Incident Management
2 weeks ago
**TEAM LEAD, INCIDENT MANAGEMENT**
**Site**: All sites
**Department**: UHN Digital
**Reports to**: Manager - Service Management
**Hours**: 37.5 hours per week
**Salary**: $74,276 - $92,840 annually (Commensurate with experience and consistent with UHN compensation policy)
**Status**: Permanent Full-time
**Posted Date**: August 23, 2023
**Closing Date**: Until filled
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**
**Duties**
- Responsible for maintenance of the 24/7/365 rotational incident support schedule
- Participate in the 24/7/365 on-call call support rotation as needed
- Lead Major Incident and Major Incident Review (MIR) calls, responsible for Major Incident communications
- Participate in Daily Business huddle calls and escalate as issues or concerns as required
- Lead Incident team identification, escalation and monitoring of incidents
- Responsible for monthly Incident reporting and participation in Monthly meetings
- Responsible for Major Incident contact list, escalation information maintenance and process adherence.
- Maintain Major Incident SLA
- Work with Service Desk and resolver teams to maintain and develop pro-active escalation identification and procedures.
- Work within the Service Management team to implement the organizational support vision
- Oversight of 2 Incident coordinator team members, and 2 Service management team members who participate in the Major Incident on-call support rotation
- Create reports adhoc or scheduled as required
- Analyze data to ensure operating procedures are being followed/SLAs are being met and provide suggestions for service improvement
- Provide timely updates
- Participate in the maintenance and Improvement of knowledge articles
- Enter time in the Digital Time Capture System (ChangePoint)
- Create and maintain Incident metrics reporting and dashboards, and any additional ad hoc tasks or reporting
- Ensures that assigned staff are trained on the structure, purpose and dynamics of team effectiveness
- Identifies ways staff can be appropriately trained and attain the knowledge required for the responsibilities of their respective positions.
- Interpersonal dispute management by resolving disputes, concerns and/or problems within the department
- Performs staff scheduling for on call, over-time, projects and tasks; prioritizes and assigns work to analysts as required, with respect to both operational and/or projects; ensures work-life balance is maintained for each staff member on their team
- Approves vacation, telecommuting, flex day, sick day, float day, anniversary day requests
- Maintains responsibility for the management, operation and organizational effectiveness of the team, including managing aspects of human and financial resources
- Participates with manager on regular performance reviews pertaining to assigned staff
**Qualifications**
- At minimum, completion of a 3-year community college program in computer Science/Information Technology or recognized equivalent required
- At least 4 years of practical and related experience and 2 years of on-the-job training
- ITIL v3 foundation Certification (PPO/RCV or ST/SO) preferred
- Excellent interpersonal and written communication skills
- Proven leadership, project and organizational skills to work with all levels of 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 multi task
- Communicates in a clear, concise manner both written and verbal.
- Must have strong leadership skills
- 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 outcome of projects.
- Self-motivated team player.
- Ability to operate a personal computer and working knowledge of Windows 10, Microsoft Office and Outlook.
- Customer service excellence
- Experienc
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