Online Application Specialist

2 weeks ago

Montreal, Quebec, Canada Ubisoft Full time $100,000 - $120,000 per year
Job Description

The incumbent of this position is responsible for providing high-level/complex support services to internal and external partners.

This person ensures that online environment applications remain functional and that customer satisfaction is maintained at a high level.

What you will do

  • Provide technical support for online services.

  • Identify, research, diagnose, and resolve technical and functional issues in collaboration with development, production, and cross-functional teams.

  • Contribute to the implementation of diagnostic tools (telemetry, metrics), monitor them, and correct anomalies as needed (Grafana, Kibana/Elastic).

  • Take part in the preparation, configuration, testing, and deployment of online service setups.

  • Deliver a high level of customer service to various stakeholders.

  • Document, assign, and escalate requests or issues as required.

  • Stay up to date with Ops/DevOps trends and new technologies related to our field to ensure continuous improvement.

  • Contribute to the development of clear and measurable metrics (success plans, KPIs, etc.) to track the progress of our environments, produce and share data to ensure quality communication.

  • Act as the primary point of contact and subject-matter expert by maintaining constant communication with your team members at all stages of the process.

Qualifications

Education

  • College diploma in IT or any other relevant training/degree.

Experience

  • Experience in IT, online systems operations, or technical support.

What you bring to the team

  • Relevant technical experience related to support and operations.

  • Strong knowledge of global online services and related tools (JIRA, Confluence, Miro, etc.).

  • Ability to make proposals and sound decisions on assigned topics.

  • A detail-oriented mindset with a focus on operational needs.

  • Excellent communication and interpersonal skills.

  • Curiosity, rigor, and autonomy.

  • Initiative with a focus on innovation and continuous improvement.

  • Strong synthesis skills allowing you to analyze methods and suggest improvements.

  • Ability to ensure effective collaboration across different team pillars.

Knowledge

  • Bilingual (French and English).

  • Good understanding of fundamental concepts related to the online environment and configuration management principles.

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