Our client is searching for a Senior Bilingual Network Administrator to support incident management to improve the customer experience.
Initial 12-month contract with possibility of extension or conversion to permanent, hybrid in Montreal (3 days onsite, 2 days remote).
Responsibilities :
- Available 7 / 24 for escalations one week per month on a rotation basis
- Responsible to implement solutions to improve the customer experience
- Active participation on major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution
- Ability to provide leadership and technical guidance on Major Incident conference calls.
- Proactive approaches to eliminate problematic trends
- Produce and Review Post Mortem Reports in a timely manner
- Facilitate Governance meetings with various partners (Help Desk, Network & Field Services)
- Coordinate with internal teams, customer, partners and suppliers to establish communications and manage expectations
- Ensure quality control on Problem / Incident activities
- Meet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities
- Provide communications to internal business groups and executives throughout the Problems record life cycle
- Identify service improvement opportunities and analyze Risk Assessments
- Acts as the single point of contact for all customer escalations and service assurance related issues
Must-Haves :
- 7+ years as a Network Administrator
- Experience with WAN / LAN networks
- Experience with VoIP technology
- Experience in network security
- Excellent communications skills in English and French .
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