Service Operations Specialist

TL;DR

Service Operations Specialist: Ensuring high-quality service operations and system availability for air transport industry clients with an accent on technical support, incident resolution, and SLA adherence. Focus on maintaining infrastructure, performing diagnostics, and contributing to continuous operational improvement.

Location: Montreal, Canada (Hybrid: up to 2 days/week work from home).

Company

hirify.global provides technology and communication innovations for the global air travel industry, supporting 95% of international airports.

What you will do

• Provide technical support to customers in alignment with contracts and SLAs.
• Act as the primary point of contact for customers and coordinate interventions.
• Drive fast restoration of services through timely escalations.
• Detect issues proactively and lead diagnostics and resolution efforts.
• Perform installations, repairs, and maintenance using approved tools.
• Support 24/7 operations as required.

Requirements

• 2+ years of experience in Network, Cloud, or Datacenter support.
• Strong understanding of Cloud, Security, and networking protocols.
• Degree in IT/Engineering or equivalent professional certifications (e.g., CCNA, CCNP, Palo Alto, ITIL).
• Customer-focused mindset with a commitment to issue resolution.
• Ability to work effectively in teams and rotating shifts.
• Knowledge of infrastructure and service management processes.

Nice to have

• Knowledge of the Airline or Air Transport Industry (ATI).

Culture & Benefits

• Flex Week: Work from home up to 2 days per week.
• Flex-Location: Ability to work from any location for up to 30 days per year.
• Employee Wellbeing: Access to Employee Assistance Program (EAP) and Champion Health platform.
• Professional Development: Access to training platforms including LinkedIn Learning.
• Competitive benefits package tailored to the local market.