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Incident Manager

3 months ago

Montreal, Quebec, Canada soho square solutions Full time

Job Details

WHAT WILL BE YOUR DAY-TO-DAY?

The responsibilities of the incident manager include, but are not limited to the following:

  • Lead conference calls, to send communications on major incidents follow up;
  • Ensure correct information in an Incident Report, listing all actions and taken decisions with approval from implicated and impacted teams;
  • Follow major AMER operations and inform Paris accordingly;
  • Ensure oncall as per the agreed team setup to bridge the gap between AMER and ASIA.

Infrastructure operations to be performed:

  • Work during infra weekend & other infrastructure operations as required to support AMER RPM;
  • Help improving the quality of service of the team;
  • Participate in big projects around continuous improvements with synergy between AMER and Paris.

Other responsibilities:

  • Ensure process alignment between the 3 regions based on Follow The Sun model;
  • Escalate major events and incidents to manager whenever applicable;
  • Organize meetings between key stakeholders on demand;
  • Ensure all SOPs are up to date.

Continuous Improvement:

  • Promote team spirit and great place to work/ fun initiatives;
  • Participate to transversal events;
  • Propose improvement ideas / innovation.

Profile

SKILLS AND QUALIFICATIONS:

Must Have:

  • Incident Management
  • Basic understanding of IT and infrastructure
  • Very strong oral and written communication skills
  • 3 to 5 years of experience in incident management

Nice to Have:

  • Technical background/ education is preferred.

Languages:

  • Fluent in both French and English

Job Type:
Fixed term contract

Contract length: 12 months

Pay:
$60.00-$70.00 per hour

Benefits:

  • Casual dress
  • Dental care
  • Extended health care
  • Flexible schedule
  • Life insurance
  • Paid time off
  • RRSP match
  • Vision care
  • VRSP

Schedule:

  • 8 hour shift
  • Monday to Friday

Supplemental pay types:

  • Bonus pay
  • Commission pay
  • Overtime pay
  • Retention bonus
  • Signing bonus
  • Tips

Experience:

  • IT and infrastructure: 1 year (required)
  • Incident management: 1 year (required)
Incident Manager: 5 years (required)