Bilingual Operations Support Specialist (Financial …, Ahuntsic North

LeverageTek is actively seeking a Bilingual Operations Support Specialist (Financial Services) for a permanent full‑time position with its Ottawa‑Toronto based customer. The role requires a hybrid work location with onsite presence at the client’s Ottawa or Toronto office one week every quarter.Key Tasks

Responsible for providing critical support for the client’s mission‑critical systems. Operate 24/7, including system monitoring, incident mediation between service partners and external stakeholders/members, and providing direct advisory services to external stakeholder/member clients. Contribute to documentation and process‑improvement projects across the organization.Business&Technical Services and Program Delivery responsibilities. Actively monitor critical systems and dashboards, escalating as required. Respond to issues professionally and efficiently, initiating Incident Response processes correctly. Support the Incident Manager (Representative) for all escalated incidents.Recommend critical decisions and support business operations. Maintain high customer service levels throughout all activities and represent the client organization to external stakeholders. Maintain extensive knowledge of the organization’s functions through scheduled and self‑led training. Provide operational support to staff and follow established ITIL processes and best practices.Participate in projects as a member and support successful project delivery. Contacts and Communications

Answer External Stakeholder / Member requests through preferred channels within agreed SLA timelines. Communicate effectively with internal staff, service partners, and stakeholders to reach optimal solutions. Cultivate and maintain solid working relationships with internal stakeholders and service partners to optimize system maintenance and support.Maintain support channels with product and service partners. Represent the Operational Support team effectively in internal and external meetings. Key Qualifications

Minimum 3–5 years experience in an Operations Support or IT Service Desk Support environment, providing bilingual support in both official languages (English and French, both written and oral). Ability to work permanent shifts, participate in on‑call support rotation, and handle periodic overtime.Willingness to undergo extensive background checks, including criminal, credit, identity, employment, and education checks. Eligibility for Enhanced Reliability security clearance. Additional Qualifications

Post‑secondary degree or diploma in Business Administration, Computer Science, or related field. ITIL, HDI, or similar industry certifications. Previous support experience with mission‑critical systems in the Financial Services sector (banking/payments). Experience with ServiceNow ITSM, Google Workspace, Jira/Confluence, and other relevant technology products, tools, and services.Knowledge of financial services (banking and payments) business operations and technology infrastructure. Experience providing operational or technical support in the financial services (banking and payments) sector. Compensation based on qualifications and experience: $73,500 to $122,500.

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