Service Operations Specialist Jobs

Senior Service Operations Engineer

Start Date: as soon as possible

Type of employment: Permanent

Number of Positions: 1

Location: Hybrid: 3 days in the office (downtown Montreal), 2 days at home

Language skills: Strong English communication skills are required

Perks: Work with cutting-edge technology using sophisticated AI, as part of a passionate, dedicated team that thrives on meaningful innovation in a rapidly growing industry. If going into the office, you’ll have the opportunity to work in a beautiful downtown location overlooking the city right at the metro, coffee bar, team-oriented environment, shower facilities if biking to work.

As a Senior Service Operations Engineer, your role will be instrumental in driving the company's competitive edge and business growth by delivering exceptional technical Service Operations to our valued customers. You will diligently execute all Service Operations tasks in accordance with our established standards and procedures, with a keen focus on maximizing customer satisfaction through unparalleled support services. Additionally, you will play a pivotal role in managing and supporting the Service Operations team, ensuring that service delivery excellence is maintained through your direct assistance in implementing and enhancing operational processes and procedures.

Principal Duties and Responsibilities:

• Ensure the proper functioning and maintenance of all internal and external systems and products serviced by Service Operations.
• Acting as the Single Point of Contact (SPOC) for customers when required, coordinating intervention scheduling with the customer's internal resolver groups and the Service Desk to promptly resolve faults and incidents within SLAs.
• Diligently reporting and escalating to the next level any problems that cannot be resolved.
• Initiating timely escalations to specialized resolver groups, both within and outside the organization, in accordance with customer contract SLAs and monitoring requirements to ensure shortest possible restoral times.
• Performing assigned tasks on an 8x5 Mon-Fri basis, with on-call support as needed.
• Carry out incident and problem management support to the highest standards, coordinating with appropriate resolver groups for swift resolution.
• Supporting senior team members in management reporting and day-to-day task coordination during the absence of the Lead Engineer.
• Provide comprehensive support to both internal and external customers, in strict adherence to the terms of customer contracts and Service Level Agreements (SLAs).

Education and certifications:

Diploma or Bachelor’s degree in Computer Science or any other related field

Required Skills:

· 5+ years of hands-on experience in the Network/Cloud support domain, with a proven track record of delivering support services directly to external customers in adherence to Service Level Agreements (SLAs).

· Strong experience with NSXT, NSXV or VMware data center environments.

· At least one of the following recognized industry certifications: VCP-DCV OR VCP-NV, PCNSE/PCNSA OR NSE7/4, CCNP.

· Proficiency in Cloud, Security, WAN Optimization, and Network protocols.

· Hands-on experience in routing and switching.

· Proactive approach to customer service with a strong sense of ownership and commitment to resolving customer issues to their satisfaction.

· Ability and motivation to work effectively in a team and adapt to rotating shifts.

· Analytical skills to draw conclusions and develop solutions for moderately complex customer problems.

· Aptitude for building relationships with peers, management, clients, and company leadership.

· Competence in configuring and troubleshooting Cloud, LAN, and WAN Infrastructure, along with familiarity with ITIL and IT/network components and principles.

· Demonstrated maturity in handling complex customer issues with professionalism.

· Capability to coach and mentor new team members to facilitate their integration into the team.

· Strong organizational skills to manage team activities and take ownership of issues until resolution.

Preferred Skills:

· Airline experience and/or ATI know-how.

· ITIL Foundation Certificate