Job Overview This senior role owns the design, integration, and administration of the AWS cloud-based applications and infrastructure observability toolchain, Datadog, JIRA Service Management (JSM), and xMatters, driving automation and AI-assisted workflows to reduce manual effort and improve operational reliability. As the technical owner, you will lead the evolution of the observability toolchain across Incident, Change, and Problem Management, ensuring availability SLAs are met for, cybersecurity requirements (including patching) are addressed, and continuous improvement is delivered through scripting, API integration, and Generative AI tooling. The role is focused on leveraging automation to improve teamwork, operational clarity, and effectiveness. Key Responsibilities Workflow Design & Implementation: Design and implement complex workflows, automation rules (triggers, conditions, actions), and integrations between Datadog, JSM, and xMatters to optimize Incident, Change, and Problem Management delivery . Scripting & Development: Develop automation workflows using Python, PowerShell, Unix Scripts, and REST APIs, both for in-house tooling and third-party vendor integrations. System Administration: Serve as the administrative owner of Datadog, JSM, xMatters, and any in-house observability tools, ensuring availability, functionality, and compliance with cybersecurity requirements. Collaboration: Partner with product owners, development, QA, support, and business teams to identify operational needs and deliver effective observability toolchain solutions. Support & Maintenance: Act as the primary technical owner of the observability toolchain, accountable for uptime, incident resolution, patching, and continuous improvement. Key Skills & Qualifications: Proven experience with Atlassian products (Jira, Confluence, Bitbucket). Strong understanding of RESTful APIs, JSON, and data transformation. Scripting (Python/PowerShell) and integration tool experience. Problem-solving, analytical, and communication skills. Familiarity with IT Service Management (ITSM) best practices, Tech Ops/Technical Support, ITIL, DevOps, CI/CD, and enterprise IT environments. Experience with AI/ML concepts is a plus for advanced roles. Required Qualifications 5+ years of experience with Information Technology Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) toolchain integration. 5+ years of experience supporting Change, Incident, and Problem Management function. 5+ years of experience in a Platform, CI/CD, SRE, or Observability role. Proven hands-on experience with Atlassian (JSM/JIRA), Datadog, and xMatters. Strong proficiency with Java, RESTful APIs, JSON, and data analytics. Experience in Java, Python, PowerShell, and/or Unix shell. Familiarity with ITIL best practices, DevOps, and enterprise IT environments. Experience with microservices architecture, secure authentication, and performance optimization. Strong problem-solving skills and ability to navigate ambiguity to define clear solutions. Excellent verbal and written communication skills. Strong understanding of Generative AI, AI agents (Agentic AI), and AI-assisted software development practices. Experience identifying and implementing opportunities where AI can improve engineering productivity, operational efficiency, and customer outcomes. Demonstrated proficiency with Generative AI and AI-powered development tools, including prompt engineering, AI-assisted coding, workflow automation, and AI-enabled problem solving. Experience leveraging AI agents and automation frameworks to streamline engineering processes and improve productivity. Preferred Qualifications Experience in technical support or service delivery role. Experience with AI/ML concepts or Gen AI tooling applied to operational automation. Familiarity with cloud environments (AWS), CI/CD pipelines, and observability tools (OpenTelemetry). Experience with PINGFederate, SAML, or enterprise identity and access management. Knowledge of Java, Node.js, or full-stack frameworks in the context of toolchain customization. Degree in Computer Science, Software Engineering, or a related field — or equivalent practical experience. Proven experience using AI tools to design, develop, debug, review, and optimize code, scripts, and automation solutions. Demonstrated proficiency in leveraging Generative AI and AI-assisted development tools (e.g., GitHub Copilot, Microsoft Copilot, ChatGPT) to accelerate software development, troubleshooting, automation, testing, and documentation while maintaining high standards for code quality, security, and reliability. Education BSc/BA in Computer Science or Software Engineering or related field. Position Type and Expected Hours of Work This is a full-time position. Standard days and hours of work are Monday through Friday, during normal core business hours. Occasional evening and weekend work may be required as job duties demand. Supervisory Responsibility None What’s In it for You RRSP with employer matching Paid Time Off Extended health insurance, LTD, life insurance, and Employee Assistance Program High-growth oriented environment with results-driven team Compensation Good faith annual salary range for this position is $90,000 to $110,000 CAD. Compensation will be commensurate with experience. This position is also eligible for an annual discretionary bonus. Other Duties Duties, responsibilities and activities may change at any time according to business needs. The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO). Work Environment This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical Demands The physical demands described here are representative of those that m