Senior IT Operations & Improvement Analyst

iA Financial Group (Industrial Alliance); Quebec; Hybrid; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible group insurance

Competitive retirement savings plan

Employee share purchase plan

Vacation program, wellness days, and个人

Telemedicine services

EFAP (Employee and Family Assistance)

Job summary

iA Financial Group (Industrial Alliance) is seeking an IT Analyst – ModernOPS to support the stability and performance of technology services. You will handle incident management, monitoring, and continuous improvement while collaborating with delivery and operations teams across Canada.

The role requires a bachelor’s degree in Computer Science or related field, experience in IT operations, and proficiency with ServiceNow, Jira, and Azure DevOps.

Qualifications

• Holds a bachelor’s degree in Computer Science or an equivalent combination of education and experience.
• Has experience in application support, IT operations, systems integration, or operational support.
• Is familiar with critical production environments, modern application ecosystems, and ITIL practices.
• Has a strong understanding of incident, problem, and change management.
• Is comfortable using tools such as ServiceNow, Jira, Azure DevOps, or equivalent platforms, as well as monitoring and observability tools.
• Stands out through analytical thinking, prioritization skills, influential leadership, and strong communication abilities.
• Has an advanced level of French proficiency and an intermediate level of English proficiency, as the role requires communicating with unilingual English-speaking vendors and external partners across Canada through emails and phone calls, representing approximately 15% of working time.

Responsibilities

• Monitor the day-to-day health of applications and services under the responsibility of the ModernOPS team.
• Analyze production incidents, contribute to their resolution, and document root causes, impacts, and workarounds.
• Participate in proactive monitoring, service surveillance, and quality improvement activities.
• Collaborate in change planning and execution, production releases, and post-implementation follow-ups.
• Identify automation and optimization opportunities while producing operational metrics and dashboards.
• Contribute to the documentation of procedures, guides, and processes, as well as the evolution of ITSM and ITIL practices.
• Act as a liaison between delivery and operations teams, particularly during hypercare activities and transitions into production support.

Skills

Incident management

Service monitoring

ITIL practices

Analytical thinking

Communication

Leadership

French language

English language

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Jira

Azure DevOps

Monitoring tools

Job description

iA Financial Group (Industrial Alliance) is seeking an IT Analyst – ModernOPS to support the stability and performance of technology services. You will handle incident management, monitoring, and continuous improvement while collaborating with delivery and operations teams across Canada.

The role requires a bachelor’s degree in Computer Science or related field, experience in IT operations, and proficiency with ServiceNow, Jira, and Azure DevOps.