Bilingual Senior Specialist, IT Operations Monitoring & Service Insights

Job Requisition ID: 12714

Position Status: Permanent Full Time

Position Type: Hybrid

Office Location: Ottawa (ON); Montreal (QC)

Travel Requirement: Limited

Language Designation: Bilingual

Language Skill Levels (Read/Write/Speak): CBC

Security Requirement: Reliability Status

Salary: Our salaries generally range from $ 104,180.28 to $ 130,225.36 and are based on qualifications and experience.

About CMHC

The work you do and the work we do together matters. We come to work every day with a common purpose: to contribute to a well-functioning housing system.

At CMHC, we hold ourselves accountable for our results and support our colleagues in their achievements. We thrive on collaboration, connecting across CMHC and involving the right people to get our work done. Our leadership style is guided by trust, where our leaders favour an adaptive approach based on the needs of their teams.

Join us and be part of a team that's committed to making a real difference and be part of something meaningful.

Our commitment to diversity, equity, and inclusion

We're committed to advancing employment equity and fostering an inclusive workplace. To reflect the diversity of Canada’s population, we encourage applications from women, Indigenous Peoples, persons with disabilities, 2SLGBTQI+ individuals, veterans, and racialized peoples. We also welcome applications from all individuals eligible to work in Canada.

We are also committed to advancing reconciliation with Indigenous Peoples and supporting the meaningful inclusion of First Nations, Inuit, and Métis voices and priorities. While this position is hybrid requiring some in-office presence, a work from home arrangement may be considered for First Nations candidates on reserve or Indigenous candidates that reside further than 125KM from a CMHC office.

Learn more about our commitment to diversity and inclusion

What’s in it for you

We’ve got the purpose, the people and the perks you need for a fulfilling career. Here’s the comprehensive and generous benefits you get when you’re a permanent employee:

• Annual Paid vacation.
• Annual individual performance incentive.
• Defined benefit pension plan.
• Comprehensive group insurance plan to support your well-being from day one.
• Support towards your personal and professional growth with training, mentorship and more.
• While positions at CMHC require some in-office presence, alternative work arrangements may be considered for Indigenous candidates.

About the role

Join the Infrastructure and Operations team, in the Bilingual Senior Specialist, IT Operations Monitoring & Service Insights position. The primary focus of this role is the hands-on monitoring of infrastructure, applications, and end-to-end services to provide reliable operational visibility and enable proactive incident detection. You will help evaluate and select enterprise monitoring and observability tools, configure new platforms and monitoring capabilities from the ground up, maintain and continuously improve them, and define the event and alert management processes and procedures that support effective operational response.

What you’ll do:

• Own and continuously improve monitoring coverage for infrastructure, networks, cloud platforms, applications, certificates, integrations, and critical end-to-end services.
• Evaluate business and technical requirements and help select fit-for-purpose monitoring, observability, logging, and security analytics tools such as Zabbix, Dynatrace, SolarWinds, PRTG, Azure Monitor, Azure Log Analytics, Splunk, and Microsoft Sentinel.
• Configure and implement monitoring platforms and capabilities from the ground up, including discovery, agents, collectors, integrations, dashboards, service maps, health checks, log ingestion, alerts, and automated ticket creation.
• Maintain, administer, upgrade, and optimize monitoring tools and integrations to ensure reliable data collection, platform availability, appropriate capacity, security, and sustainable support.
• Define, document, and govern event and alert management processes and procedures, including standards for thresholds, severity, correlation, deduplication, suppression, escalation, ownership, and response.
• Detect, validate, enrich, correlate, and route events and alerts to identify service degradation and incidents before users are affected, reduce alert noise, and accelerate triage.
• Use monitoring data, logs, service-level indicators, and operational trends to identify detection gaps and improve service reliability, operational readiness, mean time to detect (MTTD), and mean time to restore or resolve (MTTR).
• Partner with application, infrastructure, security, service management, and vendor teams to establish monitoring requirements, onboard services, support incidents and post-incident reviews, and provide actionable operational insights.

What you should have:

• An undergraduate degree in Information Systems, Business, or a related field, and a minimum of 7 years of progressive experience in IT operations, including substantial hands-on responsibility for enterprise monitoring, observability, service reliability, or Site Reliability Engineering (SRE) (an equivalent combination of related education and/or experience will be considered).
• A demonstrated experience designing, configuring, and implementing monitoring or observability platforms from the ground up and supporting them through their operational lifecycle.
• A strong knowledge of infrastructure, application, cloud, network, service, log, synthetic, and availability monitoring, including practical experience defining dashboards, health indicators, alerts, and service-level measurements.
• Experience defining and operating event and alert management practices, including threshold design, alert tuning, correlation, deduplication, noise reduction, escalation, and on-call integration.
• The ability to assess monitoring requirements, compare tools, develop selection criteria, conduct proofs of concept, and recommend solutions based on coverage, integration, scalability, usability, security, and total cost of ownership.
• A working knowledge of ITIL and ITSM processes, particularly Incident, Major Incident, Problem, Change, Configuration, and Event Management; an ITIL Foundation certification is required.
• A record of using monitoring and operational data to improve MTTD, reduce MTTR, strengthen operational readiness, and increase service reliability in complex enterprise environments.
• Strong analytical, documentation, facilitation, and communication skills in both official languages (English and French), with the ability to work calmly across technical and business teams during high-pressure situations.

Technologies:

• A hands-on experience with several enterprise monitoring and observability platforms, such as Zabbix, Dynatrace, SolarWinds, PRTG, Azure Monitor, Azure Log Analytics, Splunk, Microsoft Sentinel, or comparable tools.
• Experience integrating monitoring platforms with ServiceNow ITSM or comparable service management tools for event ingestion, alert enrichment, incident creation, routing, dashboards, and reporting.
• A familiarity with logs, metrics, traces, APIs, agents, collectors, scripting or automation, cloud and hybrid environments, and technologies that support end-to-end service visibility.

It will be great if you also had:

• Experience with observability engineering, Site Reliability Engineering (SRE), service-level objectives, error budgets, or reliability practices in cloud and hybrid environments.
• Experience automating monitoring configuration, alert enrichment, remediation, or operational workflows using APIs, scripts, infrastructure as code, or orchestration tools.
• Experience coordinating vendors and managed service providers, leading monitoring onboarding or modernization initiatives, or developing operational readiness standards for new and changed services.
• Advanced ITIL, monitoring, observability, cloud, security, Splunk, Dynatrace, Microsoft, or SRE-related certifications.

Posting closing date: Note, the competition will remain active until filled.

Standby and Call Back duties are a requirement of this position and will be subject to CMHC policies, including the Standby and Call Back Pay Procedure.

What happens after you apply

We know that applying for a new job can be both exciting and daunting, and we appreciate your effort. Learn more about our hiring process. If you are selected for an interview or testing, please advise us if you require an accommodation.

If you applied before and you were not successful don’t worry – we're always posting new positions, so don’t hesitate to give it another shot. We’re excited to see what you bring to the table this time around!