Service Enablement Engineer

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 Service Enablement Engineer to provide technical expertise in designing, implementing, and maintaining enterprise monitoring and service enablement solutions across complex customer environments. Working remotely as part of a distributed operations team, you will be responsible for configuring, deploying, and optimizing monitoring platforms, integrating enterprise applications, enabling operational readiness, and supporting Managed Services through effective monitoring strategies. You will collaborate with engineering, operations, and customer teams to ensure monitoring solutions are scalable, reliable, and aligned with business and operational requirements while serving as a technical escalation point for monitoring-related initiatives

Responsibilities:

Design, configure, implement, and maintain enterprise monitoring solutions across customer environments.
Develop monitoring strategies, including alerting, thresholds, event management, and operational best practices.
Configure, deploy, and troubleshoot SNMP and Syslog for device monitoring, logging, and event collection.
Implement and administer monitoring platforms such as Vertona, OpsRamp, Nectar, OnPrime (Cloud), or similar enterprise monitoring solutions.
Support monitoring and operational enablement for Unified Communications platforms including Avaya, Cisco, Microsoft Teams, Genesys, and related technologies.
Deploy, configure, and maintain Windows-based monitoring and management applications.
Integrate monitoring platforms with ticketing systems, enterprise applications, and operational workflows.
Participate in structured change management processes, including planning, approvals, implementation, validation, rollback, and communication.
Collaborate with infrastructure, networking, operations, and Managed Services teams to ensure operational readiness and successful service onboarding.
Create and maintain technical documentation, implementation guides, Standard Operating Procedures (SOPs), and configuration standards.
Identify opportunities to improve monitoring coverage, automation, and operational efficiency.
Troubleshoot monitoring configurations and infrastructure-related issues while ensuring service reliability and customer satisfaction.

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.
Hands-on experience configuring, deploying, and troubleshooting SNMP and Syslog in enterprise environments.
Experience implementing and administering enterprise monitoring platforms such as Vertona, OpsRamp, Nectar, OnPrime (Cloud), or similar monitoring solutions.
Knowledge of Unified Communications technologies including Avaya, Cisco, Microsoft Teams, Genesys, or similar voice and collaboration platforms.
Experience deploying and configuring Windows-based monitoring or management applications.
Strong understanding of Service Enablement principles and how monitoring supports Managed Services operations.
Experience integrating monitoring platforms with ticketing systems, enterprise applications, and operational workflows.
Practical experience working within structured ITIL-based Change Management processes.
Solid understanding of networking, servers, logging, monitoring, and enterprise infrastructure concepts.
Strong troubleshooting, analytical, documentation, communication, and collaboration skills.
Exceptional attention to detail with the ability to identify configuration issues, follow documentation accurately, and ensure operational readiness.
ITIL Foundation or relevant infrastructure/monitoring certifications are preferred.

Benefits at Anovia
Comprehensive Health Insurance policy
Employee Wellness Program with focus on mental health
Robust reward and recognition programs
Company incentive programs offered
Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday Leave, Bereavement Leave and Paid Leave for personal time off
Ample growth and learning opportunities
Remote work opportunities
Focus on work/life balance
Immigration Program supporting immigration to Canada for eligible employees
We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Anovia is an equal opportunity employer.