Infrastructure Coordinator- ITIL

Galent; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

Galent in Toronto, ON is seeking an Infrastructure Engineer to maintain platform stability and manage BAU activities. The role involves incident and problem management, change governance, and daily operations support in a hybrid onsite model.

The ideal candidate will bring ITIL certification and hands-on experience with ServiceNow, monitoring, and KPI reporting to ensure enterprise compliance and high availability.

Qualifications

• Core Focus: Maintain platform stability and run BAU activities.
• Oversee incident & problem management to minimize business disruption.
• Coordinate change management lifecycle for platform deployments with approvals and risk assessments.
• BAU Support: handle daily requests, health checks, and monitoring.
• Generate KPIs and dashboards tracking uptime, incident SLAs and change success rates.
• ITIL Certification required.

Responsibilities

• Maintain platform stability and run BAU operations.
• Oversee incident and problem management for production issues.
• Coordinate change management for platform deployments and risk assessments.
• Handle daily operational requests and health checks.
• Create and report on KPIs for uptime, incidents, and changes.
• Ensure ITIL practices are followed and documented.

Skills

Infrastructure Engineer

ITIL

Incident & Problem Management

ServiceNow

Job description

Location: Toronto, ON (Hybrid- 3/4 days onsite)

Top skills required for this role:

Infrastructure Engineer, ITIL, Incident & Problem Management, ServiceNow

Job Description/ Responsibilities

• Core Focus: Maintain platform stability, manage daily Run-the-Bank/Business (BAU) activities, and enforce strict access governance.
• Incident & Problem Management: Oversee the triage, tracking, and resolution of platform-specific production incidents, ensuring minimal disruption to daily operations.
• Change Management Governance: Coordinate the change management lifecycle for platform deployments, ensuring all documentation, approvals, and risk assessments meet enterprise compliance standards.
• BAU Support: Handle daily operational requests, health checks, platform monitoring, and minor administrative updates.
• Metrics & Reporting: Generate operational KPIs and dashboards tracking system uptime, incident resolution SLAs, and change success rates
• ITIL Certification

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law. https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf