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We are looking for a

Support Manager – Operations (m/f)

As one of the fastest growing multi-channel software leaders in Europe and North America, we’d like to strengthen our teams in our Montreal office. hybris is a fast-growing global company, which means you have a great opportunity to grow and succeed with us!

Top organizations such as Adidas, Lufthansa, Nespresso, Toy’s’R’Us, Reebok, Pirelli have chosen hybris. The hybris suite supports a number of sales and marketing channels including e-commerce, mobile, Call Center and Print Publications.

hybris Canada Inc, is searching for a Support Manager to join it’s team. As a Support Manager you will develop and manage the Level 1, 2 & 3 support teams (Service Desk) and associated work activities in North America and Europe. You will be responsible for improving the overall responsiveness and time to resolve incidents and ultimately the customer satisfaction within Managed Services. Utilizing key performance metrics for time to acknowledge time to resolve develop service dashboard and report on regular basis to operations director. Utilizing KPI dashboard continuously improve service delivery and show performance improvement through KPI reporting.
  • Your Responsibilities
    • Build and maintain a support team to be the central point of contact and information exchanged between Manage Services and the application/product support teams or other users/customers on a day-to-day basis.
    • Ensure the support team is also the focal point for reporting Incidents (disruptions or potential disruptions in service availability or quality) and for users making routine Service Requests.
    • Ensure the Managed Services systems are adequately monitored 24 x 7 x 365 in all the Managed Services Data Centers.
    • Ensure the team responds to Level 1, Level 2 and Level 3 incidents with emphasis on resolving a high number of incidents in the first call and reducing the mean time to resolve.
    • Work with the Managed Services team and other Product and Application Support teams to establish and manage the appropriate metrics for Support Management.
  • Your Qualifications
    • Minimum of Bachelor Degree in Computer Science or related discipline.
    • Minimum of 9 years of experience working in information technology as an engineer, system administrator or technical support engineer.
    • Minimum of 3 years managing a support team (Service Desk) that quickly responds and resolves.
    • Minimum of 3 years working in managed services or as a third-party IT service provider.
    • Strong verbal and written communications skills.
    • ITIL Certification(s) is considered an asset
    • Technology Certification(s) is considered an asset
    • Knowledge of Operational Improvement Processes, Methods and Techniques.
    • Experience with Systems Administration of Microsoft and Linux.
    • Experience with Networks and Network Services, Cisco and HP.
    • Experience with Data Storage technology (NAS/SAN)
    • Willingness to travel internationally as needed where there are managed services data centers, which are currently in Montreal, Boston USA and Frankfurt Germany.
What we offer
We offer a challenging work environment with abundant opportunities for you to demonstrate your abilities and learn new skills. hybris has a flat organizational structure allowing all employees the ability to contribute.
We also encourage the innovative use of new technology and ideas. At hybris, you will enjoy working with smart, dynamic co-workers. We value your enthusiasm to do what it takes to deliver superior results to our clients.
hybris offers a nice work environment located downtown Montreal (metro Peel and Central station), free access to a gym, group insurance, Friday employee breakfast and more.

Are you interested?
Please apply at jobs-am@hybris.com referring to “Support Manager (m/f)”.