Noc jobs in Canada

Why you’ll love working here:

• high-performance, people-focused culture

• our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves

• learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth

• membership in HOOPP’s world class defined benefit pensionplan, which can serve as an important part of your retirement security

• competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account).

• optional post-retirement health and dental benefits subsidized at 50%

• yoga classes, meditation workshops, nutritional consultations, and wellness seminars

• the opportunity to make a difference and help take care of those who care for us, byproviding a financially secure retirement for Ontario healthcare workers

Job Summary

We are seeking a highly skilled and experienced Senior Manager, ITSM (IT Service Management) to lead our Incident Management and Change Management processes/team. This role is critical in ensuring the stability and reliability of our IT services. The ideal candidate will drive continuous improvement by developing and implementing robust incident and change management processes, coordinating cross-functional teams, and ensuring effective communication and collaboration. This position will play a key role in minimizing business disruptions, identifying and resolving root causes of incidents, and ensuring that changes are implemented smoothly and efficiently.

What you will do:

Incident Management:

• Lead the Incident Management team to ensure timely resolution of IT incidents and alignments to standards.

• Develop and implement incident management processes and procedures.

• Lead major incident management activities in the event of a P1/P2 incident, coordinate all necessary teams to enable and expedite return to service. Facilitate communication during these incidents, running related conference calls and acting as a liaison with business stakeholders

• Provide verbal and written status update to all stakeholders and IT Leadership

• Coordinate with cross-functional teams to manage incidents and minimize impact on business operations.

• Conduct post-incident reviews and ensure lessons learned are documented and implemented.

• Oversee the Problem Management process to identify and resolve root causes of recurring incidents.

• Facilitate Root Cause Investigation (RCI) and Root Cause Analysis (RCA) sessions.

• Facilitate and/or implement corrective actions and preventive measures to reduce incident recurrence.

• Maintain a problem management database and track problem resolution progress.

• Lead service management and/or operational excellence review meetings and provide feedback and support relating to Incident, Problem and Change management.

• Ensure incident and change management processes meet regulatory and compliance requirements specific to the Finance and Investment industries

• Reduces compliance risks, enabling investment teams and others to focus on decision-making without regulatory disruptions

• Enable Decision-Making by ensuring investment leaders and others have contingency strategies for critical scenarios, reducing uncertainty during crises

• Ensures operational processes support investment teams’ ability to execute strategies effectively, fostering confidence in existing systems

• Enable decision making by offering quantitative insights to HOOPP leaders including Investment Management and others about system reliability and improvement areas, supporting strategic technology investments

Change Management:

• Chairs and manages the Change Advisory Board (CAB) to ensure the Change Management process is followed and changes implemented with minimal disruption to IT services.

• Lead technical change management process and ensure alignment with HOOPP standards. Ensure all proposed technical changes are reviewed and approved by appropriate Stakeholders.

• Perform post implementation review to ensure all lessons learned from changes and deployments are documented.

• Maintain and communicate a change schedule to provide visibility to all technical changes

• Review and approve change requests, ensuring compliance with change management policies.

• Coordinate change implementation with relevant stakeholders and ensure proper communication.

• Conduct change impact assessments and post-implementation reviews.

• Lead Emergency Change management process. If required, schedule an emergency CAB meeting to review the emergency change and garner approvals. Ensure all emergency changes are communicated to appropriate stakeholders.

DR, BCM and Major Incidents

• Coordinate response efforts during major incidents when regular incident thresholds are exceeded.

• Collaborate with Business Continuity Management (BCM) and Disaster Recovery (DR) teams to facilitate timely resolution of incidents.

• Ensure effective communication and coordination among all relevant teams during major incidents.

• Develop and maintain escalation procedures for major incidents.

Technology – Service Management and Monitoring:

• Utilize ServiceNow and/or Azure DevOps for incident, problem, and change management activities.

• Leverage monitoring tools such as Splunk and AppDynamics to proactively identify and address potential issues.

• Develop dashboards and reports to provide visibility into IT service performance and trends, PowerBI knowledge or similar is nice to have.

Leadership and Collaboration:

• Collaborate with IT teams to ensure timely incident resolutions and effective delivery of change management activities.

• Foster a culture of continuous improvement and operational excellence.

• Collaborate with other IT and business teams to align service management practices with organizational goals.

What you bring:

• Bachelor’s degree in computer science, Information Technology, Business & Technology Management, Engineering, Information Systems, or a related field, or equivalent work experience.

• 10+ years of experience in IT service management, with a strong focus on incident, problem, and change management.

• 5+ years of experience in the financial services industry with emphasis on pensions, private investments, real estate and capital markets.

• ITIL certification (Foundation or higher) is a must have. Other relevant certifications such as COBIT are also desirable.

• Extensive knowledge of IT service management frameworks and best practices, particularly ITIL.

• Strong understanding of monitoring tools such as Splunk, AppDynamics, or similar.

• In-depth knowledge of network and system infrastructure, including servers, databases, and cloud environments. (i.e., Windows Server, Azure, AWS, Oracle DB, M365, Active Directory, etc.).

• Excellent problem-solving abilities with a focus on identifying root causes and implementing effective solutions.

• Ability to analyze complex data and metrics to drive decision-making and continuous improvement.

• Strong ability to lead cross-functional teams and manage multiple priorities in a fast-paced environment.

• Experience in fostering a culture of continuous improvement and operational excellence.

• Excellent verbal and written communication skills, with the ability to effectively communicate technical information to non-technical stakeholders.

• Strong interpersonal skills to build and maintain relationships with various stakeholders.

• Proven track record of leading and managing IT service management function in a large-scale enterprise environment.

• Extensive experience in all aspects of IT incidents, problem, change, service request and stakeholder management

• Extensive experience with ITSM tools (i.e., ServiceNow, AzureDevOps, etc.).

• Demonstrated ability to develop and implement effective IT service management processes and procedures.

• Strong analytical and problem-solving skills, with experience in Root Cause Investigation (RCI) and Root Cause Analysis (RCA).

• Excellent communication and leadership abilities, with a proven ability to collaborate with cross-functional teams.

• Experience in driving continuous improvement initiatives and fostering a culture of operational excellence.

• Proven experience in managing and participating in on-call rotations to ensure 24/7 support for critical IT services.

• Ability to handle high-pressure situations and make quick, informed decisions during incidents.

• Experience in coordinating with on-call teams to ensure timely incident resolution and effective communication during off-hours.

• Experience managing a Network Operations Center (NOC) or similar monitoring center.

• Proven track record of overseeing system availability, performance monitoring, and incident response, including the use of data analysis to predict and forecast potential issues.

• Experience in developing and implementing NOC processes and procedures to ensure optimal system performance and uptime.

• Excellent project management skills and the ability to lead and manage cross-functional teams.