Senior IT Incident & Problem Leader (24x7)

Socket.dev; Vancouver; On-site; CAD 115,000 - 125,000; Full time

Benefits offered by this job

Health & dental benefits

Competitive compensation

Generous vacation

Job summary

Aviso is hiring a Senior Incident and Problem Manager to lead end-to-end IT incident and problem management for our Technology Ops & Support Partners team in Canada. You will drive rapid incident restoration, root-cause analysis, and preventive actions while improving ITIL-aligned governance and reporting.

You will collaborate with engineering, cloud, security, and partners to ensure production readiness for releases and minimize service disruptions.

Qualifications

• Bachelor’s degree in IT/CS or equivalent experience.
• 5+ years in IT operations, service or incident management.

Responsibilities

• Lead end‑to‑end lifecycle for major incidents (coordination, escalation, comms, resolution, closure).
• Facilitate major incident bridges with tech, vendors, and stakeholders to restore service quickly.
• Own post-incident reviews, root cause analysis, and corrective action tracking.
• Manage and mature the problem management process and backlog governance.
• Support production readiness assessments for material releases with risk reviews and readiness.
• Partner with engineering to identify recurring gaps and improve reliability.
• Produce incident and problem metrics (MTTR, SLA, trends, action closure).
• Collaborate with application, infra, cloud, service desk, security, vendors, and business teams.
• Maintain and improve incident management runbooks, escalation paths, and governance.

Skills

Bachelor’s degree in IT/CS

5+ years IT operations/service/inc mgm

Major incidents lead

ITIL incident, problem, change mgmt

ITSM platforms (ServiceNow, Remedy, J​

Infrastructure/cloud/network/cybersec

Post-incident reviews/root cause

Communication skills

Crisis management & decision making

Calm under pressure

ITIL Foundation+ certification

Production readiness / releases asset

Financial services/regulatory asset

Incident dashboards/operational stats

Azure/AWS/hybrid infra monitoring

English fluent; French asset

Education

Bachelor’s degree in Information Technology, Computer Science, or equivalent

Tools

ServiceNow

Remedy

Jira Service Management

Job description

Aviso is hiring a Senior Incident and Problem Manager to lead end-to-end IT incident and problem management for our Technology Ops & Support Partners team in Canada. You will drive rapid incident restoration, root-cause analysis, and preventive actions while improving ITIL-aligned governance and reporting.

You will collaborate with engineering, cloud, security, and partners to ensure production readiness for releases and minimize service disruptions.