The Role
The Site Focal leads technical operations as the infrastructure owner, ensuring performance and stability while coordinating with various teams and managing incidents, changes, and client communications.
Summary Generated by Built In
Long View. A career that helps you get more out of life.
A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 90% of Long View team members rated Long View as a good or great place to work!
Are you passionate about providing solutions for clients and working for a company that believes in investing in their employees?
We are looking for an energetic and client-orientated Site Focal for our Integrated Global Services branch to be based out of our Calgary, Edmonton, Toronto or Vancouver branch. You will be a member of our Infrastructure team and acts 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
A Day in the Life:
- 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 ServiceNow (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:
- 5+ years of experience in infrastructure administration or systems engineering.
- Proven experience supporting enterprise environments across multiple infrastructure towers (server, network, storage, cloud).
- Hands on experience managing public cloud platforms (Azure, AWS, GCP) and Microsoft M365 services (Teams, SharePoint, Intune, Exchange).
- Hands-on experience managing virtualization, Windows Server, Active Directory, and infrastructure monitoring.
- Understanding of vulnerability management and remediation (Patching)
- Working knowledge of scripting and automation tools (PowerShell, Terraform, Ansible, or similar).
- ITIL Foundation certification (or equivalent experience) required.
- Experience working with NOC, SOC, or Service Desk teams in a managed services environment.
- Excellent analytical, troubleshooting, and multitasking skills.
Why Work at Long View:
- Great people and culture
- Comprehensive benefits package from day one
- Recognition programs
- Career growth – Permanent staff positions, paid training, career life planning, and relocation and travel opportunities
Want to learn more about our culture and life at Long View? Check us out on LinkedIn and Instagram!
Long View’s mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.
Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know.
Top Skills
Active Directory
Ansible
AWS
Azure
GCP
M365
Powershell
Terraform
Windows Server
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The Company
What We Do
Long View is one of the most powerful IT solutions and services companies in North America with offices across the continent. With a clear focus on combining business and technology through our Hybrid IT solutions including cloud, IT infrastructure, managed services, and end user support, Long View is able to define and customize what the future of IT looks like for our clients. Innovative, flexible, cost-effective, and business focused…that’s Long View.
