Online Application Specialist

JOB DESCRIPTION

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The incumbent of this position is responsible for providing high-level/complex support services to internal and external partners.

This person ensures that online environment applications remain functional and that customer satisfaction is maintained at a high level.

What you will do

• Provide technical support for online services.
• Identify, research, diagnose, and resolve technical and functional issues in collaboration with development, production, and cross-functional teams.
• Contribute to the implementation of diagnostic tools (telemetry, metrics), monitor them, and correct anomalies as needed (Grafana, Kibana/Elastic).
• Take part in the preparation, configuration, testing, and deployment of online service setups.
• Deliver a high level of customer service to various stakeholders.
• Document, assign, and escalate requests or issues as required.
• Stay up to date with Ops/DevOps trends and new technologies related to our field to ensure continuous improvement.
• Contribute to the development of clear and measurable metrics (success plans, KPIs, etc.) to track the progress of our environments, produce and share data to ensure quality communication.
• Act as the primary point of contact and subject-matter expert by maintaining constant communication with your team members at all stages of the process.

QUALIFICATIONS

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Education

• College diploma in IT or any other relevant training/degree.

Experience

• Experience in IT, online systems operations, or technical support.

What you bring to the team

• Relevant technical experience related to support and operations.
• Strong knowledge of global online services and related tools (JIRA, Confluence, Miro, etc.).
• Ability to make proposals and sound decisions on assigned topics.
• A detail-oriented mindset with a focus on operational needs.
• Excellent communication and interpersonal skills.
• Curiosity, rigor, and autonomy.
• Initiative with a focus on innovation and continuous improvement.
• Strong synthesis skills allowing you to analyze methods and suggest improvements.
• Ability to ensure effective collaboration across different team pillars.

Knowledge

• Bilingual (French and English).
• Good understanding of fundamental concepts related to the online environment and configuration management principles.