- Professional
- Ufficio in Montreal
The incumbent of this position is responsible for providing high-level/complex support services to internal and external partners.
This person ensures that online environment applications remain functional and that customer satisfaction is maintained at a high level.
What you will do
Provide technical support for online services.
Identify, research, diagnose, and resolve technical and functional issues in collaboration with development, production, and cross-functional teams.
Contribute to the implementation of diagnostic tools (telemetry, metrics), monitor them, and correct anomalies as needed (Grafana, Kibana/Elastic).
Take part in the preparation, configuration, testing, and deployment of online service setups.
Deliver a high level of customer service to various stakeholders.
Document, assign, and escalate requests or issues as required.
Stay up to date with Ops/DevOps trends and new technologies related to our field to ensure continuous improvement.
Contribute to the development of clear and measurable metrics (success plans, KPIs, etc.) to track the progress of our environments, produce and share data to ensure quality communication.
Act as the primary point of contact and subject-matter expert by maintaining constant communication with your team members at all stages of the process.
Education
College diploma in IT or any other relevant training/degree.
Experience
Experience in IT, online systems operations, or technical support.
What you bring to the team
Relevant technical experience related to support and operations.
Strong knowledge of global online services and related tools (JIRA, Confluence, Miro, etc.).
Ability to make proposals and sound decisions on assigned topics.
A detail-oriented mindset with a focus on operational needs.
Excellent communication and interpersonal skills.
Curiosity, rigor, and autonomy.
Initiative with a focus on innovation and continuous improvement.
Strong synthesis skills allowing you to analyze methods and suggest improvements.
Ability to ensure effective collaboration across different team pillars.
Knowledge
Bilingual (French and English).
Good understanding of fundamental concepts related to the online environment and configuration management principles.
