Global Digital Support Specialist
1 day ago
Finning International Inc. is a leading provider of equipment, service solutions, and data-driven insights to the mining, construction, and energy industries. As a global support specialist, you will be part of a dynamic team responsible for delivering exceptional support experiences to our customers worldwide.
Job Overview
We are seeking an experienced Global Digital Support Specialist to join our platform support team. In this role, you will work closely with cross-functional teams to troubleshoot and resolve production incidents, define and implement software monitoring and alerting, and identify opportunities to improve the support organization and processes.
Key Responsibilities
- Troubleshoot and resolve production incidents in collaboration with Tier 1 Customer Support and Tier 3 Platform Operations teams.
- Assess, resolve, and assign production incidents in a timely manner.
- Develop and implement effective software monitoring and alerting strategies to minimize downtime and ensure high system availability.
- Collaborate with the support team to drive continuous improvement initiatives, including process enhancements, knowledge base article development, and mentorship programs.
Requirements
To succeed in this role, you must have:
- A minimum of 3+ years of experience in a global service support operations organization, with 24/7 on-call coverage, supporting cloud-based solutions.
- Practical experience in building operations reports with PowerBI, Azure Dashboards, and/or Excel.
- Hands-on experience working with SQL databases and ITSM tools such as ServiceNow.
- Excellent problem-solving skills, analytical thinking, and communication skills.
- Bachelor's degree in Computer Science or related field, or equivalent industry experience.
Salary Information
The estimated annual salary for this position is $85,000-$110,000 CAD, depending on location and experience. This estimate may vary based on factors such as market conditions, qualifications, and company requirements.
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