Onsite 24/7 Technical Support - Incident Coordinator

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

Benefits offered by this job

Vacation & wellness days

Benefits coverage

RRSP program

Employee assistance program

Parental leave top-up

United Way donation matching

Job summary

Interac Corp. in Toronto, Ontario, is seeking a Technical Support Coordinator to monitor applications and infrastructure, respond to incidents, and drive quick recovery within the Real Time Payments Command Centre.

You will work with cross-functional teams to resolve issues in a 24x7 environment. Ideal candidates bring a CS/IT degree and 2–3 years of tech ops experience, plus proficiency with ServiceNow, Jira, Splunk, PagerDuty, and Dynatrace.

Qualifications

• Requires a degree/diploma in Computer Science, Computer Engineering, Information Security, or equivalent experience.
• 2-3 years of tech operations in a 24x7 environment.
• Strong teamwork, organization, and multi-tasking abilities.
• Proficiency with event management and network monitoring tools.
• Excellent problem-solving and communication skills.

Responsibilities

• Monitor application and infrastructure health and address issues before escalation.
• Respond to incidents and outages to minimize downtime and impact.
• Identify, report, and escalate potential incidents.
• Perform initial triage and impact assessment of events.
• Escalate events to Level 2 Support when needed.
• Collaborate with cross-functional teams to resolve complex issues.
• Document incidents, troubleshooting steps, and resolutions clearly.
• 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 for repeated tasks to reduce manual work.
• Support and participate in new projects and initiatives.

Skills

Incident management

Team player

Problem solving

Communication skills

Independent worker

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

Jira

Splunk

PagerDuty

Dynatrace

MS Office Suite

Job description

Interac Corp. in Toronto, Ontario, is seeking a Technical Support Coordinator to monitor applications and infrastructure, respond to incidents, and drive quick recovery within the Real Time Payments Command Centre.

You will work with cross-functional teams to resolve issues in a 24x7 environment. Ideal candidates bring a CS/IT degree and 2–3 years of tech ops experience, plus proficiency with ServiceNow, Jira, Splunk, PagerDuty, and Dynatrace.