Bilingual Senior Operations Support Specialist

LeverageTek Staffing Solutions; Ottawa; Hybrid; CAD 74,000 - 85,000; Full time

Job summary

LeverageTek Staffing Solutions is seeking a Bilingual Operations Support Specialist (Financial Services) for a permanent full-time role, based in Ottawa with a hybrid work arrangement toward our client in Toronto.

The role requires on-call rotation, security clearance eligibility, and hands-on support for mission-critical financial systems, including incident response, documentation, and process improvement, delivered with strong client service.

Qualifications

• Bilingual fluency in English and French required (written and spoken).
• Able to work permanent shifts and on-call rotation with possible overtime.
• Eligible for Enhanced Reliability security clearance and successful background check.

Responsibilities

• Provide operational support for mission critical systems with 24/7 duties.
• Monitor systems, escalate issues, and mediate incidents with partners and stakeholders.
• Contribute to documentation and process improvement projects.
• Represent the client organization in external meetings and maintain SLA-driven communications.

Skills

Bilingual fluency

Incident management

Education

Post-secondary degree or diploma in Business Administration or Computer Science

Tools

ServiceNow ITSM

Google Workspace

Jira/Confluence

Job description

LeverageTek is actively seeking a Bilingual Operations Support Specialist (Financial Services) for a permanent fulltime position with its Ottawa-Toronto based customer.

Work Location

• Hybrid – successful candidates must be willing to work onsite at the clients Ottawa or Toronto office location 1-week of every quarter – Ie. 1-week every 3-months

Security Requirement

• Must be eligible for an Enhanced Reliability Clearance.

Key Tasks

• Responsible for providing critical support for the clients mission critical systems.
• This position involves 24/7 operational duties, including system monitoring, incident mediation between service partners and external stakeholders / members, and providing direct advisory services to external stakeholders / member clients.
• The position also contributes significantly to documentation and process improvement projects across the organization.
• Further responsibilities include but are not limited to:

Business & Technical Services and Program Delivery

• Actively monitor critical systems and dashboards, escalating as required.
• Respond to issues in a professional and efficient manner and initiating the Incident Response processes properly.
• Support the Incident Manager (Representative) for all “escalated” incidents.
• Recommend critical decisions and support business operations.
• Maintain a high level of customer service throughout all activities and representing the client organization to external stakeholders.
• Maintain a high degree of knowledge regarding the organizations functions through scheduled and self-led training.
• Provide operational support to staff and follow established ITIL processes and best practices.
• Participate in projects as a member and support the successful delivery of said project.

Contacts and Communications

• In a professional manner respond to External Stakeholder / Member requests through preferred channels within agreed SLA timelines.
• Actively communicate with internal staff, service partners and stakeholders to reach an optimal solution to issues.
• Cultivate and maintain strong working relationships with internal stakeholders and service partners to optimize system maintenance and support.
• Maintain support channels with product and service partners.
• Represent the Operational Support team effectively in internal and external meetings.

Key Qualifications

• Minimum three 3-5 years of experience in an Operations Support and/or IT Service Desk Support environment providing Bilingual support in both official languages; English and French. (both written and oral Bilingual fluency required)
• Must be able to work permanent shifts and participate in the on-call support rotation and periodic overtime. Experience providing support for varied shift schedules (morning / afternoon / evening) is required.
• Must be eligible for Enhanced Reliability security clearance. Also must be willing to undergo an extensive background check including criminal, credit, identity, employment, and education checks.

Qualifications

• Post-secondary degree or diploma in Business Administration, Computer Science or other related fields.
• ITIL, HDI or similar industry certifications.
• Previous support experience with mission critical systems in the Financial Services Sector (Banking / Payments etc.)
• Experience with relevant technology products, tools, and/or services such as ServiceNow ITSM tool, Google Workspace and Jira/Confluence.
• Knowledge of Financial Services (Banking and Payments) business operations and technology infrastructure.
• Experience providing operational or technical support Financial Services (Banking and Payments)

Compensation

Based on qualifications and experience: $73,500 to $85,000

About LeverageTek Staffing Solutions

• Thank you for taking the time to apply! Since our company’s inception in March 2003, LeverageTek Staffing Solutions has worked to become a trusted partner with our consultants and customers. LeverageTek provides end-to-end, cross-functional staffing solutions throughout North America. With thousands of successful engagements to our credit with leading public and private sector organizations, we are the experts in identifying, deploying, and supporting IT and business talent on a contract, contract-to-hire, and permanent basis.
• Our responsive service and ability to deliver the right fit, on time and within budget, often leads to repeat engagements and a long-standing relationship.
• Accessibility accommodations are available upon request

LeverageTek's specialized recruiting professionals use their expertise and our proprietary AI to accelerate connections between top talent and leading companies, while ensuring all screening and hiring decisions remain with our expert human team.