CA$40.00–CA$55.00 hourly

Full time

Roles and Responsibilities:

- Interaction with team members for knowledge sharing, knowledge transition, and issue resolution.
- Stakeholder management, sharing regular updates, and assisting in preparing operational reports.
- Triaging of issues and coordination with cross-functional teams for timely resolution.
- Follow service management processes (e.g. Incident, Change, Capacity, Problem, etc.).
- Maintaining agreed SLA levels and assuring quality of delivery at all times.
- Adhere to shift rotation plan and operating model.
- Interaction with SMEs on functional issues.
- Coordinate communications between suppliers and business stakeholders for their particular area.
- Track and report progress to stakeholders.
- Working experience in ServiceNow and knowledge of Incident, Problem, Change, SLM, and Knowledge Management processes.
- Shift timings: Monday to Friday, morning 7:00 am–7:00 pm (8-hour job, ROTA will be available).
- On-call support beyond office hours (rarely needed).




- Extended shift timings and weekend working based on customer requirements.
- Working with a manufacturing customer will be an added advantage.
- Day-to-day incident monitoring and resolution (ServiceNow preferred).
- Interaction with client (IT & Business users) on functional issues.
- Triaging of issues and coordination with cross-functional teams for timely resolution.
- Follow service management processes (e.g. Incident, Change, Capacity, Problem, etc.).
- Maintaining agreed SLA levels and assuring quality of delivery at all times.
- Adhere to shift rotation plan and operating model.
- Interaction with SMEs on functional issues.
- Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area.
- Track and report progress to stakeholders.
- Willing to work in shifts (between 7am to 7pm), this is mandatory.

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📌 Ingénieur de projet (407) / Project Engineer (407)
🏢 Textron
📍 Mirabel