ITIL Incident and Problem Manager

Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!; Calgary; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A leading IT services company in Calgary is seeking an experienced IT Service Management Lead to oversee Incident Management, Major Incident Management, and Problem Management. The ideal candidate will drive swift service disruptions resolution, conduct root-cause analysis, and implement improvements for service quality and reliability. This hybrid role involves collaboration with cross-functional teams and requires strong knowledge in ITIL best practices. Excellent communication and leadership skills are essential.

Qualifications

• 7+ years of experience in ITSM roles (Incident, Major Incident, and Problem Management).
• Strong knowledge of ITIL v3 or ITIL 4 best practices (certification preferred).
• Excellent problem-solving, communication, and leadership skills.

Responsibilities

• Lead incident resolution, ensuring alignment with SLAs and minimizing service disruption.
• Manage critical incidents, coordinate technical teams, and communicate status updates to stakeholders.
• Identify and resolve root causes of recurring incidents, document workarounds, and maintain the Known Error Database.

Skills

Incident Management

Major Incident Management

Problem Management

Communication

Leadership

ITIL v3 or ITIL 4

Tools

ServiceNow

Remedy

Jira

Job description

Location: 1100 1st St SE Suite 1400, Calgary, AB T2G 1B1

Work Type: Hybrid 3 days onsite, 5 days business hours and on-call support

Years of Experience: 5-8 Years

Job Summary

We are looking for an experienced IT Service Management Lead to oversee Incident Management, Major Incident Management, and Problem Management for our IT services. This role will be responsible for ensuring the swift resolution of service disruptions, driving root‑cause analysis, and implementing long‑term fixes to improve service quality and reliability.

Key Responsibilities

• Incident Management: Lead incident resolution, ensuring alignment with SLAs and minimizing service disruption.
• Major Incident Management: Manage critical incidents, coordinate technical teams, and communicate status updates to stakeholders.
• Problem Management: Identify and resolve root causes of recurring incidents, document workarounds, and maintain the Known Error Database (KEDB).
• Process & Continuous Improvement: Ensure ITSM processes are aligned with ITIL best practices. Work with service owners to improve service stability and reduce operational risk.
• Collaborate with cross‑functional teams to improve ITSM processes and reduce service outages.
• Report on key performance metrics and ensure continuous improvement of ITSM processes.

Preferred Qualifications

• 7+ years of experience in ITSM roles (Incident, Major Incident, and Problem Management).
• Strong knowledge of ITIL v3 or ITIL 4 best practices (certification preferred).
• Experience with ITSM tools (ServiceNow, Remedy, Jira, etc.).
• Excellent problem‑solving, communication, and leadership skills.
• Ability to work under pressure and manage critical incidents in real‑time.
• Ability to collaborate across technical and non‑technical audiences.