About ALTEN

ALTEN is a global leader in Research & Development, Engineering, IT Services, Life Sciences, and Network Services. With a presence in more than 30 countries and a team of over 60,000 employees, we are trusted by industry leaders worldwide to deliver pioneering solutions and drive technical excellence.

ALTEN CANADA, a proud subsidiary of ALTEN headquartered in France, is dedicated to serving the Canadian market. With offices in Montreal and Toronto, we combine global expertise with local insight to accelerate innovation across Canada.

At ALTEN CANADA, our consultants thrive on solving complex, highly technical challenges across diverse industries. From Life Sciences to Energy, Automation to Manufacturing, Aviation, Defense, Automotive, Rail and Transportation, to Information Systems and Telecommunications, our unwavering commitment to excellence is shaping the future of technology and industry.

We are looking to hire an experienced Sr. Operation Support Manager (Incident Management) for our client in GTA.

Job Requirements

Location: Mississauga, Ontario

Travel Requirement: Up to 20%

Employment Type: Permanent

Key Responsibilities

Incident Management (40%): Lead real-time issue resolution, coordinate command center activities, ensure clear communication during service disruptions, conduct root cause analysis, and deliver post-incident reports. Operations Support (20%): Develop and deploy solutions (e.g., IVR call flow configurations), ensure scalability and reliability, and integrate with enterprise systems. Vendor Management (10%): Oversee production support teams, manage vendor relationships, contracts, and SLA performance. Communications (10%): Provide status updates, executive summaries, and strategic insights to stakeholders. Ensure timely communication during and after incidents. Team Leadership (10%): Lead, mentor, and develop a high-performing team aligned with organizational goals. Budget Management (10%): Develop and manage the technology budget, optimize costs, and oversee vendor contracts.

Skills & qualifications

9+ years of professional experience in IT Operations within a Contact Center. 6+ years of management experience. 9+ years of experience with contact center technologies (voice, chat, email, SMS), monitoring tools, and incident management frameworks (e.g., ServiceNow, Jira, ITIL). Knowledge of network infrastructure, cloud-based solutions, and system integrations. Strong vendor management experience, including contract negotiation and SLA enforcement.

Nice-to-Have Qualifications

Healthcare industry experience. Consulting experience. Experience with automation, AI, speech analytics, and data visualization. Practical experience with CCaaS and Salesforce.

Tools / software / methodology / certification:

Monitoring tools: ServiceNow, Jira. ITIL framework. Cloud-based solutions and system integrations.

Why Join Us?

ALTEN Canada fosters a dynamic, collaborative work environment where every team member is empowered to reach their full potential. We are deeply committed to investing in our people by offering meaningful experiences and supporting continuous learning, growth, and career development.

At ALTEN Canada, your skills are celebrated, your ambitions supported, and your growth continuously nurtured. Join us and discover the difference of working with a company that values innovation, collaboration, and excellence.

ALTEN CANADA is committed to promoting diversity, equity, and inclusion. We strive to provide a work environment where every individual feels welcomed, valued, and respected, allowing them to thrive to their full potential. This includes our dedication to offering accessibility measures to those who require them. Should you require accommodation during our recruitment process, please reach out to us.

Alten uses artificial intelligence tools to support certain administrative aspects of the recruitment process, such as interview note-taking and résumé formatting. These tools do not make hiring decisions. Candidate consent is always obtained prior to use.

Notice

This job posting corresponds to an active and immediate vacancy currently open with one of Alten’s clients.