Senior Application Operation Center AgentABOUT THE ROLE
We are looking for a Senior Application Operation Center Agent to join our global IT operations team. This role is focused on ensuring the stability and performance of our enterprise application environment through proactive monitoring, incident coordination, and mentoring of junior team members.
As a senior agent, you will play a key role in supporting business-critical applications, leading monitoring activities, and driving continuous improvement in operational processes. You will also act as a mentor and technical reference for junior agents, helping to build internal expertise and ensure consistent service delivery.
KEY RESPONSIBILITIES Monitoring
Daily Job Monitoring: Oversee the execution of scheduled jobs across various environments. Ensure job completion, identify failures or delays, and take corrective actions based on predefined runbooks and escalation procedures.
Response Procedure Ownership: Develop, maintain, and continuously improve response procedures for job monitoring events. Ensure documentation is clear, accessible, and aligned with operational best practices.
Application Health Oversight: Monitor the overall health of applications and integrations, ensuring early detection of anomalies and performance issues.
Reporting & Communication: Provide regular updates to stakeholders on system status, job performance trends, and monitoring outcomes.
Incident Coordination
Coordinate with internal support teams to address application errors, performance issues, and integration failures.
Ensure incidents are properly triaged, documented, and escalated according to defined service levels.
Mentorship & Team Leadership
Provide guidance and support to junior monitoring agents, helping them develop technical and procedural knowledge.
Review monitoring reports and incident handling to ensure accuracy and completeness.
Support onboarding and training of new team members.
Process Improvement & Documentation
Contribute to the development and refinement of monitoring procedures and escalation workflows.
Identify opportunities for automation and efficiency in monitoring activities.
Maintain clear documentation of monitoring practices and incident response protocols.
Stakeholder Communication
Communicate effectively with business and technical stakeholders regarding system health, incident status, and resolution timelines.
Participate in post-incident reviews and contribute to problem management efforts.
QUALIFICATIONS Experience
Minimum 5 years of experience in application support or IT operations, preferably in a large enterprise environment.
Understanding of enterprise application landscapes such as SAP is preferred
Experience in application monitoring is desirable but not mandatory
Familiarity with ITIL practices and service management tools (e.g., ServiceNow).
Skills & Attributes
Strong analytical and problem-solving skills.
Excellent communication and interpersonal abilities.
Proficiency in English is required due to the global scope of operations and regular interaction with international teams. This includes the ability to produce clear and concise documentation.
Ability to work independently and collaboratively in a global team.
Availability
Comfortable working in a rotational shift schedule, including evenings and weekends if necessary
ACKNOWLEDGING THE POWER OF DIVERSITY
BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs, and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!
For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.
WELCOME TO BRP
We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt, and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia, and Austria, with a workforce made up of close to 16,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination; It’s about the journey.