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Incident and Problem Management Coordinator

4 months ago

Toronto, Canada Infoya Full time

Company Description

Infoya is a pioneering consulting firm, collaborating with visionary leaders to achieve outsized business impact. We are focused on following areas of business transformation space:

1. Advisory: We help determine the overall strategy and set the roadmap.

2. Enablement: We work closely with clients to enhance the potential of their technology through implementation of proven technology solutions.

3. Sustainability: Infoya works with its clients to ensure lasting change.


Role Description

Join our dynamic team as IT Coordinator specializing in Incident, Problem, and Change Management. As a key member of our ITIL professional group, you'll play a pivotal role in coordinating major IT incidents, conducting root cause analyses for problems, and overseeing change management processes. Your expertise will be instrumental in enhancing and maturing our IT Service Management (ITSM) practices for application and cloud infrastructure services.

 

Key Responsibilities: 

  • Serve as the incident manager for major cloud infrastructure and application incidents, including managing root cause analysis for high-priority incidents.
  • Initiate and manage incident/problem tickets, facilitate communications, coordinate resources, and act as a liaison between internal teams and external vendors when necessary.
  • Ensure effective incident communication and post-incident reporting, including participation in an on-call rotation for 24/7 incident response.
  • Lead the problem management process by conducting post-major incident reviews, completing root cause analysis reports, and preventing repeat incidents through effective management of the problem knowledge base.
  • Maintain thorough documentation, metrics, and reporting related to incident, problem, and change management processes.


Qualifications

  • Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience).
  • 5+ years of experience in IT service management, with a strong understanding of ITIL concepts, technologies, best practices, standards, and tools.
  • Proven experience in governance and accountability management.
  • Proficiency in managing major incidents and conducting root cause analyses within medium to large organizations.
  • Effective communication skills for notifying the organization during major incidents.
  • Experience in managing the change process, facilitating Change Advisory Board (CAB) meetings, and conducting ad-hoc meetings as required.
  • Strong documentation skills, including the creation and maintenance of process documents.
  • Exceptional written and verbal communication abilities.
  • Demonstrated IT business acumen, IT transformation experience, and project management skills. - Leadership qualities with the ability to lead IT Service Delivery in complex organizations.
  • Willingness to be on-call and work after hours as needed. - Familiarity with Jira, including a solid understanding of the Incident, Problem, and Change modules, as well as reporting functionalities. - Ability to provide training on Incident/Problem/Change processes to the organization.
  • IT certifications (e.g., ITIL, CompTIA, or relevant vendor certifications) are a plus.