About this Opportunity:

The Manager, IS Operations - role within Information Services, reports to the Director, IS Infrastructure and Operations and will serve as a liaison to the Application and Business teams to develop, implement and sustain IS services that enable business operations at Paramount.

The IS Operations team is looking for an enterprising, diligent, collaborative, self-motivated individual to support Business operations and field project IS requests. The role will engage with Application and Business stakeholders to quickly execute on business IS requests, capture business requirements and create IT based solutions, educate and mature cybersecurity processes and use Artificial Intelligence to streamline service delivery.

If you are a Senior resource with 13 - 15 years of experience looking for an opportunity to use your deep service delivery knowledge, grow your cybersecurity and cloud skills working in a high performing team to develop and support future services this opportunity is for you.

Three exciting aspects of the role are:

• Leading - The IS Operations group (Service Desk, Desk Side). Driving the adoption of AI services across IS request workflows, optimizing support for fast, intelligent, business-enabling operations
• Managing - The IS Operations Cybersecurity tasks and incident response processes. Phishing and Cybersecurity awareness. Provide input & own Cybersecurity roadmap components
• Partnering - With Business groups to plan, design, and execute IS requests/services that support new Field Projects and Operations

Qualifications:

• 13-15 years of experience in IT service delivery and cybersecurity operations. Oil & Gas experience considered an asset
• Bachelor's degree in Computer Science or related discipline preferred
• Proven experience leading and building teams to increase service delivery and operational Cyber security capabilities including triage, response and investigation
• Excellent interpersonal and communication skills. Able to interact and develop relationships with Business stakeholders and subject matter experts. Business acumen considered an asset.
• Understanding the big picture while incrementally delivering (minimal viable product) to achieve short- and longer-term Business goals
• Strong organizational skills to complement multi-tasking. Proven track record of creating project plans, executing small to medium size projects and transitioning to operations for support
• Thorough understanding of ITIL v3/4 information technology processes, procedures and practices
• Experience automating operational tasks for efficiency using Artificial Intelligence and other tools
• Experience with creating/delivering initiative reporting updates/presentations to IS Management
• Proficient with, or able to quickly become proficient with, a range of enterprise software, cyber security software, cloud infrastructure/native services
• Cybersecurity experience includes Computer Security Incident Response Team (CSIRT) training and operations. Experience with managing & reporting on controls
• Cybersecurity tool experience configuring and maintaining Security Information and Event Management integrations and Extended Detection and Response clients

Responsibilities:

Working Leader & Service Delivery

• Lead, coach, and develop a team of Desk Side/Service Desk Analysts, setting clear performance expectations and career growth paths
• Own SLAs, KPIs, and OLAs across incident, request, and service fulfillment processes
• Drive a continuous improvement culture, using data to identify and improve service delivery
• Manage escalations, major incidents, and stakeholder communications

Computer Security Incident Response Team (CSIRT) Leader and Process Documentation

• Own the IS Operations role within CSIRT, acting as the bridge to IS Infrastructure
• Ensure analysts are trained to recognize and correctly triage security-relevant tickets
• Lead reviews for security events that pass through the IS Operations, process updates and training
• Own IS Operation's readiness - ensuring on-call coverage, escalation paths, runbooks/ templates are current and tested (tabletop exercises, simulations)

Driving AI & Automated Delivery

• Identify, pilot, and scale AI tools that reduce ticket volume and resolution time
• Own the feedback loop between AI tools and knowledge base content - improve KB articles
• Use trend & root-cause data to optimize services, proactively adjust staffing, training, and automation priorities
• Develop and implement an approach for intelligent monitoring and alerting of meeting room technology health checks

ITIL v4 Process Owner

• Apply ITIL v4 practices (Incident, Problem, Request Fulfillment, Change, Knowledge, Service Level, Continual Improvement) in a pragmatic way
• Maintain and mature the knowledge management practice using AI
• Own the problem management process to resolve incidents at the root
• Metrics, Reporting & Continuous Improvement

Benefits of Joining the Paramount Team

This position will provide you with an opportunity to leverage your skills in support of a nimble, Canadian-based energy company. You will receive on-the-job experience, coaching, and training and work in a collaborative learning environment. Paramount offers competitive compensation that includes excellent health and wellness benefits.