Senior Service Reliability Analyst
Toronto, ON, CA, M5J 0B8
Company Description
At Freedom, we’re proud to be leaders in a movement that brings affordable wireless services to Canadians – we’re always on the lookout for go-getters that are committed to disrupt the status quo.
Does that sound like you? We’d love to meet you.
Short Description
Job Description
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.
- Incident Management and Response
- 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.
- Post Incident Learning and Improvement
- 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.
- Change and Release Reliability
- 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
- Service Reliability and DORA Alignment
- 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)
- Process Evolution and Automation
- 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.
- On-Call and Operational Coverage
- Participate in a 24/7 on-call rotation for major incident support.
Qualifications
- 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.
- 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.
Additionnal Information
- Salary: Commensurate with qualifications and experience.
- Take advantage of a customizable health & dental benefits program and opportunities for company-matched pension (according to position).
- Promote your health with the wellness program, which focuses on physical, psychological, financial, and social health.
- Benefit from the Employee Assistance Program for you and your family, including Virtual Healthcare.
- At Freedom, we recognize your great work through a corporate line with provided service, device subsidy and discounts on Freedom products & services.
- Participate in projects that make an impact and take on challenges that will allow you to surpass yourself.
- Develop your full potential and imagine what you can become within Quebecor’s family through our various career opportunities.
- This posting is for an existing vacancy.
Check out our Activity Report for an overview of the projects to which you could contribute !
We value your uniqueness !
We are committed to creating and maintaining an accessible, equitable and inclusive workplace that reflects the diversity of the community to which we belong. We strive to provide a work environment where each individual is valued and respected for who they are and can realize their full potential. We're eager to discover all the qualities that make you unique!
We are happy to make accommodations to promote accessibility upon request. If you need an accommodation at any stage of the process, please don't hesitate to let us know when you first contact us.