Senior Incident & Problem Resilience Leader

Aviso; Toronto; In loco; CAD 115.000 - 125.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive compensation package

Health, dental & insurance benefits

Generous vacation time

Matching retirement contributions

Learning & development and education-

Regular social events

Descrizione del lavoro

Aviso is hiring a Senior Incident and Problem Manager to lead IT incident and problem management across the Technology Ops & Support Partners team in Toronto. You will drive end-to-end incident handling, root cause analysis, and action tracking to strengthen resilience and governance.

The role collaborates with engineering, cloud, security, and vendors to ensure service stability and release quality. Reporting to the Director, Service Delivery & Ops Governance, you will own major incident

Competenze

• Bachelor's degree in IT, CS or equivalent work experience.
• 5+ years of experience in IT operations, service management, incident management, or problem management.
• Proven experience leading major incidents in a 24x7 or high-availability enterprise environment.
• Strong ITIL incident, problem, change, and service management knowledge.
• Experience with ITSM platforms such as ServiceNow, Remedy, Jira Service Management.
• Fluent English; bilingual French is an asset.

Mansioni

• 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.
• Own post-incident reviews, root cause analysis, and corrective action tracking.
• Manage and mature the problem management process, including backlog governance and known error tracking.
• Support production readiness assessments for material releases by reviewing operational risks and rollback planning.
• Partner with engineering and application teams to identify recurring operational gaps and improve reliability.
• Produce incident and problem metrics (MTTR, SLA trends, etc.).
• Collaborate with application, infrastructure, cloud, service desk, cybersecurity, vendor, and business teams to improve service resilience.
• Maintain and improve incident management procedures, escalation paths, runbooks, and governance.

Conoscenze

Incident management

Problem management

ITIL

ServiceNow

Remedy

Jira Service Management

Cloud & infrastructure understanding

Digital communication

Formazione

Bachelor's degree in IT/CS

Strumenti

ServiceNow

Remedy

Jira Service Management

Descrizione del lavoro

Aviso is hiring a Senior Incident and Problem Manager to lead IT incident and problem management across the Technology Ops & Support Partners team in Toronto. You will drive end-to-end incident handling, root cause analysis, and action tracking to strengthen resilience and governance.

The role collaborates with engineering, cloud, security, and vendors to ensure service stability and release quality. Reporting to the Director, Service Delivery & Ops Governance, you will own major incident