Lead, IT Service Management

Job Summary:

Additionally this role will be accountable for monitoring and Service Performance Management, overseeing reliability across the technology landscape, including website, services and application reliability and performance. The IT Service Management Lead will be responsible for ensuring the coordination of internal teams, vendors, and partners to ensure timely service restoration while providing timely and effective communication and drafting of incident reports to all stakeholders..

This role demands strong leadership, excellent communication skills, and the ability to remain calm under pressure.

Duties & Responsibilities:

• Oversee and manage IT service delivery, ensuring services are aligned with business needs and SLA requirements.
• Work with all technology stakeholders to manage and execute the incident and problem management processes, including incident resolution, root cause analysis, and implementation of preventive measures.
• Ensure the highest level of incident control, coordination and communication across Porter.
• Lead the management and resolution of high severity incidents, ensuring swift action to restore services and minimize business impact.
• Serve as the primary point of contact for all high severity incidents, coordinating with relevant IT teams, stakeholders, and vendors.
• Develop and maintain incident management processes and procedures in alignment with ITIL best practices.
• Conduct post-incident reviews for all high severity incidents to identify root causes and implement corrective actions.
• Using Dynatrace and other tools build and maintain dashboards and alerting to bring awareness to functional and performance issues across web sites, services and applications
• Identify recurring incidents and initiate problem management processes to find root causes.
• Work with all technology stakeholders on the execution of the change management process to ensure smooth implementation of changes with minimal disruption to services.
• Identify opportunities for service improvements and efficiencies, and work with stakeholders to implement enhancements.
• Maintain service management reports, metrics, and documentation to track performance and compliance.
• Maintain information about known problems and ensure it is updated with relevant information from resolved problems.
• Conduct problem reviews and facilitate problem-solving meetings with relevant stakeholders.
• Track and report on problem management metrics to senior management.

• Provide timely and clear communication to leadership during high severity incidents, ensuring they are fully informed of the situation, impact, and resolution efforts.
• Prepare incident status updates and briefings for executive leadership, ensuring transparency and clarity.
• Act as the liaison between technical teams and leadership, translating technical issues into business impacts.
• Coordinate and lead incident communication calls with leadership, ensuring all relevant information is disseminated accurately and promptly.

• Manage and prioritize Zendesk tickets, ensuring SLAs are met and customer expectations are exceeded.
• Train and mentor support staff on Zendesk best practices and efficient ticket handling.
• Implement and maintain ticket categorization, prioritization, and escalation processes within Zendesk.
• Generate reports on ticket status, resolution times, and team performance for continuous improvement.

• Participate in on-call rotation to provide 24x7x365 support.
• Develop and deliver training programs for IT staff on incident and problem management procedures.
• Continuously review and improve incident and problem management processes.
• Stay up-to-date with industry trends and advancements in ITIL and ITSM practices.
• Actively participates in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.
• Any other duties as requested by the Manager, Software Operations and Support.

Behavioural Competencies:

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, a related field or work experience.
• ITIL Foundation certification; ITIL Intermediate or Expert certification is a plus.
• Minimum of 5 years of experience in incident and problem management within an ITSM environment.
• Proficiency with Zendesk or similar ticketing systems
• Proficiency with Dynatrace and similar system telemetry applications.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple high-priority tasks.
• Experience with 24x7x365 support environments is highly desirable.
• Proven experience managing high severity incidents is highly preferred.

Company Description:

Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter.