Major Incident and Problem Management

3 weeks ago

Waterloo, Canada Sun Life Full time

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

**Job description / Description du poste**

Sun Life has implemented a formal IT Operations Management practices based on a suite of ITIL V3 framework defined processes such as Incident, Problem, Change and Configurations Management with a mandate to contribute to the overall support and stability of Sun Life's Global IT environment.
The Major Incident and Problem Management Managers are part of a fully dedicated team of professionals who are empowered to engage and mobilize other technical teams to handle technology disruption events (Incidents) according to a documented Incident Response Plan.
Post event, the Problem Management Process takes place in order to conduct a post-incident review and with a mandate to find "root cause" and assign remediation tasks to prevent recurrence

**Preferred skills / Compétences particulières**
- Detail oriented with strong analytical, organizational, and problem identification skills
- Well-developed technical aptitude; knowledge and understanding of services provided by IT departments
- Ability to stay calm and work under pressure in stressful situations
- A positive, energetic attitude
- Effective verbal and written communication skills; confident presenter, facilitator and public speaker.
- Technically savvy with working knowledge of leading technologies used in a modern and progressive IT environment. Experience in system support, administration or design required.
- Demonstrated ability to identify and execute process improvements and efficiency gains
- Strong organizational, and troubleshooting skills
- Business acumen and customer service savvy
- Working knowledge of ServiceNow or other Service Management tools

**Qualifications / Compétences**
- Degree in Computer Science or equivalent experience
- Minimum of three (3) years' experience with incident management, problem management, or root cause analysis in an IT environment
- Minimum of three (3) years' experience using negotiation, influencing, and facilitation skills in a business or IT environment
- Strong organization, planning and analytical skills
- Foundation certification and working knowledge of ITIL V3 Service Management Framework with specialization on Incident and Problem Management processes.

**Responsibilities / Responsabilités**
- Ensure incidents are managed to resolution and as quickly as possible through effective coordination of resources, appropriate escalation and meeting facilitation.
- Collaboratively work with IT service owners and support teams to determine root cause analysis, develop action plans to prevent recurrence of incidents and problems as well resulting tasks to completion.
- Identify and development opportunities to mature the Incident and Problem Management processes including facilitating review meetings, document learnings and developing implementation plans to address fall-out and mitigate future risks.
- Develop, document and implement new and/or modified procedures as required using multiple vectors (post incident reviews, performance metric, etc).

**Job Category**:
IT - Technology Services

**Posting End Date**:

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