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Consultant, Operational Support

3 weeks ago

Montréal, Canada CTConsultants Full time

**CTC007335 - Consultant, Operational Support**:
**Type d'emploi: Contract**:
**Durée: Eleven months**:
**Mode de travail: Mixed**:
**Description**:
IMPORTANT

Bilingual a must

Hybrid role - 2 to 3 days required from the office

Key Responsibilities:
Available 7/24 for escalations one week per month on a rotation basis

Responsible to implement solutions to improve the customer experience

Active participation on major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution

Ability to provide leadership and technical guidance on Major Incident conference calls.

Proactive approaches to eliminate problematic trends

Produce and Review Post Mortem Reports in a timely manner

Facilitate Governance meetings with various partners (Help Desk, Network & Field Services)

Coordinate with internal teams, customer, partners and suppliers to establish communications and manage expectations

Ensure quality control on Problem/Incident activities

Meet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities

Provide communications to internal business groups and executives throughout the Problems record life cycle

Identify service improvement opportunities and analyze Risk Assessments

Acts as the single point of contact for all customer escalations and service assurance related issues

Top 3 skills sets and qualifications
- Availability,

technical skills (LAN and WAN technologies, VoIP, Security),

reliability

Essential qualifications:
At least three years industry experience.

Excellent knowledge of the telecommunications sector, including the following areas:
Data centers

Managed services (voice and data)

LAN and WAN technologies

Security solutions

Voice over IP (VoIP)

Desired qualifications:
Degree in electrical engineering, computer science or equivalent

Certification training from Cisco, Juniper, F5 and similar network vendors

Knowledge of Microsoft Office products

Knowledge of ITIL fundamentals

**Etes-vous sûr?**: