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Incident Manager
2 months ago
**About the Role**:
**About You**:
**Key Responsibilities**
- To manage customer incidents 24X7 and ensure mínimal disruption to the service
- Speedy Restoration for all incidents
- Setting up of Technical & Management Bridge
- Verification of completeness & correctness of the information being sent to the customer.
- To act as a center focal point for all departments during Severity 1 incident and coordinate between them to get the speedy results
- Assemble the Technical Recovery team once severity 1 outage is declared
- Ensure an Action plan / Back Up Plan is created for the restoration within SLA
- Ensure timely communication / information flow towards internal & external stakeholders
- Ensure a Major Incident Report (MIR) delivery towards internal & external customer within the SLA
- To circulate the important reports related to Severity 1 performance as per the instructions
**Desired Skills**:
- Must be in Pacific Standard Time zone to deal with West Coast incidents
- Strong analytical, organizational, and problem-solving skills.
- Strong customer communication skills with the ability to communicate technical issues to non-technical customers.
- Ability to organize resources across different teams to drive resolution of system critical issues.
- Ability to work well within a team to learn and share knowledge.
- Experience with web technologies (JavaScript, HTML/XML, Cookies, FTP/SFTP).
- Familiarity with ITIL Version 3, Foundations certificate a plus but not required.
- Experience working in a customer-centric environment
- Bachelor's degree in Computer Science or equivalent experience from an accredited University
**Benefits**:
- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program
- Work from home
Flexible Language Requirement:
- French not required
Schedule:
- Monday to Friday
- On call
Supplemental pay types:
- Overtime pay
Work Location: Remote
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