Anovia (formerly Innovatia Technical Services) is an industry-leading technology outsourcing support provider with deep expertise in Unified Communications and Contact Center technologies. Operating for over 20 years, we specialize in workflow and knowledge processes, technical support, helpdesk, and multilingual support services. With a global team of over 200 professionals, we support some of the world's leading Fortune 500 and Fortune 1000 organizations.
This position requires an experienced Technical Service Enablement Engineer to drive the operational readiness and technical enablement of managed service teams. The ideal candidate will bridge the gap between Service Delivery, Professional Services Engineering, and Customer Success by ensuring managed services teams have the tools, processes, documentation, and technical knowledge required to deliver high-quality services at scale. This role demands strong technical expertise, process improvement skills, automation experience, and the ability to collaborate across cross-functional teams in a fast-paced managed services environment.
Responsibilities:
- Execute onboarding procedures for systems and services into enterprise monitoring platforms.
- Collaborate with engineering and operations teams to ensure all services meet monitoring and observability standards.
- Validate operational readiness through onboarding audits and process reviews.
- Ensure SKU alignment with service turn-up by coordinating with product, operations, and billing teams.
- Support CMDB initiatives and maintain alignment with enablement processes and procedures.
- Develop a strong understanding of operational workflows and evaluate upstream and downstream impacts of process changes.
- Maintain technical documentation, knowledge bases, and operational procedures.
- Make informed decisions on complex technical issues while following established best practices.
- Implement and manage secure remote access solutions for managed services.
- Provision and de-provision secure access while ensuring compliance with organizational security policies.
- Maintain audit trails of completed procedures and ensure documentation remains accurate and up to date.
- Collaborate with cross-functional teams to resolve implementation challenges and continuously improve operational processes.
- Ensure data integrity across internal systems and customer-facing platforms.
- Identify opportunities to automate repetitive operational tasks using scripting and automation tools.
- Manage and prioritize enablement requests through ITSM or ticketing systems while ensuring timely resolution.
- Support the launch of new service offerings by developing enablement playbooks, build guides, and internal knowledge transfer materials.
- Ensure accurate SKU mapping and configuration alignment during service provisioning and turn-up.
- Drive continuous improvement of internal processes by aligning with industry best practices.
- Perform additional responsibilities as assigned.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (preferred).
- Minimum 4+ years of progressive experience in Service Enablement, Managed Services, or a Managed Service Provider (MSP) environment.
- Experience working within enterprise infrastructure and managed services environments.
- Strong understanding of cloud platforms including AWS, Microsoft Azure, and Google Cloud Platform (GCP).
- Solid knowledge of networking, security, enterprise monitoring, and observability platforms such as OpsRamp, Zenoss, Nectar, or Fortisim.
- Experience implementing and supporting secure remote access solutions.
- Hands-on experience with scripting or automation tools such as Python, PowerShell, or Ansible.
- Familiarity with ITIL service management processes and best practices.
- Experience working with ITSM platforms and ticket management systems.
- Strong documentation and technical writing skills with the ability to create clear operational procedures.
- Proven ability to collaborate across Engineering, Operations, Product, and Customer Success teams.
- Excellent analytical, troubleshooting, organizational, and communication skills.
- Ability to manage multiple priorities while meeting deadlines with minimal supervision.
- Experience enforcing security compliance across operational tooling and procedures.
- Demonstrated leadership, mentoring, and project coordination experience.
- Advanced proficiency with Microsoft Office and monitoring or automation platforms.
- Industry certifications such as CCNP, MCSE, ITIL, or equivalent certifications are considered an advantage.
Benefits at Anovia:
- Comprehensive Health Insurance policy
- Employee Wellness Program with focus on mental health
- Robust reward and recognition programs
- Company incentive programs
- Attractive leave policy including holiday leave, maternity leave, paternity leave, birthday leave, bereavement leave, and paid personal time off
- Strong focus on learning, development, and career growth opportunities
- Work-life balance initiatives
- Immigration support program for eligible employees relocating to Canada
We thank all candidates for their interest; however, only shortlisted candidates will be contacted.
Anovia is an equal opportunity employer.
