Bilingual Operations Analyst – Digital Nova Scotia – Leading Digital Industry

Bilingual Operations Analyst

About Compugen

Compugen is Canada’s largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.
Dreaming, designing, and delivering isn’t just a mantra for us — it’s a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!

Our Culture

We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We’re not only focused on achieving our goals — we’re dedicated to helping you achieve yours.
If you’re relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

Position Overview: 

As a bilingual Operations Analyst on the National Operation Centre (NOC) team,  you will deliver exceptional technical support to Compugen Managed Services customers, with a primary focus on infrastructure-related issues.  You will monitor and resolves IT infrastructure problems promptly, ensuring minimal disruption with the goal of providing a positive customer experience.   To best support our customers, this role will be required to work a 24/7 rotational schedule, including day, evening and night shifts.  Reporting to the NOC Operations Manager, you will be a part of a skilled, customer-focused team contributing to Compugen’s growth

Key Responsibilities: 

  • Resolve service requests, incidents, and problems by identifying risks, recommending solutions, and ensuring compliance with SLAs.
  • Document procedures and create clear Knowledge Articles to help the NOC Team follow best practices and better support clients.
  • Escalate P1/P2 issues to appropriate teams in case of critical alerts/outages. Follow escalation process by engaging IMs, DMs and Customer for speedy resolution using Conference Bridge.
  • Should be flexible to work on rotational shift Mon-Sun to cover 24x7x365 shifts.
  • Monitor and manage the ticket mailbox queue for the team to ensure work is delegated properly and tickets are closed in a timely manner.
  • Enforce and follow Compugen ITSM policies, procedures, and best practices.

 

Skills & Qualifications: 

 

  • Fluency in both written and spoken English and French is required
  • Ability to work in varying daytime, afternoon and night rotational shifts, Monday to Friday and weekends including statutory holidays. Applicable after 1 month of training period.
  • Computer Science degree/Engineering degree or equivalent practical work experience.
  • Clear understanding of Windows Server 2012, VMware, Hyper-V is required.
  • Familiarity and working knowledge of monitoring tools, such as Logic Monitor.
  • Working knowledge of ITSM tools such as Cherwell, ServiceNow, Remedy.
  • Knowledge of Cloud technology, Azure environment, Systems security, and Cyber Security.
  • Knowledge of Network gear comprising of Appliance, Firewalls, Routers, Switches and APs.
  • Basic experience of working on Cisco, Meraki, Aruba, Fortinet Network Gear.
  • Certifications requirement include CCNA, ITIL, AZ-900, AZ-104, CYSA.
  • Ability to multitask and work under pressure in an environment of change.
  • Excellent customer service skills and a strong ability to diffuse tense customer situations and project a positive, confident outlook.
  • Proficiency required in O365, PowerPoint, Sharepoint, Excel, OneNote & Visio.
  • Organizational skills and a strong attention to detail.
  • A team player and self-motivated and resourceful with good interpersonal skills.
  • Frequently assigned to changing priorities.

What Compugen Offers You:

  • Exciting, fast-paced challenging work environment
  • A culture where authenticity and diversity are valued
  • Professional development
  • Participation in Women in Technology Network
  • Opportunities to give back to our local communities
  • Collaborative supportive team members
  • Remote work/hybrid work options
  • Work/life flexibility

Equity Statement

At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representatives will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table and we are taking deliberate action to make this a reality.