Les Films Sony Imageworks is located on unceded and traditional territories of the Kanien'keha:ka (Mohawk) people. We are committed to respecting traditional lands and working with communities toward reconciliation.
Sony Pictures Imageworks is an Academy Award®-winning visual effects and animation studio with offices in Vancouver (CAN), Montreal (CAN), and Los Angeles (USA). Les Films Sony Imageworks Quebec is known for photoreal live-action visual effects, dynamic creature and character animation and full-CG features.
Les Films Sony Imageworks Québec Inc.
700 Saint-Hubert, suite 400, Montreal, QC H2Y 0C1 Canada
Language in work environment - Excellent communication skills in both French and English to deal with global aspects of business
Benefits per company policy: include healthcare, tuition reimbursement, RRSP's, Sick and Vacation leave, standard increases as applicable
Job Description
As a Level 2 Service Operations Analyst, you will be the one of the first lines of support for the organization, receiving incidents and service requests from Level 1 and internal clients, recording them in the ITSM system, resolving where possible and escalating them to Level 3 if you are unable to resolve them. You will also be assigned to certain projects or other initiatives as time permits. You will act as an agent for process improvement and collaborate in the identification of strategies to empower the Service Desk team in achieving higher first-contact resolution rates.
Education, Qualifications and Experience
Formal Education
Bachelor’s degree, with a preference for Computer Science, Engineering or other technical degree
Professional Certifications
ITIL Foundations would be desirable
Experience
3+ years’ experience working on a helpdesk or other customer service role, preferably in a Media related industry
Experience in customer service management techniques
Experience working in a Linux or Windows environment providing technical support
Experience working with FreshService or a similar service management system
Experience with Zabbix for monitoring and alerting, including configuration and troubleshooting.
Familiarity with PagerDuty for incident management and on-call schedule management.
A true team player with great communication and interpersonal skills
Skills and Responsibilities
Customer Service Support
Responds to common requests for service by providing information to enable fulfillment
Promptly allocates unresolved calls as appropriate
Maintains records, informs users about (maybe) regarding the process and advises relevant persons of actions taken
Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation
Incident Management
Follows agreed procedures to identify, register, and categorise incidents
Gathers information to enable incident resolution and allocates incidents as appropriate
Prioritizes and diagnoses incidents. Investigates causes of incidents and seeks resolution
Escalates unresolved incidents, collaborating with Level 3 teams and leveraging tools like PagerDuty for effective communication and resolution.
Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents
Contributes to testing and improving incident management procedures
Systems Installation and Removal
Installs or removes hardware and/or software, using supplied installation instructions and tools, including handover to the client
Uses standard procedures and diagnostic tools to test installations, correct problems, and document results
Records details of all components that have been installed and removed. Assists users and follows agreed procedures for further help or escalation
Documents and reports on work done
Network Support
Assists in the investigation and resolution of network problems
Application Support
Assists in the investigation and resolution of issues relating to applications
Security Operations
Receives and responds to routine requests for security support. Maintains records and advises relevant persons of actions taken
Assists in the investigation and resolution of issues relating to access controls and security systems
Monitoring and Alerting
Utilizes Zabbix to monitor system performance, identify anomalies, and respond to alerts efficiently.
Configures and maintains Zabbix templates, items, triggers, and graphs.
Investigates and troubleshoots issues identified through monitoring systems.
On-Call Management
Participates in on-call rotations if required, responding to incidents and alerts escalated via PagerDuty.
Ensures timely acknowledgment and resolution of critical issues
Knowledge Management
Maintains knowledge management systems and content to meet business needs
Supports others to enable them to complete knowledge management activities and form knowledge management habits. Supports changes to work practices to support capture and use of knowledge
Reports on the progress of knowledge management activities
Asset Management
Applies tools, techniques and processes to create and maintain an accurate asset register
Produces reports and analysis to support asset management activities and aid decision-making
Other
You will establish a clear understanding of the company's vision, goals and strategy and actively contribute to the achievement of the goals and execution of the strategy
You will be an SME in the organization, responsible for both setting the standards for project management and holding the organization accountable to the standards
Results-oriented with a history of consistently meeting deadlines
Excellent written and spoken technical English
Ability to work with distributed teams
We value unique perspectives, and want diverse, unique talent to work with us. We encourage candidates from all identities to apply.
Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, national origin, disability, age, sexual orientation, gender identity, or other protected characteristics.
