Incident Manager

7 days ago


Toronto Ontario, Ontario, Canada Robert Half Full time

We are seeking an Incident Manager for a long-term contract opportunity in the Financial Services industry. The role is based in Toronto, Ontario, and offers a hybrid work model. As a senior professional, you will primarily focus on incident management, collaborating closely with various operational teams to ensure the timely resolution of incidents.


Responsibilities:

• Coordinate the incident management lifecycle, ensuring incidents are logged, communicated, and resolved in a timely manner.

• Act as the main point of contact during major incidents, coordinating efforts across teams to restore services.

• Create and distribute accurate internal and client incident communications in a timely manner.

• Lead incident management calls, ensuring prompt action from all technical and operational teams involved.

• Conduct post-incident reviews to identify root causes and implement preventive measures.

• Work with problem owners to investigate root causes and facilitate resolution in adherence with established Service Level Agreements.

• Monitor and report on incident management metrics to identify trends and make recommendations for improvements and concerns.

• Continuously improve incident protocols, processes, and standards.

• Provide on-call support on a rotational basis.


Requirements:

• Strong communication and written communication skills are required

• Experience in Human Resources (HR) Administration is necessary

• Knowledge of digital technologies and tools is important

• Ability to generate and interpret metric reports

• Proven track record of effectively managing stakeholders and partners

• Excellent time management and prioritization skills

• Experience in executing best practices and protocols within a financial services context

• Ability to conduct cost analysis and understanding of trading principles

• Familiarity with JIRA and ServiceNow Applications

• Experience in creating and using templates

• Understanding of Service Level Agreements

• Experience in a B2B environment is beneficial

• Ability to restore systems and processes following standard operating procedures

• Experience in brokerage is advantageous.


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