Hybrid IT Technical Advisor II - AI-Driven Incident Leader

Intact; Calgary; Hybrid; CAD 81,000 - 99,000; Full time

Benefits offered by this job

Flexible work arrangements

Hybrid work model

Pension & benefits

Employee stock plan

Job summary

Intact is seeking a Technical Advisor II to provide specialized technical leadership across end-user services, middleware, complex applications and telephony infrastructure. You will translate business needs into reliable technology solutions while improving service stability, incident recovery and operational efficiency.

Responsibilities include managing incidents, supporting middleware and complex environments, planning and upgrading software, and coordinating resolver groups during

Qualifications

• University degree or college diploma or an equivalent combination of education and relevant experience.
• 2 to 3 years of experience supporting end-user services, products and technology solutions.
• At least 1 year of experience in IT incident and problem management.
• Working knowledge of ITIL practices; ITIL v3 certification is an asset.
• Sound understanding of networks, platforms, products, tools and their interdependencies in delivering end-user services.
• Practical knowledge of AI tools and functions, with the judgement to use them responsibly to support troubleshooting, productivity, knowledge management and service innovation.
• Strong customer-service, troubleshooting and problem-solving capabilities, with the ability to manage expectations and remain methodical under pressure.
• Demonstrated leadership, coordination and communication skills, including the ability to lead technical discussions, briefings and conference calls.
• Proven ability to act as a leader, demonstrate strong customer focus and constructively challenge established practices to improve services and the user experience.

Responsibilities

• Assess user and operational needs, recommend fit-for-purpose processes and tools, and support effective implementation.
• Manage incidents, problems, service requests and changes through established service-management and change-control practices, driving issues to full resolution.
• Support middleware, complex application environments, end-user technologies and telephony infrastructure.
• Plan, install, configure and upgrade software components in accordance with enterprise standards.
• Coordinate resolver groups during high-priority incidents, maintaining urgency, clear communication and disciplined follow-through.
• Advance operational optimization through self-service, event-management improvements, process documentation and knowledge transfer.
• Apply knowledge of AI tools and capabilities to identify automation, self-service and service-improvement opportunities, while promoting responsible and effective adoption.
• Build strong cross-functional partnerships and support senior technicians with onboarding, ordering, projects and workflow coordination.
• Travel to and work from company locations as operational needs require.

Skills

ITIL practices

Incident management

Problem management

Leadership

Communication

Customer service

Troubleshooting

Cross-functional collaboration

Adaptability

Education

University degree or diploma

Job description

Intact is seeking a Technical Advisor II to provide specialized technical leadership across end-user services, middleware, complex applications and telephony infrastructure. You will translate business needs into reliable technology solutions while improving service stability, incident recovery and operational efficiency.

Responsibilities include managing incidents, supporting middleware and complex environments, planning and upgrading software, and coordinating resolver groups during