Manager, IS Operations

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.
• Paramount is an inclusive employer dedicated to building a diverse workforce. Interested candidates who have the required qualifications and wish to apply may apply online at https://www.paramountres.com/career/ prior to the closing date of September 14, 2026 .
• We thank all applicants for their interest; however, only those selected for an interview will be contacted.
• Keywords
• Service Management, FreshService, ITIL, Service Delivery, Cybersecurity, Artificial Intelligence, AI, IS Operations, Desk Side, Service Desk, Automation, Service Automation.