Service Manager for Jeppesen – a Boeing company

  • Canada
  • Montreal
  • Support

Are you passionate about solving complex real-world problems using technology? Do you want to work directly with clients to understand their business? Are you eager to solve their problems and improve efficiency — delivering solutions that the clients truly benefit from? Then you will definitely find our opportunity attractive!

On behalf of Jeppesen – a Boeing Company – Sigma Software is seeking a Service Manager (Application Support Specialist) to join our office in Montreal. This is a perfect position for an outgoing, customer service focused technical support professional with a true passion for technology, positive attitude, and a desire to grow as a technical professional.

In this role, you will be tasked with supporting our world-leading software solutions targeted at the transportation sector. This role requires an individual who can troubleshoot a variety of systems over the phone and perform upgrades to new releases. You also will interact with customers on a regular basis and relay issues back to the R&D team.


Our client is the world’s leading provider of aeronautical data and combines our company’s enduring spirit of innovation with a legacy of leadership in aviation to deliver 21st-century navigation and aviation software solutions. For more than 80 years, Jeppesen has made it possible for pilots and their passengers to safely and efficiently reach their destinations.

  • Responsibilities

    • Plan and manage the required software updates/installations within Production environments
    • Manage day-to-day support and activities; assign tickets to other team members when needed to ensure service levels are met
    • Work collaboratively with stakeholders across multiple business units in an enterprise environment
    • Act as the primary support contact with our stakeholders if escalations occur
    • Develop and test documentation that describes the specific software functionality
    • Travel to visit our clients from time to time, mainly in the Americas
    • Ensure systems conforms with architectural objectives
    • Evaluate complex system’s production readiness and supportability
    • Perform the restoration of complex computing service operations
    • Perform complex system problem identification and resolution
  • Requirements

    Required Qualifications:

    • At least 2 years of experience in information technology or technical support
    • 2+ years of experience effectively working in a Linux/Unix environment
    • 1 + year of experience in any programming language
    • Advanced knowledge of English in both verbal and written communications
    • Customer service experience

    Preferred Qualifications:

    • Experience in airline operation or airline IT, ideally with crew management
    • Knowledge of Python
    • Experience with: interfaces and data integration, XML; database configuration, Big Data; Building pipelines, using tools such as GitLab, Jenkins, GoCD
    • Knowledge of Spanish
  • Personal Profile

    • Problem-solving
    • Organized
    • Strong communication and people skills