Incident Coordinator

3 weeks ago

Toronto, Canada University Health Network Full time

**INCIDENT COORDINATOR**

Posting #: 928946
Union: Non-Union
Site: Princess Margaret Hospital
Department: Service Management
Reports to: ITSM Manager
Hours: 37.5 hours per week

**Salary**: $63,539 to $79,424 annually (To commensurate with experience and consistent with UHN compensation policy)
Status: Permanent Full Time
Posted Date: February 14, 2024
Closing Date: February 28, 2024

The University Health Network, where “above all else the needs of patients come first”, encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of ground breaking firsts and a purpose of “Transforming lives and communities through excellence in care, discovery and learning”, the University Health Network (UHN), Canada’s largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

**Position Summary**

The Incident Coordinator is responsible for adhering to the incident management process and coordinates/manages all major incidents which impact UHN’s IT service assets to drive timely restoration. The Incident Coordinator acts as the focal point of contact for major incidents, engages necessary support teams and owns the communication process to ensure stakeholders and users are aware of issues within the IT environment. The Incident Coordinator will work to identify opportunities to improve the day-to-day operations of the process.

**Duties**
- Responsible for following and enforcing the Incident Management processes based on ITIL best practices
- Ensure that IT Production Major Incidents are dealt with effectively and efficiently by coordinating and managing all technical calls
- Schedule, convene, facilitate and chair Major Incident Review (de-brief) meetings, and ensures proper hand-off to Problem Management process
- Ability to take lead on technical calls, to manage restoration efforts with various technical groups, resources and vendors, as required
- Supports and enables the adoption of incident processes across the organization
- Create and distributes Incident Management communications within tight SLAs to ensure timely and accurate notifications are sent to stakeholders/users
- Can effectively review incidents to ensure correct priorities are assigned
- Can effectively review incidents to proactively identify trending or support gaps and provide mitigation strategies and escalate as required
- Able to run reports on incident metrics/KPIs to measure the effectiveness of the incident management process
- Attend daily clinical site safety huddles as Digital representative and handle any escalations relating to UHN Digital
- Reviews and suggests incident methodology recommendations which can be applied to improve processes
- Document and report on all work performed in the UHN Digital incident and problem management ticketing system
- Provide timely updates to end-users
- Update knowledge articles, where appropriate
- Performs UHN Emergency Fan Out
- Represents UHN Digital in a professional manner with internal and external stakeholders

**Qualifications**
- Completion of a two-year college program in Computer Science/Information Technology or recognized equivalent
- ITIL v4 Foundations or Intermediate Certification preferred
- After hours on call availability required on a rotating schedule to ensure 24/7/365 coverage
- Experience working with a managed service vendor an asset
- Experience with Problem Management / Root Cause Analysis an asset
- Excellent interpersonal skills
- Proven leadership, project and organizational skills to work with middle management and execute work activities to meet IT and customer expectations
- Ability to manage time and meet multiple deadlines in a hectic work environment
- Detailed orientated, process focused, self-motivated and the ability to multitask
- Communicates in a clear, concise manner both written and verbal
- Able to work with mínimal supervision on simple to moderately complex tasks
- Able to work with multidisciplinary teams in a positive and productive manner
- Ability to effectively deal with high priority unscheduled tasks and problems
- Understands how various issues affect each other and the impact on the IT environment and the organization’s ability to deliver care
- Self-motivated team player
- Ability to operate a personal computer and working knowledge of Windows 10, Microsoft Office products and Outlook
- Customer service excellence
- ServiceNow experience is an asset

**Why join UHN?**

In addition to working alongside some of the most talented and inspiring he

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