Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
This role is responsible for leading end-to-end IT incident and problem management practices, ensuring timely service restoration, effective major incident response, thorough root cause analysis, and continuous improvement of ITIL-aligned processes.
Responsibilities
- Lead the end-to-end lifecycle for major incidents, including coordination, escalation, communication, resolution, and closure.
- Facilitate major incident bridges with technical teams, vendors, and business stakeholders to restore service quickly and minimize business impact.
- Own post-incident reviews, root cause analysis, and corrective action tracking to reduce repeat incidents.
- Manage and mature the problem management process, including recurring issue identification, problem backlog governance, and known error tracking.
- Support production readiness assessments for material releases by reviewing operational risks, supportability, monitoring, rollback planning, communication readiness, and incident response preparedness.
- Partner with engineering and application teams to identify recurring operational gaps and help mature practices that improve reliability, supportability, and service resilience.
- Produce incident and problem management metrics, including MTTR, SLA performance, incident trends, recurrence rates, and action closure status.
- Partner with application, infrastructure, cloud, service desk, cybersecurity, vendor, and business teams to improve service reliability and operational accountability.
- Maintain and improve incident management procedures, escalation paths, communication templates, runbooks, and governance practices.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience is required.
- 5+ years of experience in IT operations, service management, incident management, or problem management is required.
- Proven experience leading major incidents in a 24x7 or high-availability enterprise environment is required.
- Strong working knowledge of ITIL incident, problem, change, and service management practices is required.
- Experience with ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or similar tools is required.
- Strong understanding of infrastructure, application, cloud, network, and cybersecurity environments is required.
- Demonstrated experience facilitating post-incident reviews, root cause analysis, corrective action tracking, and problem remediation is required.
- Excellent written and verbal communication skills, including the ability to communicate clearly with technical teams, vendors, business stakeholders, and senior leaders, are required.
- Strong crisis management, prioritization, facilitation, and decision-making skills are required.
- Ability to remain calm, organized, and outcomes-focused during high-pressure service disruption events is required.
- Fluent communication skills in English are required.
Skills
- ITIL incident management
- ITIL problem management
- ITIL change management
- ITIL service management
- ServiceNow
- Remedy
- Jira Service Management
- Infrastructure
- Application
- Cloud
- Network
- Cybersecurity
- Crisis management
- Prioritization
- Facilitation
- Decision-making
- Azure
- AWS
- Hybrid infrastructure
- Modern monitoring tools
- Automation tools
- Bilingual skills in French (asset)
Location
- Toronto
- Vancouver
- Montreal
Work Type
- Full-time
Experience Level
- Senior
- 5+ years of experience
Education Level
- Bachelor’s degree in Information Technology or Computer Science
- Equivalent work experience
Salary/Compensations
- $100,000 - $110,000 CAD annually
Benefits
- Competitive compensation package
- Excellent health, dental and insurance benefits
- Generous vacation time
- Fitness benefit
- Parental leave top-up options
- Matching contributions to our retirement program
- Learning & development opportunities
- Education assistance program
About the Company
- Aviso is a leading wealth management and investment services provider for the Canadian financial industry.
- Approximately $145 billion in total assets under administration and management.
- Over 1,000 employees.
- Building a comprehensive, technology-enabled, client-centric wealth services ecosystem.
- Trusted partner for nearly all credit unions across Canada, as well as a wide range of portfolio managers, investment dealers, insurance and trust companies, and introducing brokers.
- Investment dealer and mutual fund dealer and insurance services support thousands of investment advisors.
- Asset manager, NEI Investments, specializes in investing responsibly.
- Online brokerage, Qtrade Direct Investing®, empowers self-directed investors.
- Fully automated investing service, Qtrade Guided Portfolios®, serves investors who prefer a hands-off approach.
- Aviso Correspondent Partners provides custodial and carrying broker services.
- Offices in Toronto, Vancouver, and Montreal.
- Backed by the collective strength of our owners: the credit union Centrals, Co-operators/CUMIS, and Desjardins.
- Powering businesses that empower investors.
Equal Opportunity
- Aviso welcomes and encourages applications from all qualified individuals including persons with disabilities.
- If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process.
- We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
- No recruiters or agencies, please.