Job Description

Alteo is looking for an IT Operation Incident Officer for a permanent position based in Montreal.
Your main role will be to contribute to the smooth technical running of operations, recommending and implementing methodological and technical solutions to optimize and guarantee the smooth running of operations, while ensuring compliance with processes and regulations.
Responsibilities:
> Participate in defining procedures to ensure service performance

• Participate in the study and analysis of electronic payment platform requirements
• Participate in the analysis of operability constraints
• Participate in the industrialization of production and the implementation of the business recovery plan
• Participate in the definition and implementation of operating procedures
• Participate in the drafting of qualification and patch testing procedures

> Participate in customer support with the aim of meeting availability and reliability commitments

• Participate in the handling and processing of requests and incidents
• Participate in the definition of production prerequisites
• Participate in the management of relationships between customers and publishers/service providers
• Participate in the production of activity reports
• Participate in the development of maintenance action plans
• Participate in defining service tasks: alarms, scheduling, backups, and planning batch processing

> Participate in user support with the aim of ensuring that reported anomalies are processed

• Participate in technical support for users (2nd and 3rd levels)
• Participate in time-sensitive interventions during operational incidents (e.g., analysis, diagnosis, and resolution)
• Participate in anticipating user needs and system developments
• Participate in technical documentation
• Participate in monitoring operational incidents, analyzing causes, and taking associated corrective measures

Profile:

• DEC/BAC in IT or equivalent
• 2-5 years of experience in a similar role
• Writing technical specifications
• Customer focus
• Compliance with commitments (SLA)
• Taking initiative
• Anticipating problems
• Reporting & Monitoring
• Sense of initiative, flexibility
• Team player
• Ability to provide support and assistance

Alteo est a la recherche d'un Responsable Operations et Incidents pour un poste permanent base a Montreal.
Votre role principal sera de participer au bon fonctionnement technique des operations, la preconisation et la mise en oeuvre des solutions methodologiques et techniques permettant d'optimiser de garantir le bon deroulement des operations, tout en veillant au respect des processus et reglementation.
Responsabilites:
> Participer a la definition des procedures dans le but d'assurer la performance des services

• Participer a l'etude et l'analyse des besoins en matiere de plateforme d'exploitation monetique
• Participer a l'analyse des contraintes d'exploitabilite
• Participer a l'industrialisation de la production et la mise en oeuvre du plan de reprise des activites
• Participer a la definition et la realisation des procedures d'exploitation
• Participer a la redaction des procedures de qualification et de test des correctifs

> Participer au support client dans le but de respecter les engagements de disponibilite et de fiabilite

• Participer a la prise en charge et le traitement des demandes et des incidents
• Participer a la definition des prerequis de mise en production
• Participer a la gestion de relation entre les clients et les editeurs/fournisseurs de service
• Participer a la production des rapports d'activite
• Participer a l'elaboration des plans des actions de maintenance
• Participer a la definition des taches de servitude : alarmes, ordonnancement, sauvegardes et planifier les traitements (Batch)

> Participer au support utilisateurs dans le but de garantir le traitement des anomalies remontees

• Participer au support technique aux utilisateurs (2e et 3e niveaux)
• Participer a l'intervention sous contraintes de delais lors des incidents d'exploitation (e.g. analyse, diagnostic et resolution)
• Participer a l'anticipation des besoins des utilisateurs et les evolutions du systeme
• Participer a la documentation technique
• Participer au suivi des incidents d'exploitation, en analysant les causes et prenant les mesures correctives associees

Profil:

• DEC/BAC en IT ou l'equivalent
• 2-5 annees d'experience dans un role similaire
• Redaction de specifications techniques
• Orientation Client
• Respect des engagements (SLA)
• Prise d'initiative
• Anticipation des problemes
• Reporting & Monitoring
• Sens de l'initiative, flexibilite
• Joueur d'equipe
• Capacite a apporter support et assistance

Skills Required