Expert, Major Incidents Management

1 month ago


Montréal, Canada Transat A.T. inc. Full time

Reporting to the VP ISD Operations, the incumbent is responsible for coordinating the ISD teams involved in the management of major IT incidents that impact Transat's critical information assets. The incumbent develops indicators to ensure the efficiency of processes and proposes actions to improve processes based on the analysis of performance indicators.

**Responsibilities**:

- The incumbent performs major incident coordination, notification according to the communication process, and tracking of action plans for the resolution and prevention of major incident recurrence.
- The incumbent coordinates major incident investigation and resolution efforts, facilitates and manages team calls and ensures that escalation procedures are invoked as required.
- He/she ensures the quality and speed of service restoration and reports to management on the progress of incidents.
- He/she leads the operational crisis cells.
- Ensures the effectiveness and efficiency of the incident management and problem management process.
- The incumbent develops, implements and monitors IT service action plans, solutions and tools.
- The incumbent acts as a consultant in their area of expertise to organizational units and various stakeholders.
- The incumbent documents periodic reports (weekly, monthly, annual) on the treatment of incidents and conducts analyses of causes, impacts and recurrences.
- He/she leads the daily review meeting of major incidents with the ISD teams.
- He/she proposes process improvement actions based on the analysis of performance indicators.
- The incumbent is responsible for coordinating all officers on evening, night and weekend duty in order to provide support to officers at all times.
- He/She will be responsible for the management of various projects.
- In addition to the role as Expert, Major incidents Management, the incumbent will be responsible for the management of various projects.

**Requirements**:

- Bachelor's degree or relevant training in computer science
- 10 years experience in a similar position
- ITIL certification
- Excellent ability to work under pressure
- Customer focus, entrepreneurial spirit and innovation, valuing and respecting people
- Teamwork, analytical and systematic mindset
- Sense of organization and priorities
- Autonomous, motivated and able to manage time well
- Highly developed oral and written communication skills (French, English)
- Bilingualism (French, English

Job Details

Location:
Montreal

Type of Work:
Permanent, full time

Job category:
Information technology

Business segment:
Head office

Business unit:
Transat A.T. inc.

Job #:
AT-22-415

End date of posting:
2023-01-06



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