to providing accommodation for applicants with disabilities throughout the recruitment process. If you require accommodation, please contact your Branch Representative.

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