Description
Senior IT Support Coordinator - coordinate, optimize, oversee IT support ops for enterprise IS + distributed apps.
Combines IT support leadership w/ MS SQL Server + .NET distributed solutions. Incident mgmt, service continuity,
escalation, user support. Liaison between users + L1/L2/L3 + dev + IT stakeholders.
Must have
• 15+ yrs IT support (17+ BSc, 22+ secondary)
• 10+ yrs MS SQL Server (querying, monitoring, troubleshooting, tuning)
• 10+ yrs .NET distributed solution support
• ITIL-aligned incident / problem / service request / escalation / improvement
• Major incident coordination + RCA + corrective + preventive
• Service performance monitoring: KPIs, SLAs, backlogs, resolution times
• Knowledge mgmt + support docs + user guides
• Stakeholder mgmt + L1-L3 support coordination
• English C1 + French C1 (BOTH mandatory)
Nice to have
• PM2-Agile
• Grant / funding mgmt systems in intergov / central national admin
• Complex institutional / public-sector info systems
Skills
Microsoft SQL Server
SQL Querying
Database Monitoring
Query Optimization
Performance Tuning
.NET
Distributed Applications
Application Support
ITIL
Incident Management
Problem Management
Service Request Management
Escalation Management
Major Incident Coordination
Root-Cause Analysis
IT Support Operations
L1-L3 Support Coordination
SLA Monitoring
KPI Monitoring
FCR
MTTR
Backlog Management
Service Performance Reporting
Knowledge Management
Technical Documentation
SharePoint
Microsoft Teams
Wikis
Stakeholder Management
User Support
User Training
Cross-Team Collaboration
Continuous Improvement
Communication
Leadership
Analytical Skills
English
French
PM2-Agile
