Description

You will lead technical implementations and manage the transition from deployment to day-2 operations in Toronto.

Responsibilities

• Lead technical implementations across cloud and vendor-managed environments.
• Manage operational readiness and transition processes into steady-state operations.
• Act as change lead within enterprise change management using ServiceNow.
• Write technical documentation including operational guides, runbooks, and knowledge bases.
• Perform hands-on troubleshooting using enterprise monitoring and logging tools.

Required Skills

• 5+ years of experience in technical service delivery and problem solving.
• Experience with Splunk, Dynatrace, and Empirics for log analysis and monitoring.
• Support for Java applications such as CCSI and Tel Agent.
• Knowledge of Contact Centre technologies including Genesys Engage, Cloud CX, Cacao, Oracle Clients, Cisco CUCM, and Verint WFO.
• Familiarity with NLU/NLP technologies.
• Experience with enterprise desktop environments, SCCM, GPOs, and patching.
• Proficiency in cloud services including Microsoft Azure and Google GCP.
• Networking knowledge involving Aruba, Global Protect, VPN, Citrix, and Wireshark.
• Understanding of historical reporting, data marts, data warehouses, and ETL processes.

Preferred Skills

• Ability to manage SLAs and align to enterprise standards.

Key Skills

Education

ANY GRADUATE