Incident Manager
1 week ago
Job Title: Incident Manager
Duration: 12 Months
Location: Toronto, Ontario
Your role:
As an Incident Manager , your primary role will be to help us evolve and execute our business incident management model, while working closely with IT & operational partners to ensure timely resolution of incidents. Your ability to coordinate with various teams and communicate effectively will be key to your success in this role. This position will report to the Manager of Product Support.
Key accountabilities:
• Manage the incident management lifecycle, ensuring incidents are logged, prioritized, communicated, and resolved in a timely manner
• Act as the primary point of contact during major incidents, coordinating efforts across teams to restore services and act as incident escalation focal point
• Craft and disseminate timely and accurate internal and client incident communications
• Lead incident management bridge calls, ensure prompt action on behalf of all technical and operational teams involved
• Conduct post-incident reviews to identify root causes and implement preventive measures
• Collaborate with problem owners to investigate root causes and facilitate resolution in adherence with established SLAs
• Monitor and report on incident management metrics to identify trends and make recommendations regarding improvements and concerns
• Continuously improve incident protocols, processes, and standards
• Provide 24/7 on-call support on a rotational basis
Qualifications:
• Bachelor's degree in information technology, business administration or a related field
• 5+ years of experience in incident management, preferably in the banking or financial services industry
• Effective verbal and written communication skills that can be adapted to suit different audiences
• A fast learner with an inherent ability to understand complex technology and operational services and communicate the impact of incidents in both business and client terms
• Excellent interpersonal and influencing skills, with demonstrated effectiveness in operating under high-pressure situations with complex stakeholders
• Effective time management skills; ability to work on multiple tasks simultaneously and re-prioritizing tasks based on fluctuating workloads and deadline pressures
• Strong understanding of incident management best practices, including industry SLA’s and standard operating protocols; ITIL Foundation certification preferred
• Experience with incident management tools (e.g., ServiceNow, Remedy, JIRA) preferred
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