Site Focal

Long View is a dynamic IT provider dedicated to delivering innovative solutions to our clients across North America. We pride ourselves on creating a collaborative, inclusive, and high-energy workplace that lets our team members thrive both professionally and personally.

Overview
We are looking for an energetic and client‑oriented Site Focal for our Integrated Global Services branch to be based out of our Calgary, Edmonton, Toronto, or Vancouver branch. As a member of the Infrastructure team, you will act as the technical authority and primary infrastructure owner within the client account, ensuring stability, performance, and operational excellence across all supported environments. This role combines deep technical expertise with light leadership responsibilities – coordinating between service delivery teams, the Site Manager, and the client to deliver exceptional service in alignment with Long View’s core values and Service Level Agreements.

Responsibilities

Technical Leadership and Operations:
Act as the technical lead and infrastructure owner for the client’s IT environment.

Provide technical excellence across all infrastructure domains, including servers, networks, storage, virtualization, cloud, and M365 services.

Guide and direct infrastructure‑related escalations from the NOC and Service Desk.

Collaborate with IGS and branch service delivery teams to resolve incidents and ensure client satisfaction.

Provide operations‑specific technical guidance and input for ongoing projects.

Drive technical efficiencies, stability, and security within the client’s environment.

Participate hands‑on in remediation and troubleshooting activities where required.

Maintain awareness of incident and service SLAs, monitor ticket queues, and ensure timely updates and resolutions.

Incident, Change, and Problem Management:
Adhere to Long View’s and client’s ITIL‑aligned Incident, Change, and Problem Management processes.

Monitor and validate tickets in Service Now (or equivalent tools) for prioritization, scope, and timely assignment.

Act as an escalation resource for major incidents (SPINs) and coordinate communication between IGS and client stakeholders.

Participate in problem investigations, ensuring effective root cause analysis and follow‑up actions.

Review and ensure completeness of change requests, including implementation, test, and backout plans.

Infrastructure Health and Governance:
Maintain an end‑to‑end view of the client’s technical environment, proactively identifying stability or performance issues.

Ensure client devices, configurations, and backups are maintained in line with Long View standards.

Oversee documentation accuracy on the client portal; coordinate updates with the Site Manager and IGS.

Produce regular status, change, and problem management reports for governance and service review meetings.

Ensure compliance with Long View and client security, privacy, and service delivery policies.

Client Partnership and Communication:
Build strong relationships with the Site Manager and client stakeholders to understand business goals and technical requirements.

Provide updates to IGS and Site Manager regarding technical changes, risks, or developments.

Participate in client‑facing meetings as requested and contribute to the technology roadmap discussions.

Support business continuity and service recovery planning efforts.

Team Collaboration and Light Leadership:
Provide informal mentorship and technical guidance to operational team members.

Support workload prioritization and ticket flow for client‑facing teams.

Promote a culture of collaboration, communication, and continuous improvement.

Participate in internal projects and initiatives aimed at improving efficiency or automation.

Uphold Long View’s governance model, ensuring ongoing alignment with service quality metrics (KPI/SLA).

Documentation and Knowledge Management:
Maintain and improve technical documentation, procedures, and diagrams supporting centralized service delivery.

Identify documentation gaps and coordinate their resolution with the Site Manager or relevant teams.

Ensure knowledge is effectively transferred within teams and remains up to date.

What You Bring

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