Service Operations Specialist | Spécialiste en opérations de services

Location: Montreal, Canada; hybrid work with work-from-home flexibility up to 2 days per week depending on team needs.

Company

hirify.global provides technology and communication solutions for airports, airlines, borders, and the global air travel industry.

What you will do

• Monitor, analyze, and resolve incidents across PAX applications, including Self Bag Drop, Touchpoints, and CUPPS/Smart Path.
• Troubleshoot applications using logs, components, dependencies, APIs, telemetry, and end-to-end application flows.
• Execute SOPs, runbooks, system health checks, and other operational procedures.
• Manage technical escalations and collaborate with SRE, Engineering, and Field Operations.
• Develop and maintain scripts with PowerShell, Python, Bash, or similar technologies; automate log parsing, telemetry extraction, data cleanup, deployments, configuration, and proactive checks.
• Support Problem Management, post-incident reviews, knowledge articles, SOP improvements, and evaluation of monitoring, automation, and observability tools.

Requirements

• Bachelor’s degree in Computer Science or equivalent experience.
• 1–2 years of experience in application/system support, IT operations, or troubleshooting, including customer-facing support and SLA delivery.
• Strong troubleshooting and analytical skills, including application logs, JSON/XML configurations, service workflows, and incident investigation.
• Strong Windows system support and basic networking knowledge, including TCP/IP, DNS, and connectivity.
• ITIL-based operational knowledge covering Incident, Problem, and Change Management; ITIL Foundation v4 certification or willingness to obtain it.
• Strong communication, teamwork, ownership, scripting/automation capability, and ability to work in fast-paced, cross-functional environments.

Nice to have

• Airport or airline industry experience.
• Familiarity with Nexthink, Workspace ONE, Altiris, TeamViewer DEX, or ManageEngine.
• Additional technical knowledge or certifications in Microsoft/Azure, Linux, VMware, Kubernetes, PowerShell, Python, or Bash.

Culture & Benefits

• Inclusive workplace supporting diversity across 200 countries and 60 languages and cultures.
• Flex Week allows working from home up to 2 days per week depending on team needs.
• Flex Day provides flexibility in arranging the workday.
• Flex-Location permits working from any location in the world for up to 30 days per year.
• Employee Assistance Program, Champion Health wellbeing platform, professional training platforms including LinkedIn Learning, and competitive local-market benefits.