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Incident Manager
3 days ago
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**:
- 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 a Canadian University
**Salary**: $85,000.00-$105,000.00 per year
**Benefits**:
- Dental care
- Extended health care
- Paid time off
- Work from home
Flexible Language Requirement:
- French not required
Schedule:
- Monday to Friday
Supplemental pay types:
- Bonus pay
Ability to commute/relocate:
- Ayer's Cliff, QC J0B 1C0: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Client management
**Experience**:
- SLA backup: 4 years (preferred)
- Incident response: 4 years (preferred)
- ITIL: 4 years (preferred)
Licence/Certification:
- ITIL Version 3 Certification (required)
- Bachelors degree (preferred)
Work Location: In person
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