Senior Service Reliability Analyst

Freedom • Toronto, ON

1d

About The Position

As a Senior Service Reliability Analyst, you are responsible for driving operational reliability across Freedom Mobile’s IT systems by leading and evolving incident, change, and problem management practices. Supporting the Incident Management Lead and working alongside other incident managers, you will play a key role in managing major incidents and executing and improving operational processes. The position bridges ITIL 4 practices with modern DevOps and DORA-aligned principles. Your primary focus is assisting cross-functional teams to reduce service disruption, improve recovery speed, and enable safe, scalable change. The successful candidate will combine strong operational leadership with a data-driven mindset to continuously improve system reliability, resilience, and team effectiveness.

Requirements

• 5+ years of experience in incident management or IT Operations within an enterprise environment
• Strong understanding of DORA metrics and their practical application in operational environments
• Experience working in DevOps-oriented organizations (CI/CD, trunk-based development, SRE principles)
• Experience with blameless post-mortems and modern incident management practices.
• Exceptional organizational, communication, and facilitation skills
• Ability to track KPIs, analyze metrics, find trends, and process bottlenecks to find improvements.
• Ability to influence teams without direct authority.
• Familiarity with tools such as BMC Helix, Service Now, or Jira for ITSM and Ticketing, as well as documentation tools such as Confluence, Sharepoint and the Microsoft Office suite.

Nice To Haves

• Experience in telecommunications, retail or customer care environments may be an asset.
• Experience in modern, hybrid cloud environments may be an asset.
• ITIL certification (Foundation or higher) is desirable.
• Bilingual English/French skills may be an asset.

Responsibilities

• Act as incident commander for major incidents as a member of the incident management team.
• Coordinate cross-functional teams to restore service quickly and minimize business impact.
• Drive clear, timely communication to stakeholders, including executives and non-technical audiences.
• Facilitate blameless post-incident reviews focused on systemic improvements and learning.
• Identify contributing factors across systems, processes and organizational practices.
• Ensure follow-up actions are tracked and completed.
• Support evolution of change management practices to align with DevOps principles.
• Promote increased use of standard changes based on low risk, minimal service impact and rapid service recovery.
• Collaborate with engineering and application teams to reduce change-related incidents and improve recovery times.
• Favour appropriate guardrails over heavy approval processes.
• Track and analyze reliability metrics, including MTTR, incident volume and change failure rate.
• Use data to identify reliability gaps and prioritize improvement initiatives.
• Drive alignment between operational processes and engineering practices (CI/CD, observability, deployment strategies).
• Identify opportunities to automate operational workflows and reduce manual effort.
• Improve signal quality through better alerting, monitoring and observability practices.
• Continuously refine operational processes to improve efficiency and effectiveness in line with strategic goals.
• Participate in a 24/7 on-call rotation for major incident support.

Benefits

• Customizable health & dental benefits program
• Company-matched pension (according to position)
• Wellness program (physical, psychological, financial, and social health)
• Employee Assistance Program for you and your family, including Virtual Healthcare
• Corporate line with provided service
• Device subsidy
• Discounts on Freedom products & services

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed