IT Operation Incident Officer [#4993]

Alteo Inc.; Montreal (administrative region); On-site; CAD 70,000 - 95,000; Full time

Job summary

Alteo Inc. in Montreal is seeking an IT Operation Incident Officer to contribute to the smooth running of IT operations in a permanent role.

You will help define procedures, analyze platform requirements, and implement solutions to guarantee performance and compliance with processes and regulations. In this position, you will participate in the industrialization of production, support customers and publishers, and produce maintenance plans while ensuring timely incident response and technical

Qualifications

• DEC/BAC in IT or equivalent is required.
• 2-5 years of experience in a similar role or relevant IT operations
• Experience writing technical specifications
• Ability to meet SLA commitments and demonstrate initiative
• Strong reporting and monitoring capabilities
• Team player with flexibility and adaptability
• Excellent communication and user-support orientation

Responsibilities

• Participate in defining procedures to ensure service performance.
• Analyze electronic payment platform requirements and operability constraints.
• Industrialize production and implement the business recovery plan.
• Define and implement operating procedures and qualification/testing protocols.
• Support customers to meet availability and reliability commitments.
• Handle incidents and requests, and define production prerequisites.
• Manage relationships with customers and publishers/service providers.
• Produce activity reports and develop maintenance action plans.
• Define service tasks: alarms, scheduling, backups, and batch planning.
• Provide second/third-level technical user support and incident analysis.

Education

DEC/BAC in IT or equivalent

Job description

Alteo is looking for an IT Operation Incident Officer for a permanent position based in Montreal.

Your main role will be to contribute to the smooth technical running of operations, recommending and implementing methodological and technical solutions to optimize and guarantee the smooth running of operations, while ensuring compliance with processes and regulations.

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