Job Description: Technical Skills: Mastery of ITIL processes Incident Problem Knowledge Management.

Management of an incident backlog prioritization SLAOLA compliance end to end follow up.

Handling of major incidents P1 coordination communication post mortem analysis.

Experience with the Follow the Sun operational model is a plus.

Advanced use of ticketing tools Service

Now.

Analysis and production of KPIs dashboards.

Broad technical knowledge workstation settings.

Understanding of automation and process optimization initiatives.

Management of operational documentation.

Functional Interpersonal Skills: Operational leadership and ability to lead global teams.

Excellent verbal and written communication including in crisis situations.

Solid organizational skills rigor and ability to prioritize effectively.

Stress management and quick decision making in critical situations.

Analytical mindset to diagnose and resolve incidents efficiently.

Customer oriented attitude and solid service mindset.

Ability to drive continuous improvement initiatives.

Years of Experience 5 to 7 years.

📌 Ams Support Manager Montreal
🏢 Cynet Systems
📍 Montreal