Job Specifications
Job Title/Role: ITSM Lead
Mode: Contract
Client Location: Toronto, ON
Overview: Act as the portfolio’s technical and domain SME. You’ll guide incident resolution, set non‑functional standards, review changes, and partner with product/business to keep customer journeys reliable (web/mobile, Amazon Connect, decisioning, analytics, SAS 360, Astrum).
What you’ll do
Provide hands‑on leadership during high‑severity incidents; steer diagnostics and decision calls.
Own problem management outcomes—RCA quality, defect backlogs, pattern detection, prevention.
Define and enforce NFRs (availability, latency, error budgets), observability standards, and SLOs.
Review release plans, rollback strategies, and performance test results for key journeys.
Partner with business/product on readiness, peak planning, experiment flags, and risk mitigations.
Guide technical debt reduction and operational hardening (timeouts, retries, bulkheads, circuit breakers).
Mentor L1.5/L2 engineers; refine runbooks and operational playbooks.
Skills you’ll bring
Strong knowledge of microservices, APIs, and cloud platforms (Azure and AWS).
Strong grasp of microservices/API design, eventing (e.g., Kafka), and cloud (AWS).
Proficiency in observability (logs, metrics, traces) and performance tuning.
Card domain fluency—authorization flows, instant credit decisioning, servicing, dispute lifecycle.
Preferred Qualifications
Experience with Amazon Connect (contact flows, routing profiles), mobile app pipelines, SAS 360.
10+ years in application architecture and leadership
About the Company
Ktek Resourcing is a global staffing and recruitment firm specializing in IT, engineering, and professional services.
We combine data, AI, and human insight to deliver smarter, faster hiring solutions. Whether you're filling a single role or scaling an entire team, we bring over two decades of recruiting expertise to every engagement. Ktek is proudly headquartered in Houston, TX.
Our reach spans North America, South America, Asia, and EMEA, connecting businesses with top-tier talent. We are committed to creating equitable...
Know more