Specialist - System Management

Job Description

Hiring Specialist Sr Specialist IT Service Management

Location Canada

Grade M3P3

Domain BFS FSTI

Positions 1

Role Overview

We are seeking an ITSM Specialist to manage endtoend IT service management processes including Incident Problem Change and Infrastructure Release Management The role involves ensuring service stability driving root cause resolution governing change processes and Planning coordinating smooth Infrastructure releases with minimal business impact

Key Responsibilities

1 Incident Management

Manage P1P2 major incidents including bridge coordination and stakeholder communication

Drive incident lifecycle from detection to resolution and service restoration

Ensure SLA adherence and timely escalations for critical incidents

Provide realtime status updates to stakeholders and clients

Conduct incident reviews and identify improvement opportunities

2 Problem Management

Lead Post Incident Reviews PIRs for highseverity incidents

Perform Root Cause Analysis RCA and document problem records

Track problem tickets and ensure closure of corrective actions

Identify recurring trends and drive proactive problem management

3 Change Management

Coordinate and govern CAB ECAB meetings

Review approve and track change requests based on risk and impact

Monitor change lifecycle including pendingfailed changes

Ensure compliance with ITIL change governance and audit requirements

Conduct Post Implementation Reviews PIRs for failedcritical changes

4 Infrastructure Release Management

Plan coordinate and execute Infrastructure ReleaseGreen Zones

Identify risks and ensure minimal business disruption during deployments

Support postrelease validation and incident stabilization

5 Reporting Governance

Prepare and publish incident problem and change reports

Provide executive dashboards and service performance insights

Ensure compliance with ITIL processes and audit readiness

6 Continuous Service Improvement

Drive process optimization initiatives across ITSM functions

Identify gaps risks and opportunities for automation and efficiency

Maintain CSI Continual Service Improvement logs and action plans

Required Skills Experience

Strong knowledge of ITIL Incident Problem Change Release Management

Experience in handling major incidents

Handson experience with ITSM tools eg ServiceNow Remedy Ivanti

Understanding of infrastructure applications and dependencies

Strong stakeholder communication and clientfacing skills

Ability to work in highpressure 24x7 production environments

Preferred Qualifications

ITIL V3V4 certification

Experience in financial services enterprise environments

Exposure to DRBCP and release governance frameworks

Project Management

Knowledge of reporting tools eg Power BI