Customer Success Team Lead
Atera
Salary
💰 CA$83,000 - CA$90,000 per year
Job Level
Mid-LevelSenior
About the role
- Administer, monitor and maintain software infrastructures and applications
- Manage and own delivery of applications in collaboration with Aviso Business Units
- Lead and facilitate activities with vendors and coordinate with Aviso IT on vendor roadmaps
- Attend Focus Groups and Steering committees and coordinate with delivery teams for development work
- Review application releases under BAU scope and work with IT and Business units on releases
- Manage day-to-day application issues from Aviso Business Units
- Manage BAU ticket queue and scope of work for various applications
- Address regulatory, risk and audit requirement issues
- Manage all configuration changes for applications
- Work with third-party vendors regarding data transfers via SFTP, API and other connectivity modes
- Provide application support, identify bugs and opportunities for enhancements, and liaise between End-Users, Business Analysts and Developers
- Facilitate communication between technology teams and other departments on issue status and resolution
- Provide overnight or weekend support on a rotational basis
- Report to the Director, Service Delivery and Operations Governance
Requirements
- IT related Diploma or Computer Science degree
- 3-5 years as Tier1/Tier2 Application Support in enterprise environment
- Experience using a ticketing system
- Certificat in ITIL
- Experience with SFTP, API, and other connectivity modes
- Excellent customer service and interpersonal skills
- Aptitude for learning, understanding, and applying new concepts
- Excellent analytical, critical thinking and problem solving skills
- Strong organization and detail-orientation with a commitment to documentation
- Fluent communication skills in English are required
- Bilingual skills in French are an asset
