Manager, IS Operations

Socket.dev; Calgary; On-site; CAD 130,000 - 180,000; Full time

Benefits offered by this job

Health and wellness benefits

Job summary

Paramount Resources Ltd in Calgary, Alberta, is seeking a Senior Manager, IS Operations with 13–15 years of IT service delivery and cybersecurity experience. You will lead the IS Operations team (Service Desk and Desk Side), drive AI adoption across workflows, and partner with business groups to design and deliver IS services for field projects.

You will own cybersecurity responsibilities, incident response, and ensure on-call readiness, with emphasis on ITIL practices and continuous

Qualifications

• 13–15 years in IT service delivery and cybersecurity operations.
• Bachelor’s degree in Computer Science or related discipline preferred
• Proven experience leading and building teams to increase service delivery and cybersecurity capabilities
• Excellent interpersonal and communication skills with business stakeholders
• Understanding the big picture while delivering MVP to meet business goals
• Strong organizational skills for multi-tasking and project transitions
• Experience with ITIL v3/4 processes
• Experience automating operations with AI and other tools
• Experience presenting updates to IS Management

Responsibilities

• Lead, coach, and develop Desk Side/Service Desk Analysts with clear growth paths
• Own SLAs, KPIs, and OLAs across incident, request, and service fulfillment
• Drive a continuous improvement culture using data to improve service delivery
• Manage escalations and major incidents with stakeholders
• Own CSIRT-related responsibilities and ensure analysts are trained for triage
• Lead reviews for security events and update runbooks and templates
• Identify, pilot, and scale AI tools to reduce ticket volume
• Apply ITIL v4 practices pragmatically and mature knowledge management

Skills

IT service delivery

Cybersecurity operations

AI adoption

Stakeholder relations

Cloud technologies

Education

Bachelor’s degree in Computer Science or related

Tools

ITIL v3/4

Job description

At Paramount Resources Ltd. we’re driven by a passion to be the best.

Paramount is dynamic, fast-moving, and not content with the status quo. A combination of focused approach, technical expertise, and financial depth has propelled us into one of the top exploration and production companies in Canada.

While our continued progress can be attributed to many factors, our people are the primary reason for Paramount’s success. Our premium land positions, diversified portfolio, and financial flexibility set the stage for our talented teams to showcase their proven ability to deliver top-tier results.

Be part of the energy – join Paramount today!

We’re a Canadian company based in Calgary, Alberta, and our shares trade on the Toronto Stock Exchange under the symbol POU.

About this Opportunity:

The Manager, IS Operations – role within Information Services, reports to the Director, IS Infrastructure and Operations and will serve as a liaison to the Application and Business teams to develop, implement and sustain IS services that enable business operations at Paramount.

The IS Operations team is looking for an enterprising, diligent, collaborative, self-motivated individual to support Business operations and field project IS requests. The role will engage with Application and Business stakeholders to quickly execute on business IS requests, capture business requirements and create IT based solutions, educate and mature cybersecurity processes and use Artificial Intelligence to streamline service delivery.

If you are a Senior resource with 13 - 15 years of experience looking for an opportunity to use your deep service delivery knowledge, grow your cybersecurity and cloud skills working in a high performing team to develop and support future services this opportunity is for you.

Three exciting aspects of the role are:

• Leading - The IS Operations group (Service Desk, Desk Side). Driving the adoption of AI services across IS request workflows, optimizing support for fast, intelligent, business-enabling operations
• Managing - The IS Operations Cybersecurity tasks and incident response processes. Phishing and Cybersecurity awareness. Provide input & own Cybersecurity roadmap components
• Partnering - With Business groups to plan, design, and execute IS requests/services that support new Field Projects and Operations

Qualifications:

• 13-15 years of experience in IT service delivery and cybersecurity operations. Oil & Gas experience considered an asset
• Bachelor’s degree in Computer Science or related discipline preferred
• Proven experience leading and building teams to increase service delivery and operational Cyber security capabilities including triage, response and investigation
• Excellent interpersonal and communication skills. Able to interact and develop relationships with Business stakeholders and subject matter experts. Business acumenconsidered an asset.
• Understanding the big picture while incrementally delivering (minimal viable product) to achieve short- and longer-term Business goals
• Strong organizational skills to complement multi-tasking. Proven track record of creating project plans, executing small to medium size projects and transitioning to operations for support
• Thorough understanding of ITIL v3/4 information technology processes, procedures and practices
• Experience automating operational tasks for efficiency using Artificial Intelligence and other tools
• Experience with creating/delivering initiative reporting updates/presentations to IS Management
• Proficient with, or able to quickly become proficient with, a range of enterprise software, cyber security software, cloud infrastructure/native services
• Cybersecurity experience includes Computer Security Incident Response Team (CSIRT) training and operations. Experience with managing & reporting on controls
• Cybersecurity tool experience configuring and maintaining Security Information and Event Management integrations and Extended Detection and Response clients

Responsibilities:

Working Leader & Service Delivery

• Lead, coach, and develop a team of Desk Side/Service Desk Analysts, setting clear performance expectations and career growth paths
• Own SLAs, KPIs, and OLAs across incident, request, and service fulfillment processes
• Drive a continuous improvement culture, using data to identify and improve service delivery
• Manage escalations, major incidents, and stakeholder communications

Computer Security Incident Response Team (CSIRT) Leader and Process Documentation

• Own the IS Operations role within CSIRT, acting as the bridge to IS Infrastructure
• Ensure analysts are trained to recognize and correctly triage security-relevant tickets
• Lead reviews for security events that pass through the IS Operations, process updates and training
• Own IS Operation’s readiness — ensuring on-call coverage, escalation paths, runbooks/ templates are current and tested (tabletop exercises, simulations)

Driving AI & Automated Delivery

• Identify, pilot, and scale AI tools that reduce ticket volume and resolution time
• Own the feedback loop between AI tools and knowledge base content — improve KB articles
• Use trend & root-cause data to optimize services, proactively adjust staffing, training, and automation priorities
• Develop and implement an approach for intelligent monitoring and alerting of meeting room technology health checks

ITIL v4 Process Owner

• Apply ITIL v4 practices (Incident, Problem, Request Fulfillment, Change, Knowledge, Service Level, Continual Improvement) in a pragmatic way
• Maintain and mature the knowledge management practice using AI
• Own the problem management process to resolve incidents at the root
• Metrics, Reporting & Continuous Improvement

Benefits of Joining the Paramount Team

• This position will provide you with an opportunity to leverage your skills in support of a nimble, Canadian-based energy company.
• You will receive on-the-job experience, coaching, and training and work in a collaborative learning environment.
• Paramount offers competitive compensation that includes excellent health and wellness benefits.

Paramount is an inclusive employer dedicated to building a diverse workforce.

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

Keywords

Service Management, FreshService, ITIL, Service Delivery, Cybersecurity, Artificial Intelligence, AI, IS Operations, Desk Side, Service Desk, Automation, Service Automation.