Job Expired
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This posting has expired and applications are no longer being received and this job does not show up on the main job list.
| Position Type: | Full-time |
| Location: | London, Ontario |
| Date Posted: | Jan 24, 2017 |
Job Description
About Cineplex Entertainment: Cineplex Entertainment is the #1 theatre exhibition company in Canada, serving more than 77 million guests annually. Proudly Canadian and with approximately 13,000 employees, the Cineplex family of theatres includes the following: Cineplex Odeon, SilverCity, Galaxy Cinemas, Scotiabank Theatres, Cineplex Cinemas and Cineplex VIP Cinemas. Our company offers competitive compensation and incentive programs coupled with comprehensive benefit programs, which includes health, dental and retirement savings plans. To learn more about Cineplex Entertainment please visit our website at www.cineplex.com.
Cineplex Digital Media (CDM) is a fully integrated, in-store digital merchandising provider with well over a decade of research, development and design experience. We provide strategically designed installations and customized creative to enable brands to effectively communicate with audiences in ways they never imagined. Using proprietary, state-of-the-art technology, and patented software, we have developed some of the world’s largest and most complex digital merchandising networks.
The Cineplex Digital Media division of Cineplex Entertainment Limited Partnership currently has an opening for the position of Technical Support Level III Analyst, reporting to the Manager, Technical Operations, Cineplex Digital Media. This opportunity is located at our Cineplex Digital Media office at 137 Northfield Dr. West, Waterloo, Ontario N2L 5A6 OR our London Office at 369 York Street, Suite 2C, London ON N6B 3R4 OR our Toronto Office at 489 Queen St. East, Toronto ON M5A 1V1.
Position Overview
The Technical Support Level III role is primarily responsible for providing technical support and team coordination functions including, but not limited to, senior level investigation and root cause analysis of escalated issues reported by Level II Support in regards to system or content issues, system-wide upgrades, automation script development, system optimization, team case queue management, task and project engagement assignment and coordination of work completion, and team escalation support. They will need to respond to situations where first-line (L1 & L2) product support has failed to isolate or fix problems in malfunctioning equipment or software and support the team through coordination efforts. They will also assist members of the team with technical issues that need further troubleshooting before escalating to Engineering and Development.
Education and Experience:
Interested applicants please click http://www.cineplex.com/Global/Careers/ViewJobs to locate the Technical Support Level III Analyst - Cineplex Digital Media role and click on the “Apply Now” button to submit an application for consideration.
While we appreciate all interest, only those candidates selected for an interview will be contacted. As part of Cineplex Entertainment’s standard recruitment process, suitable candidate(s) will be required to undergo pre-employment screening as a condition of employment or promotion.
No Agency Calls Please
Cineplex Digital Media (CDM) is a fully integrated, in-store digital merchandising provider with well over a decade of research, development and design experience. We provide strategically designed installations and customized creative to enable brands to effectively communicate with audiences in ways they never imagined. Using proprietary, state-of-the-art technology, and patented software, we have developed some of the world’s largest and most complex digital merchandising networks.
The Cineplex Digital Media division of Cineplex Entertainment Limited Partnership currently has an opening for the position of Technical Support Level III Analyst, reporting to the Manager, Technical Operations, Cineplex Digital Media. This opportunity is located at our Cineplex Digital Media office at 137 Northfield Dr. West, Waterloo, Ontario N2L 5A6 OR our London Office at 369 York Street, Suite 2C, London ON N6B 3R4 OR our Toronto Office at 489 Queen St. East, Toronto ON M5A 1V1.
Position Overview
The Technical Support Level III role is primarily responsible for providing technical support and team coordination functions including, but not limited to, senior level investigation and root cause analysis of escalated issues reported by Level II Support in regards to system or content issues, system-wide upgrades, automation script development, system optimization, team case queue management, task and project engagement assignment and coordination of work completion, and team escalation support. They will need to respond to situations where first-line (L1 & L2) product support has failed to isolate or fix problems in malfunctioning equipment or software and support the team through coordination efforts. They will also assist members of the team with technical issues that need further troubleshooting before escalating to Engineering and Development.
- Daily case and team queue management, tracking incidents and problems using case handling software
- Identify, troubleshoot, and classify escalated issues and take corrective action
- Perform deep level investigation on issues and trends to determine root cause
- Coordinate team work assignments and facilitation of work completion
- Develop and evaluate options and provide recommendations to management for technical issues
- Initiate and coordinate escalation procedures to ensure Service Level Agreements are met
- Collaborate with the Engineering and Development teams to identify resolution of testing and / or environmental variances. Escalate to management when necessary.
- Provide team escalation support
- Assist with the design and development of test tools and automation scripting
- Review & analyze test results as they become available
- Provide recommendations for service improvement through observation and customer feedback
- Contributes to successful project /task completion by identifying risks and developing/recommending mitigation strategies
- Identify technical training and education opportunities
- Ongoing technical documentation and improvement of processes
- Monitor production infrastructure using CDN monitoring systems
- Support LIII after hours on-call rotation
Education and Experience:
- Degree or College Diploma in Computer Science or other related technical discipline
- Must have 5-7 years minimum relevant experience in a related technical role
- Hands-on deep level knowledge and experience troubleshooting Linux/Unix OS
- Experience supporting complex distributed software systems
- Previous demonstrated experience in a team leader or supervisory role
- Hands-on knowledge and experience with scripting in Linux/Unix systems
- Attention to detail, ability to multitask, and self-motivated
- Strong written and verbal communication skills
- Proven ability to communicate clearly and effectively across support teams
- Strong interpersonal skills
- Excellent Problem Solving Skills
- A self-starter with a strong ability to manage competing priorities
- Ability to work with minimal supervision in a constantly changing environment
- Strong desire to work with others to improve support practices and processes
- Previous experience of ITIL methodologies an asset
Interested applicants please click http://www.cineplex.com/Global/Careers/ViewJobs to locate the Technical Support Level III Analyst - Cineplex Digital Media role and click on the “Apply Now” button to submit an application for consideration.
While we appreciate all interest, only those candidates selected for an interview will be contacted. As part of Cineplex Entertainment’s standard recruitment process, suitable candidate(s) will be required to undergo pre-employment screening as a condition of employment or promotion.
No Agency Calls Please
