Incident Technician
Global RelayWho we are:
For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.
Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.
We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.
Your role:
The primary role of the Incident and Problem Management team is to help ensure regular and proactive communication of updates on technical issues between the front office and Devops and Operations, and ensuring escalations are managed effectively. They support Global Relay customers and personnel by advocating for a resolution of technical issues. They triage, and in some cases help troubleshoot, using creative problem solving to better understand and find solutions to problems.
Your responsibilities:
- Act as the main point of contact for ensuring technical escalations are triaged, responded to, and actioned within Global Relay Service Level Objectives (SLO).
- On a daily basis managing new and existing escalations in our JIRA ticketing system.
- Coordinate information and updates between appropriate Customer facing teams, and the Operations and development teams on escalated issues.
- Report identified trends during issue management to the Incident and Problem Manager
- Contribute feedback to ensure issues are documented in the form of case notes, KB articles, and a best practices guide for complex cases and ensure that this information is shared with the appropriate Global Relay teams.
- Work with the Operations and development teams to pro-actively follow-up on outstanding escalations.
- Be aware of any upcoming system maintenance, updated procedures, and other critical information; help ensure this is available and up to date for the appropriate teams.
- Maintain strong working knowledge of released products and contribute ideas and thoughts on product improvement.
- Meet with Development teams weekly to discuss current issues, coordinate timelines and priorities, and ensure suggested enhancements or action items are viable and planned.
- Draft Post Incident Review (PIR) based on Incident ticket and communications channels to ensure that a complete detailed timeline is available for Post Incident Review Meetings with technicians.
- Initiate Root Cause Analysis on incidents and complete Incident reports to provide to customers based on output from the PIR meetings.
- Be aware that the Service Catalogue is central to all Incident and Problem resolution activities, referenced as required by all parties and that updates are performed by Service Catalogue Entry owners as required.
- Identify internal process / procedural deficiencies and report them to the Incident and Problem Manager
Specialized duties and responsibilities:
- Assist in high severity and sensitive situations that may involve technically challenging issues and diverse audiences.
- Attend internal product meetings as training opportunities or provide feedback to product owners on services and features in development.
- Execute on identified projects and tasks as instructed by the Incident Technician Team Lead.
About you:
- Minimum 5 years of Technical experience in SaaS implementations.
- Minimum 5 years of experience in customer facing assistance roles.
- Strong professional written and verbal communication skills.
Working conditions:
- Fast paced / high stress internal and customer facing role.
- Working after hours as business needs require it.
Compensation:
Global Relay advertises the pay range for this role in compliance with British Columbia’s pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.
The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, bonus, and an RRSP contribution matching program.
For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!
What you can expect:
At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.
Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.
We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.
To learn more about our business, culture, and community involvement, visit www.globalrelay.com.