Bilingual 24/7 Incident Support Coordinator

Interac; Toronto; On-site; CAD 58,000 - 65,000; Full time

Benefits offered by this job

Generous vacation and wellness days

Employer-paid benefits

RRSP program

Employee assistance program

Parental leave top-up

Charitable donation matching

Job summary

Interac Real Time Payments Command Centre is seeking a Technical Support Coordinator to monitor applications and infrastructure, respond to incidents, perform triage, and coordinate with Level 2 teams in a 24x7 onsite Canadian environment. The role requires a CS/CE/InfoSec degree or equivalent, 2–3 years in tech operations, and strong problem-solving abilities.

Fluency in English and French is mandatory, with experience in ServiceNow, Jira, Splunk, PagerDuty, and Dynatrace.

Qualifications

• Bilingual English/French required (written and spoken).
• Degree/diploma in Computer Science, Computer Engineering, Information Security, or equivalent experience.
• 2–3 years in technology operations in a 24x7 environment.
• Strong teamwork, self-motivation, organization, and multitasking ability.
• Proficiency with event management tools and network monitoring systems.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work independently and as part of a team.
• Familiarity with ServiceNow, Jira, Splunk, PagerDuty, Dynatrace.
• Office suite experience (Outlook, MS Teams, SharePoint).
• Willingness to work 12-hour shifts in a 24x7 rotation (days, holidays, weekends, overnights).
• Security clearance: Government of Canada Secret clearance or eligibility.
• Eligibility to work in Canada full-time.
• Must be onsite 100% (no hybrid).

Responsibilities

• Monitor application and infrastructure health and address issues before escalation.
• Respond to incidents and outages to minimize downtime.
• Identify, report, investigate, and escalate incidents.
• Conduct initial triage and impact assessments of events.
• Escalate events to Level 2 Support as needed.
• Collaborate with cross-functional teams to resolve complex issues.
• Perform technical recovery procedures and document steps.
• Support Incident, Change, Release and Problem management processes.
• Develop and maintain playbooks, knowledge articles, and process docs.
• Manage chronic, repeat, and aging incidents with proper escalations.
• Explore automation opportunities to reduce manual tasks.
• Support and participate in new projects and initiatives.

Skills

Bilingual English/French

Team player

Problem-solving

Communication skills

Independent worker

Education

CS/CE/InfoSec degree or equivalent

Tools

ServiceNow

Jira

Splunk

PagerDuty

Dynatrace

Job description

Interac Real Time Payments Command Centre is seeking a Technical Support Coordinator to monitor applications and infrastructure, respond to incidents, perform triage, and coordinate with Level 2 teams in a 24x7 onsite Canadian environment. The role requires a CS/CE/InfoSec degree or equivalent, 2–3 years in tech operations, and strong problem-solving abilities.

Fluency in English and French is mandatory, with experience in ServiceNow, Jira, Splunk, PagerDuty, and Dynatrace.