Overview
System Integrator Jobs in Montréal – Quebec at Sryas – an Orion Innovation Company
Title: System Integrator
Company: Sryas – an Orion Innovation Company
Location: Montréal – Quebec
Category: Customer Service/HelpDesk, IT/Tech
Role:
Systems Integrator – Bilingual (French+ English)
Location:
Montreal, QCDetails:
Hybrid – Minimum 3 days in office1 year contract role Please note – 24hr availability required to respond to incidents.
Mandatory Bilingual (French + English)
Description:
The manager, problem and incident management (operations service center), is responsible for providing proactive or reactive solutions to prevent or resolve all different aspects of “customer-related” problems. Our business model is
customer-centric
and involves shared responsibilities among service teams regarding the management of customer problems. This
transparent
approach to customer service is a key factor in achieving the highest levels in the industry for
customer satisfaction
.
Going forward, our business strategy is to build on this solid foundation of loyal clientele and promote our range of new IP services and value-added services. The manager of problem and incident management plays a very important role and is an integral part of the end-to-end solution.
Main Responsibilities:
Available 7/24 for escalations. Take responsibility for solutions aimed at improving customer experience. Actively follow up on severe incidents until they are resolved to meet expected indicators (EQS, OQS). Provide
leadership
and technical guidance during conference calls about severe incidents. Demonstrate a proactive approach to eliminating problematic trends. Produce and review timely retrospective analyses. Lead governance meetings with various partners (Help Center teams, Network and External Services).
Coordinate internal teams, partners, and suppliers to establish
communication
and manage expectations. Ensure
quality control
of problem and incident management activities. Regularly meet with customer account managers to present results and action plans related to problem management. Inform internal business groups and senior leaders throughout the problem file lifecycle. Identify service improvement opportunities and analyze risk assessments. The manager of incident management has the mandate to act as the single point of contact for all customer escalations and service assurance issues.
Essential
Qualifications:
KEY SKILLS At least three years of experience in the industry. Excellent knowledge of the telecommunications sector, including the following areas:
Data centers Managed services (voice and data) Local and wide-area network technologies Applications (email, client-server applications, etc.) Security solutions Voice over IP (VoIP).
