Technical Support Coordinator (Bilingual)

Interac Corp. • Toronto, ON

8d • CA$58,000 - CA$65,000 • Onsite

About The Position

Interac Real Time Payments Command Centre is currently recruiting a Technical Support, Coordinator role. This is a vacant role reporting into the Leader, Interac Real Time Payments Command Centre and an opportunity to join a growing team within a great organization that supports growth and professional development.

Requirements

• Fluency in both English and French (written and spoken) is required for this role.
• A degree/diploma from a post-secondary educational program with specialization in Computer Science, Computer Engineering, Information Security Program, or equivalent work experience.
• Minimum of 2-3 years of work experience in technology operations in a 24x7 environment.
• Strong team player, self-motivated, highly organized, and able to multi-task in a fast-paced, dynamic environment.
• Proficiency with event management tools and network monitoring systems.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Familiarity with tools such as ServiceNow, Jira, Splunk, PagerDuty, Dynatrace
• Experience working with basic Office Suite (Outlook, MS Teams, SharePoint, etc.)
• Must be willing to work 12 hour shifts, in a 24x7 rotation schedule, including days, holidays, weekends, and overnights.
• Must have Government of Canada Secret Clearance or be eligible to obtain it.
• Eligibility to work for Interac Corp. in Canada in a full-time capacity.
• Must be willing to work 100% onsite, hybrid options are not available for this position.
• Successful candidates will be required to complete background checks, which may include, Canadian Criminal Credit Check, Canadian ID Cross-Check, Public Safety Verification, 5-year Employment Verification, Education Verification, Credit Check, and Social Media Check.

Nice To Haves

• ITIL V4 Certification or higher

Responsibilities

• Monitoring application and infrastructure health, identifying and addressing potential issues before they escalate.
• Responding promptly to incidents and outages, ensuring minimal downtime and impact on operations.
• Identifying, reporting, and investigating/escalating potential incidents.
• Conducting initial triage, including performing an impact assessment of detected events.
• Escalating events for further investigation by Level 2 Support teams.
• Collaborating with cross-functional and support teams to resolve complex technical issues.
• Performing technical recovery procedures
• Documenting incidents, troubleshooting steps, and resolutions in a clear and concise manner.
• Supporting the Incident, Change, Release and Problem management processes.
• Developing and maintaining playbooks, Knowledge articles, and process documentation.
• Managing chronic, repeat, and aging incidents with proper internal/external escalations.
• Exploring new automation opportunities for any repeated tasks to reduce human touch.
• Supporting and participating in new projects and initiatives.
• Other related tasks as required.

Benefits

• Generous vacation and wellness days to help you recharge
• Comprehensive employer-paid benefits coverage for peace of mind
• Market-leading employer-funded RRSP program to invest in your future
• Access to a free and confidential 24/7 employee & family assistance program to offer support for you and your immediate family
• Pregnancy and parental leave top-up to support growing families
• Charitable donation matching with United Way to amplify your impact

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree