ITIL Incident and Problem Manager

Job Description

"Location(Address if role is onsite): 1100 1st St SE Suite 1400, Calgary, AB T2G 1B1

Work Type:
Hybrid 3 days at Onsite 5 days business hours and on-call support

years of

Experience:

5-8 Years

Job Summary:

We are looking for an experienced IT Service Management Lead to oversee Incident Management, Major Incident Management, and Problem Management for our IT services. This role will be responsible for ensuring the swift resolution of service disruptions, driving root-cause analysis, and implementing long-term fixes to improve service quality and reliability.

________________________________________

Key Responsibilities:

• Incident Management:
Lead incident resolution, ensuring alignment with SLAs and minimizing service disruption.

• Major Incident Management:
Manage critical incidents, coordinate technical teams, and communicate status updates to stakeholders.

• Problem Management:
Identify and resolve root causes of recurring incidents, document workarounds, and maintain the Known Error Database (KEDB).

• Process & Continuous Improvement:
Ensure ITSM processes are aligned with ITIL best practices. Work with service owners to improve service stability and reduce operational risk.

• Collaborate with cross-functional teams to improve ITSM processes and reduce service outages.

• Report on key performance metrics and ensure continuous improvement of ITSM processes.

________________________________________

Preferred Qualifications:

• 7+ years of experience in ITSM roles (Incident, Major Incident, and Problem Management).

• Strong knowledge of ITIL v3 or ITIL 4 best practices (certification preferred).

• Experience with ITSM tools (Service Now, Remedy, Jira, etc.).

• Excellent problem-solving, communication, and leadership skills.

• Ability to work under pressure and manage critical incidents in real-time.

• Ability to collaborate across technical and non-technical audiences."

Requirements
Experience (Years): 4-6 Essential

Skills:

• Work with project teams throughout the organization to design, implement, and manage CDN infrastructure using Akamai, to ensure high availability, performance, and scalability for customer facing applications and business processes.
• Handle multiple priorities and assignments with excellence and precision.
• Be a part of a 24/7/365 organization (some after hours support is expected as part of normal on-call rotation).
• Directly support line of business development teams, provide guidance to them on implementation and changes for customer facing applications
• Develop and maintain security protocols and measures to protect CDN infrastructure from cyber threats.
• Monitor and analyze network performance, identifying and resolving issues to optimize content delivery of critical applications.
• Collaborate with cross-functional teams to integrate Akamai CDN solutions with existing systems and applications.
• Collaborate with information security teams to implement DDoS protection strategies and other security measures in the CDN.
• Provide technical support and guidance to clients and internal teams regarding CDN and security best practices.
• Work closely with vendor and professional service teams on delivery related activities and strategy.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field. OR similar work experience.
• Strong understanding of network protocols (HTTP/HTTPS, DNS, TCP/IP).
• Proven experience as a CDN Engineer or similar role, with a strong focus on cybersecurity.
• In-depth knowledge of Content Delivery Network technologies, including caching, load balancing, and content optimization.
• Excellent problem-solving skills and attention to detail.
• Strong communication and teamwork abilities.
• Experience supporting 24/7/365 customer facing applications at enterprise scale.
• Awareness and experience with cybersecurity tools and practices, such as firewalls, intrusion detection/prevention systems, and encryption.
• Proficiency in scripting and automation (e.g., Python, Bash) a plus.
• Relevant certifications (e.g., CISSP, CEH) are a plus but not required.