Engineer, IT Support (Account Management)

Who we are

Gildan is a leading apparel manufacturing company, with a strong portfolio of brands, including Gildan®, American Apparel®, Comfort Colors®, GOLDTOE®, Peds®, and under the Under Armour® brand through a sock licensing agreement. With close to four decades of developing global manufacturing expertise, Gildan is one of the world’s most efficient, ethical, and sustainable apparel manufacturers. Founded in Canada, Gildan operates out of roughly 30 locations worldwide and sells its products in 60+ markets globally. Together with its 50,000+ employees, Gildan operates with a proven commitment to industry-leading Environmental, Social, and Governance (ESG) practices throughout its supply chain in accordance with its comprehensive ESG program embedded in the Company's long-term business strategy. More about the company at gildancorp.com

The opportunity

The IT Support Sn Technician is responsible for providing advanced remote technical support to GILDAN users globally, focusing on complex and critical issues that require specialized knowledge and elevated access privileges. The Global position is responsible for the onboarding, testing, and deployment of new automation technologies across all regions, as well as the responsible of the administration of massive end-user accounts in different systems, and IT support tools that impacts users globally. With the Highest privileges on the systems will be responsible of the account administration.

The role

• Oversee the management of software and tools required for the global administration of accounts, and ticketing systems across all regions. Ensure that solutions are standardized and scalable to meet global needs. Create and update documentation for known issues and solutions with a global audience in mind and provide training to Level 1 and Level 2 support teams worldwide to ensure consistent support practices across all locations.
• Identify and standardize IT lifecycle processes across all regions to ensure global consistency. Develop and maintain documentation for known issues and solutions with a global scope. Identify advanced automation technologies that are compatible with Gildan’s global operations and integrate them seamlessly into existing systems worldwide to optimize efficiency and scalability.
• Identify and address existing problems by analyzing patterns and behaviors in devices across all regions, conducting thorough root cause analysis of recurring issues to prevent future incidents and enhance system reliability on a global scale. Leverage the global ticketing database to predict upcoming issues and proactively reduce future problems worldwide, ensuring continuous improvement in IT support and system performance.
• Perform internal audits to Account management processes, deep technical expertise and forensic, with elevated access privileges. Guarantee the daily operation compliance and supervise any daily operations of account creation, audit creations, departures, and modifications, responsible for account management KPI compliance and participate and be responsible of any audit related to account management, assist in any continuous improvement for account management.
• Lead and participate in the planning, development, and execution of global IT support projects focused on enhancing IT services and infrastructure across all regions. Collaborate with cross-functional teams worldwide to implement new technologies, tools, and processes that boost the efficiency and capabilities of IT support on a global scale, ensuring consistency and alignment with Gildan’s global operations.

The requirement

Knowledge & Professional

Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field / Similar experience managing global administration tools.
• Minimum of 3 years of experience is required.
• Experience required managing user environments multi-country, multi-site
• Flexibility and willingness to participate in a rotational, on-call framework to support a 24/7 global manufacturing operation. Shift- 4pm-12am Mon-Friday.

Attributes

• Good crisis management, self-control, and stress management skills.
• Capacity to understand and evaluate priorities and urgencies.
• Good interpersonal and customer service skills with a desire to collaborate with others.
• An open-minded professional with a positive attitude, manner, and behavior.
• Have the ability to adapt to a changing environment in a professional and impactful way.
• Work under pressure and potentially to take on the challenge of performing the job.
• Strong written and verbal communication skills in English.
• Identifying and resolving intricate technical issues that require deep technical knowledge and analytical skills involving specialized experience in different IT Areas as Wintel, Telecom, Cybersecurity, DBA or others.
• Follow up internal compliance in the account administration to be able to work with external auditors and present proper evidence and records on time, avoiding findings on the results, audit in the daily basis the account management work according to standards.
• Determining when to escalate findings to higher-level IT support or other management.
• Making recommendations for system improvements or changes based on recurring issues and root cause analysis about MAP and findings on audits.

What's in it for you?

• Join a publicly traded company dual-listed on NYSE and TSX with great potential
• Be part of a workplace where meaningful connections and teamwork are celebrated
• From local to international, be ready to work alongside a diverse group of colleagues
• Benefit from mentorship and continuous development opportunities
• Take advantage of our attractive benefits packages

You don't meet all criteria outlined above? Include your transferrable skills and unique experience in your application!

We thank all applicants for their interest, however only those selected for interviews will be contacted.

Come as you are:

Join a company that recognizes the importance of diversity, equity, and inclusion to create a successful and collaborative work environment. As an equal-opportunity employer, we value and embrace all the characteristics that make you uniquely you and seek to provide everyone with an equal chance to succeed. Because equity and inclusion matter at Gildan.