Information Technology Service Management Specialist

Job Title/Role: ITSM Lead

Mode: Contract

Client Location: Toronto, ON

Overview: Act as the portfolio’s technical and domain SME. You’ll guide incident resolution, set non‑functional standards, review changes, and partner with product/business to keep customer journeys reliable (web/mobile, Amazon Connect, decisioning, analytics, SAS 360, Astrum).

What you’ll do

• Provide hands‑on leadership during high‑severity incidents; steer diagnostics and decision calls.
• Own problem management outcomes—RCA quality, defect backlogs, pattern detection, prevention.
• Define and enforce NFRs (availability, latency, error budgets), observability standards, and SLOs.
• Review release plans, rollback strategies, and performance test results for key journeys.
• Partner with business/product on readiness, peak planning, experiment flags, and risk mitigations.
• Guide technical debt reduction and operational hardening (timeouts, retries, bulkheads, circuit breakers).
• Mentor L1.5/L2 engineers; refine runbooks and operational playbooks.

Skills you’ll bring

• Strong knowledge of microservices, APIs, and cloud platforms (Azure and AWS).
• Strong grasp of microservices/API design, eventing (e.g., Kafka), and cloud (AWS).
• Proficiency in observability (logs, metrics, traces) and performance tuning.
• Card domain fluency—authorization flows, instant credit decisioning, servicing, dispute lifecycle.

Preferred Qualifications

• Experience with Amazon Connect (contact flows, routing profiles), mobile app pipelines, SAS 360.
• 10+ years in application architecture and leadership