Bilingual (Spanish) Production Support Consultant

3 weeks ago

Toronto Ontario, Ontario, Canada Kumaran Systems Full time

You’ll be responsible for providing investigation and second-level support on client issues, technical issues, system/website outages and questions from all internal and external applications by maintaining, prioritisation and addressing respective technology groups and vendors. You’ll be responsible for maintaining the production applications and day-to-day operational activities, managing escalations and modifying established procedures/approaches to suit specific situations including 24/7 support and coordination of recovery efforts.


How You’ll Succeed

Production support - Investigate and define operational issues and prioritize based on severity, risk and/or strategic business needs. Manage issue logs and Contact Centre requests. Design and implement solutions to prevent recurrence with the end goal of ensuring client satisfaction.

Partnership - Work as a regular liaison with business partners, technology partners, senior management team, and internal and external clients. Ensure internal clients are well-informed of the team mandate and nature, including relevant policies and legislation changes. Promote and support the concepts, products and services of the Channel Support area.

Projects delivery - Act as subject matter expert in the assessment of impacts for planned system changes and projects, ensuring compliance with relevant organization standards (Business, Continuity, Security, Compliance, and Privacy); develop and maintain productive relationships with Technology, QA, Project team and others. Research, evaluate and support the development and implementation of new and/or revised policies, procedures and standards. Investigate, research and provide recommendations on issues and system outages.


Who You Are?


  • You can demonstrate experience in internal applications, you have working knowledge of brokerage products/services, structure and operations sufficient to apply and adopt standard practices and processes for generally related operational activities.
  • Strong knowledge and experience in UNIX/Linux, SSL Certificates, Cloud Technology/Azure, and Programming Skills such as (Shell scripting, Perl, Java, Python).
  • Working knowledge and experience in. DevOps Methodology & Tools (Jenkins, Etc), Containers: Caas, OpenShift, Service Now, Incident Management, Jira/Confluence, Dynatrace, Autosys, Feed Hub, Alteryx, Power BI, ThoughtSpot, Databases SQL, Oracle, RBAC.
  • You’re a Bilingual person, who can be able to communicate in Spanish with the nearshore clients/team.
  • Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.
  • You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.
  • You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision-making.
  • You put our clients first. You engage with purpose to find the right solutions. You go the extra mile because it's the right thing to do.
  • Values matter to you. You bring your real self to work, and you live our values - trust, teamwork, and accountability.


Education:

Bachelor’s degree/University degree or equivalent experience.

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