IAM/NoC Support Specialist

IAM/NoC Support Specialist (CANADA) - (Remote)

Experience : Years

Responsibilities and Duties

• Manages incidents for Client's production systems
• Responsible for the efficiency & effectiveness of Incident process within the Organization
• Classification and Prioritization of all incidents based on impact and urgency
• Engage resources to resolve the major incidents and thus avoid customer/business impact
• Identify opportunities for improvement in the existing incident management
• Provides immediate response and coordination aimed at minimizing the duration of service interruptions.
• Make decisions regarding real-time incident resolution activities and management escalation updates.
• Acts as a liaison between the business and technology teams for high severity incidents (priority 1, 2 and 3 spanning across the entire enterprise) and escalates as appropriate.
• Maintains trend data and metrics related to changes, incidents, and executive reporting.
• Compiles the enterprise post-incident report (RCA) and works with various teams in root cause analysis.
• Support software engineering, technical operations, Information Technology, Information security, and customer support teams, and others who are responsible for assessing and triaging incident escalations
• Send communication updates for all incidents until incident resolution
• Manage communications to internal stakeholders, leadership – Communication process is internal only
• Proactively using monitoring and alert applications to identify incidents
• Perform minor incident remediation actions based on runbooks and SOPs
• Perform minor change activities after hours based on runbooks and SOPs

Professional Experience & Knowledge

• Senior-level experience in Incident Management: Minimum of 4+ years in ITIL-based incident management, ideally in fast-paced, high-availability environments.
• Experience performing basic incident remediation actions: Ability to perform server restarts, load balancer activities (e.g. removing a server from the load balancer), server performance monitoring, log collection
• Deep knowledge of ITIL frameworks: Strong command of ITIL v3 or v4 (certification preferred), with hands-on experience establishing and optimizing incident management processes.
• Proven track record in process implementation: Ability to design, implement, and operationalize end-to-end incident processes aligned with business goals.
• Experience with ITSM platforms: Solid experience with platforms such as ServiceNow or Remedy.
• Incident performance monitoring: Strong ability to define, track, and report on performance KPIs (e.g. MTTR, incident volumes, SLA adherence, root cause trends).
• Executive-level communication and management: Skilled in leading and managing high-priority incidents at the executive (C-Level) level, including clear status updates, risk assessments, and action plans.

Personal Attributes & Soft Skills

• Strong and assertive personality: Confident in decision-making and capable of leading under pressure; used to taking ownership and driving resolution with authority.
• Calm and structured under pressure: Maintains focus and structure during high-impact situations; capable of orchestrating multi-team responses effectively.
• Strategic and analytical thinker: Understands both the details of the process and the larger technical and business context.
• Excellent communicator: Able to translate complex technical issues into clear, actionable communication for both technical teams and senior stakeholders.
• Proactive and hands-on mentality: Doesn't wait for instructions—takes initiative, anticipates problems, and implements solutions early.

Job Type: Contract

Pay: $30.00-$35.00 per hour

Expected hours: 40 per week

Work Location: Remote