Automation Engineer - Service Optimization

Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds' most successful Fortune 500 and Fortune 1000 companies.

We are seeking an experienced Automation Engineer who will collaborate with Network, Systems, and Solution Architecture leads to reimagine workflows and deploy automation solutions that drive measurable business outcomes — faster resolution, optimized headcount utilization, and enhanced service reliability.

Key Responsibilities

• Analyze processes and identify high-impact automation opportunities.
• Prioritize automation initiatives based on ROI and complexity.
• Create automation roadmaps aligned with service objectives and SLAs.
• Develop reusable automation frameworks and scripts (PowerShell, Python).
• Automate routine tasks like incident triage, patch validation, and provisioning.
• Implement self-healing workflows for automatic incident remediation.
• Measure automation impact on MTTR, ticket volume, and resource optimization.
• Ensure secure, auditable, and standardized automation practices.
• Maintain centralized automation library and governance frameworks.
• Collaborate with teams and train staff for operationalizing automations.

Required Skills & Experience

• 5–8 years of experience in infrastructure or service automation, preferably in a Managed Service Provider (MSP) or multi-tenant environment.
• Proven track record of developing automation workflows that improved operational efficiency or reduced manual workloads.
• Expertise in scripting and automation using PowerShell, Python, or Bash.
• Hands-on experience with RMM platforms, ConnectWise Automate, Azure Automation, or ServiceNow Orchestration.
• Familiarity with REST APIs, JSON, and integrations between monitoring and ticketing systems.
• Understanding of incident, problem, and change management workflows in ITIL-based environments.

Preferred Qualifications

• Exposure to Infrastructure-as-Code (IaC) and configuration management tools (Ansible, Terraform, Puppet).
• Experience with AI-assisted automation, predictive alerting, or workflow orchestration tools.
• Certifications in DevOps, Cloud (Azure/AWS), or Automation Frameworks are advantageous

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent communication and documentation abilities.

Benefits at Innovatia

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered.
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities.
• Remote work opportunities
• Focus on work/life balance.
• Immigration Program supporting immigration to Canada for eligible employees.

Innovatia is an equal opportunity employer.
We thank all candidates for their interest, however, only those selected for an interview will be contacted.