Operations Technology Service Coordinator

Job Description

Position: Operations Technology Service Coordinator

Location: Saskatoon, SK

We are: Accenture’s Infrastructure Engineering (IE) North America are dedicated to strategically solving our client’s cloud services, data center, digital workplace and operating model IT transformation challenges. We create predictability for technology intensive environments by applying proven engineering concepts and practices for long-term solutions. Our team consists of visionary infrastructure transformers, with a multidisciplinary team of technologists, financial analysts, project and program managers. We foster critical thinking and innovation that drive career development. Our reward is in a culture of collaborative experts who drive our industry forward. If you are motivated by turning challenging ideas into reality, creating uncharted value for clients and bringing your best self to your work - we want to connect with you.

Role Summary

Provide Level 1 (L1) triage and first‑line Operational Technology (OT) support within a mining Integrated Operations Center (IOC) / control room. Monitor, validate, and triage alarms and incidents impacting safety, production, and critical OT services. Execute standard operating procedures and escalate to L2/L3 and field teams in accordance with runbooks and SLAs. Collaborate closely with dispatch, maintenance, process control, and network teams to ensure safe, stable, and efficient operations.

Key Responsibilities

• Continuously monitor OT/ICS dashboards, HMIs, historians, and service health indicators.
• Acknowledge, classify, and prioritize alarms based on safety and production impact.
• Perform L1 triage using established runbooks, including:
  • Initial verification
  • Log capture and screenshots
  • Basic remediation (service checks, interface resets, user/session resets)
  • Basic connectivity checks
• Create and manage incident tickets with accurate categorization, impact/urgency assignment, and time‑stamped updates; ensure SLA compliance.
• Execute approved low‑risk standard changes and routine maintenance tasks under supervision, following permit‑to‑work and Management of Change (MOC) processes.
• Coordinate with on‑site technicians and supervisors via radio or phone for validations, port/switch checks, power cycles, and device restarts within safety boundaries.
• Escalate incidents to L2/L3 resolver teams (process control, networks, servers/endpoints, vendors) when outside L1 scope or SLA thresholds.
• Maintain shift handover logs and the IOC journal; ensure clear communication during shift transitions.
• Keep IOC runbooks and knowledge base articles current with known errors, workarounds, and validated procedures.
• Support incident response drills and post‑incident reviews by providing accurate timelines and supporting evidence.
• Adhere strictly to site safety requirements, isolation/energization rules, and OT cybersecurity procedures (least privilege, removable media controls, approved remote access).
• Basic NetworkTroubleshooting: Diagnose and resolve connectivity problems using scripts or predefined processes.
• Network Monitoring: Track network performance indicators such as uptime and latency.

Mining & OT Environment (Examples)

• SCADA / HMI: AVEVA/Wonderware, Citect/Schneider, GE iFIX, or similar
• Historians & Dashboards: OSIsoft PI / AVEVA PI System
• Fleet & Dispatch: Modular Mining, CAT MineStar, Wenco, or equivalent
• Networks & Communications: Industrial Ethernet, Wi‑Fi, LTE/private 5G, microwave, site radios; basic VLAN/port awareness
• OT Monitoring & Security: NMS tools (SolarWinds, PRTG), SIEM dashboards, OT visibility platforms (read‑only) such as Claroty or Nozomi (where applicable)

Day‑to‑Day Tasks

• Acknowledge and triage alarms; validate events against historian and HMI data.
• Check device and service status using approved tools; coordinate with field teams to confirm power and network paths.
• Open, route, and track tickets to resolution; attach logs, screenshots, and timestamps.
• Maintain IOC wallboards and production displays; ensure KPIs, SLAs, and outage banners are accurate.
• Execute start‑of‑shift and end‑of‑shift checklists (system health, communications checks, visibility validation).
• Participate in daily stand‑ups and report incident trends, risks, and backlog status.

Key Deliverables

• Accurate incident tickets with complete triage details and evidence.
• Updated runbooks, IOC knowledge base content, and shift handover records.
• Inputs to SLA dashboards and daily operational reporting.

Success Measures (KPIs)

• MTTA (Mean Time to Acknowledge) and First‑Contact Resolution within targets.
• SLA compliance for updates and escalations.
• Reduced repeat incidents through improved runbooks.
• Operator and stakeholder satisfaction.

Ways of Working & Safety

• Strict adherence to lock‑out/tag‑out and authorization boundaries.
• Secure console practices; protection of credentials and removable media.
• Participation in drills, continuous improvement, and runbook enhancements.

Job Requirements:

• This position is based out of Saskatoon, SK

Work Environment:

• IOC control room environment with multi‑screen consoles.
• There will be strict safety protocols and personal protective equipment (PPE) requirements.
• Rotating shifts, including nights, weekends, and holidays.