Customer Support Manager

IT - Application & Software Development
Montreal, QC
Permanent
Sep 21, 2021

Our client…

Our client is an up and coming colo and managed services organization with location all over Canada, including their main hub in Montreal.  The goal of the company is to build and acquire increased data center and managed hosting capability across the country

What’s in it for you?

If you want to join a dynamic team where you have a chance to make meaningful change, a client with great growth potential, then is a great role for you. 

Responsibilities:

  • Lead and manage the L1 and L2 team.
    • Team management, recruiting, hiring, performance management and coaching
    • 24x7 schedule coverage management
    • Overtime hours review and approvals
  • Training team in procedures, policies, lessons learned, systems
  • Escalations including customers and internal issues/incidents
  • Close ticket oversight including ticket response times, aging, classification
  • Major Incident management leadership, process adherence and compliance
  • Monitor daily support volumes such as tickets and phone calls to ensure we have the capacity to support and scale
  • Team’s use of monitoring systems to detect equipment and software systems faults and alerts
  • Identify and implement changes in policy/procedure as required
  • Conduct incident post mortems and reason for outage reports to ensure we understand root cause and use problem management systems to mature our processes based on continual learning
  • Ensure the team tracks preventative maintenance activities tickets and manage associated customer notifications
  • Lead the development of incident reports and follow-ups
  • Ensure close tracking of assets and overall inventory management
  • Track and advance process improvement projects
  • Weekly operations metrics/ KPI tracking, incident summaries and follow-up actions, analysis and reporting

Must Have:

  • Network Operations Center (NOC) background and experience preferred
  • Service provider experience preferably in data centre colocation and/or managed services
  • Some technical understanding of electrical, mechanical systems including but not limited to power distribution, UPS, generators, CRAC/CRAHs, chiller plants, ASHRAE
  • Physical security systems knowledge. Access control, surveillance and biometrics
  • ITIL experience with a focus on incident, change and problem management best practices
  • Managed services/IT background including server, storage, and network systems
  • Extensive partner engagement including 3rd party carriers and MSPs. Development of escalation and hand-off procedures
  • Experience with large enterprise, technology and government customers requiring highly regimented process and reporting
  • Very strong writing skills required in both English and French to ensure that customer communications and reports are clear, confidence inspiring and sufficiently detailed
  • Past exposure to a highly efficient, lean entrepreneurial environment
  • Highly organized, good planner, tracking of follow-ups
  • Proven ability to partner with Operations and Business leader peers to get alignment and ensure consistent processes

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