Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds most successful Fortune 500 and Fortune 1000 companies. The following outlines the Project Manager (PM) responsibilities within the organization. The Transition Project Manager is responsible for ensuring the seamless transition of customers into managed services. This role involves coordinating all aspects of the transition, managing timelines, tracking project deliverables, and maintaining strong relationships with clients and internal teams. The ideal candidate is detail-oriented, organized, and has experience managing complex projects in a service-oriented environment. Key Responsibilities: Customer Transition: Lead and manage the end-to-end transition of customers into managed services. Ensure all contract information, including non-managed services MRC contracts, is accurately recorded in ServiceNow. Project Coordination & Planning: Coordinate transition activities with customers and internal teams, including order fulfillment for hardware appliances. Communicate service transition milestones to Customer Engagement Managers (CEM) and Towers. Forecast and plan transition activities using pipeline data, renewal dashboards, and PMO reports. Coordinate contract cancellations and notify Go-live and billing start dates. Reporting & Documentation: Create reports, presentations, and project documents to track project status, finance, and other key metrics. Use tools and software to manage project data and ensure accurate tracking. Stakeholder Management: Regularly interact with onsite/offshore teams and clients to provide updates and resolve issues. Coordinate status updates in daily/weekly conference calls. Maintain professional and cordial relationships with onsite teams and clients. Qualifications & Skills: Bachelors degree in business, IT, or a related field. Proven experience in project management, particularly in service transitions or managed services environments. Strong knowledge of ServiceNow or equivalent ITSM platforms. Excellent organizational, communication, and interpersonal skills. Ability to work with cross-functional teams and manage multiple priorities. Proficiency in creating reports, presentations, and using project management tools. Preferred: PMP or Prince2 certification. Experience coordinating hardware/software order fulfillment in IT services. Benefits at Innovatia Comprehensive Health Insurance policy Employee Wellness Program with focus on mental health Robust reward and recognition programs Company incentive programs offered Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off Ample growth and learning opportunities Remote work opportunities Focus on work/life balance Immigration Program supporting immigration to Canada for eligible employees We thank all candidates for their interest, however, only those selected for an interview will be contacted. Innovatia is an equal opportunity employer.
Role & responsibilities Team Leadership: Manage, mentor, and provide leadership to the team. Schedule shifts and manage resource allocation to ensure coverage during operational hours. Conduct regular performance reviews and provide feedback to team members. Communicate all issues immediately to internal management Always be aware of and pass on new revenue opportunities Service Desk Operations: Oversee the day-to-day operations of the IT Service Desk, ensuring prompt and efficient handling of incidents and service requests. Monitor performance metrics and ensure SLA adherence. Develop and maintain service desk procedures and best practices. Provide hands-on support for complex technical issues when necessary. Act as an escalation point for unresolved incidents and service requests. Collaborate with other IT teams to ensure effective resolution of issues. Manage ticket queues, ensuring timely follow-up in accordance with client agreements. Monitor agent ACD skills and make adjustments throughout the day to meet SLAs. Coordinate training with Client Support Specialists to ensure full client coverage during scheduled hours. Review and analyze daily reports. Track agent performance. Monitor calls for assigned agents to maintain quality standards. Review tickets for assigned clients to ensure accuracy and quality Continuous Improvement: Analyze performance data to identify areas for improvement. Implement improvements in service delivery processes and tools. Stay updated with industry trends and emerging technologies to enhance service desk capabilities. Communication and Reporting: Prepare and present regular reports on service desk performance to senior management. Maintain effective communication with end-users, stakeholders, and other IT teams. Ensure the knowledge base is up-to-date and accessible to the team and users Preferred candidate profile Education: Bachelors degree in information technology, Computer Science, or a related field (preferred). Experience: 5+ years of proven experience in an IT Service Desk or similar technical support role. 4+ years of Experience in a leadership or supervisory role within an IT environment. Skills: Strong leadership and team management skills. Excellent problem-solving and decision-making abilities. Outstanding customer service and communication skills. Proficiency in IT service management tools and systems
Responsibilities : Monitor and respond to alerts related to the CCaaS / UC stack, including Five9, Webex Contact Center, Genesys, and AWS Connect. Diagnose and resolve inbound/outbound call-flow issues, agent login/connectivity problems, IVR or campaign failures, and agent desktop (Five9) issues. Conduct proactive system monitoring using admin consoles and NOC tools to identify performance degradation and escalate issues when required. Configure, change, and manage system components such as user provisioning, call routing, delegation, voicemail, auto-attendants, call queues, resource accounts, and SBC/device rollouts. Support platform migrations and major updates, including transitions such as Skype 2019 Microsoft Teams, and Teams Classic New Teams, as well as related device and voice-routing changes. Automate routine operational tasks such as daily reporting, user voice assignments, and Active Directory attribute updates using PowerShell or APIs. Collaborate with internal and external stakeholders to ensure timely issue resolution and maintain high service quality standards. Maintain accurate documentation of incidents, changes, and system configurations following ITIL / ITSM best practices. Qualifications : Bachelors degree in computer science, Information Technology, or a related field. 4+ years of hands-on experience supporting Unified Communications, Voice Networks, or Contact Center platforms, with at least 2 years of direct experience on platforms such as Five9, Webex Contact Center, Genesys, or AWS Connect. Strong technical foundation in: - UC/Voice systems and IP Telephony - VoIP/SIP protocols and call routing - Contact Center technologies and integrations Experience with PowerShell scripting, automation, monitoring tools, and ITSM platforms (ServiceNow preferred). Benefits at Innovatia: Comprehensive Health Insurance policy Employee Wellness Program with focus on mental health Robust reward and recognition programs Company incentive programs offered. Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off Ample growth and learning opportunities. Remote work opportunities Focus on work/life balance. Immigration Program supporting immigration to Canada for eligible employees. We thank all candidates for their interest, however, only those selected for an interview will be contacted. Innovatia is an equal opportunity employer.
Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds most successful Fortune 500 and Fortune 1000 companies. We are seeking an experienced Level 3 Systems Engineer to join our project team initiative, which is responsible for optimizing and standardizing data centre environments across multiple customer sites. This role focuses on improving server, virtualization, and storage performance by enforcing best practices, enhancing reliability, and ensuring compliance with organizational standards Key Responsibilities Resolve escalated issues related to servers, storage, and virtualization from Level 1 and Level 2 teams. Standardize and optimize server and infrastructure configurations across customer environments. Configure and maintain Active Directory, DFS, DNS, DHCP, NTFS permissions, GPO, and backup solutions. Manage and support virtualization platforms (VMware, Hyper-V, NSX) including clustering, HA, and virtual networking. Administer storage systems (LUN/Datastore creation, iSCSI connections, host mapping). Implement and document standard operating procedures, configuration baselines, and architecture blueprints. Collaborate with network and security teams to align infrastructure with Anatomy IT standards. Identify opportunities to automate provisioning, patching, and monitoring tasks. Mentor and guide junior engineers, sharing expertise on systems and virtualization best practices. Execute additional tasks as assigned by leadership to support Tiger Team projects. Required Skills & Experience Strong experience with Windows Server, Active Directory, DFS, DNS, DHCP, NTFS permissions, and Group Policy Management. Expertise with VMware, Hyper-V, NSX, and virtual networking technologies. Solid understanding of storage systems, backups, and disaster recovery planning. Proficiency in troubleshooting server, storage, and virtualization performance issues. Experience in MSP or multi-client data centre environments. Preferred Qualifications Certifications such as VCP, MCSE, RHCE, or equivalent. Familiarity with automation tools (PowerShell, Ansible, or similar) for infrastructure optimization. Knowledge of Azure, Office 365, and hybrid environments is a plus. Soft Skills Strong analytical thinking and problem-solving ability. Excellent documentation and cross-team collaboration skills. Ability to work in high-demand environments with minimal supervision. Benefits at Innovatia Comprehensive Health Insurance policy Employee Wellness Program with focus on mental health Robust reward and recognition programs Company incentive programs offered. Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off Ample growth and learning opportunities. Remote work opportunities Focus on work/life balance. Immigration Program supporting immigration to Canada for eligible employees. We thank all candidates for their interest, however, only those selected for an interview will be contacted. Innovatia is an equal opportunity employer.
Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds most successful Fortune 500 and Fortune 1000 companies. The Sr. Cisco Solutions Engineer supports implementation, configuration, and operations of Cisco UC and Collaboration solutions, focusing on day-to-day support and solution enhancements. The role requires continuous learning of collaboration technologies. Role & responsibilities Assist in deploying and configuring Cisco UC and Collaboration solutions, including on-premises CUCM, Unity Connection, and other UC adjuncts as well as hosted/cloud solutions such as Webex Calling and Webex DI. Support integrations with gateways, endpoints, and voicemail systems. Configure E911 integrations Provide Level 2/3 technical support for collaboration environments. Troubleshoot issues involving call routing, SIP trunks, and user configurations. Escalate issues appropriately to senior teams or vendors. Manage dial plans, provisioning, call routing, and device registrations. Monitor system health and call quality metrics. Maintain technical documentation and SOPs. Prepare usage and performance reports. Support implementation and migration projects. Collaborate with internal teams and external providers. Preferred candidate profile Hands-on experience with CUCM, Webex Calling, Webex Control Hub, and Cisco Unity Connection. Knowledge of VoIP protocols (SIP, H.323, RTP). Experience with Cisco gateways (CUBE, SRST) and PSTN connectivity. Understanding of network fundamentals (TCP/IP, QoS, VLANs, firewalls). Familiarity with IM&P, Jabber, Webex Contact Center, or UCCX. Exposure to UC platforms such as Microsoft Teams or Zoom is an added advantage. Qualifications Bachelors degree in computer science, Engineering, or equivalent practical experience. CCNA Collaboration or progress toward CCNP Collaboration preferred. 24 years of experience supporting Cisco UC or Collaboration platforms. Soft Skills Strong communication and analytical troubleshooting skills. Ability to follow procedures and collaborate in cross-functional environments. Self-motivated with willingness to learn new collaboration technologies. Strong attention to detail and time management. Benefits at Innovatia Comprehensive Health Insurance policy Employee Wellness Program with focus on mental health Robust reward and recognition programs Company incentive programs offered. Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off Ample growth and learning opportunities. Remote work opportunities Focus on work/life balance. Immigration Program supporting immigration to Canada for eligible employees. We thank all candidates for their interest, however, only those selected for an interview will be contacted. Innovatia is an equal opportunity employer.
Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds most successful Fortune 500 and Fortune 1000 companies. Responsibilities The technical resource is responsible for ensuring the effective operation of the Voice environment with end-to-end responsibility Must have VOIP troubleshooting experience. At least 2+ years of experience in SQL & application support, client/customer support, troubleshooting, incident management, problem management & change management Supporting VOIP cluster components with hands on experience on configuration & administration of: Cisco Call Manager Unity Connection Servers Contact Center Servers Cisco Voice Gateway Configuration and supporting VOIP implementation at remote sites, QoS & Packet analysis, Switching, VLAN, Ether channel, HSRP Troubleshooting Call Manager, Voice Gateway, On Net Calling Issues Create awareness of VOIP technology in end user Support VOIP analysis and reporting to achieve savings Good Communication skills and ability to coordinate with global stakeholders Should be expert in CSS, Partition, route pattern, Unity connection, UCS server, CIMC and Esxi, Dial peers, Certificate renew, maintenance work Should be expert Voice Gateway configuration and implementation (Hardware refresh) UCS server configuration & implementation (Hardware Refresh) Design & implementation of Voice equipment Must have good implementation knowledge of SIP & H323 Manage medium to high priority projects in VOIP without or with limited supervision Qualifications 2+ years of technical experience in VOIP Professional certification – CCNA Voice/CCNP Voice is an added advantage Good verbal and written communication skills to connect with customers at varying levels of the organization Flexible to work in night shifts Must be a team player capable to upscale and take initiative to deliver the task independently Must be open to learn and work on new technologies Benefits at Innovatia Comprehensive Health Insurance policy Employee Wellness Program with focus on mental health Robust reward and recognition programs Company incentive programs offered Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off Ample growth and learning opportunities Remote work opportunities Focus on work/life balance Immigration Program supporting immigration to Canada for eligible employees We thank all candidates for their interest, however, only those selected for an interview will be contacted. Innovatia is an equal opportunity employer.