IT Operation Incident Officer [#4969]

Alteo Inc.; Montreal (administrative region); On-site; CAD 60,000 - 90,000; Full time

Job summary

Alteo Inc. in Montreal is seeking an IT operations professional to participate in defining procedures ensuring service performance and adherence to SLA commitments.

You will study electronic payment platform requirements, analyze operability constraints, and help industrialize production while supporting the business recovery plan. The role emphasizes initiative, collaboration with customers and publishers, and strong reporting to ensure reliability.

Qualifications

• DEC/BAC in IT or equivalent.
• 2-5 years of experience in a similar role.
• Writing technical specifications.
• Compliance with commitments (SLA).
• Taking initiative.
• Reporting & monitoring.
• Sense of initiative, flexibility.
• Team player.
• Ability to provide support and assistance.

Responsibilities

• Participate in defining procedures to ensure service performance.
• Participate in the study and analysis of electronic payment platform requirements.
• Participate in the analysis of operability constraints.
• Participate in the industrialization of production and the implementation of the business recovery plan.
• Participate in the definition and implementation of operating procedures.
• Participate in the drafting of qualification and patch testing procedures.
• Participate in customer support with the aim of meeting availability and reliability commitments.
• Participate in the handling and processing of requests and incidents.
• Participate in the definition of production prerequisites.
• Participate in the management of relationships between customers and publishers/service providers.
• Participate in the production of activity reports.
• Participate in the development of maintenance action plans.
• Participate in defining service tasks: alarms, scheduling, backups, and planning batch processing.
• Participate in user support with the aim of ensuring that reported anomalies are processed.
• Participate in technical support for users (2nd and 3rd levels).
• Participate in time-sensitive interventions during operational incidents (e.g., analysis, diagnosis, and resolution).
• Participate in anticipating user needs and system developments.
• Participate in technical documentation.
• Participate in monitoring operational incidents, analyzing causes, and taking associated corrective measures.

Skills

SLA compliance

Taking initiative

Reporting & monitoring

Team player

Technical writing

Flexibility

Education

DEC/BAC in IT or equivalent

Job description

Responsibilities:

Participate in defining procedures to ensure service performance

• Participate in the study and analysis of electronic payment platform requirements
• Participate in the analysis of operability constraints
• Participate in the industrialization of production and the implementation of the business recovery plan
• Participate in the definition and implementation of operating procedures
• Participate in the drafting of qualification and patch testing procedures

Participate in customer support with the aim of meeting availability and reliability commitments

• Participate in the handling and processing of requests and incidents
• Participate in the definition of production prerequisites
• Participate in the management of relationships between customers and publishers/service providers
• Participate in the production of activity reports
• Participate in the development of maintenance action plans
• Participate in defining service tasks: alarms, scheduling, backups, and planning batch processing

Participate in user support with the aim of ensuring that reported anomalies are processed

• Participate in technical support for users (2nd and 3rd levels)
• Participate in time-sensitive interventions during operational incidents (e.g., analysis, diagnosis, and resolution)
• Participate in anticipating user needs and system developments
• Participate in technical documentation
• Participate in monitoring operational incidents, analyzing causes, and taking associated corrective measures

Profile:

• DEC/BAC in IT or equivalent
• 2-5 years of experience in a similar role
• Writing technical specifications
• Compliance with commitments (SLA)
• Taking initiative
• Reporting & Monitoring
• Sense of initiative, flexibility
• Team player
• Ability to provide support and assistance