Itsm Advisor

Our employees are at the heart of what we do best: helping people, businesses and society prosper in good times and be resilient in bad times. When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are
- here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility. It’s our employee promise.

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Read on to see how you can shape the future, win as a team, and grow with us.

**About the role**

The Major Incident Team Lead will be responsible for the management of major incidents and problem investigations from start to finish by facilitating major incident events, post major incident reviews, task force initiatives and problem root cause analysis. In addition, this role will contribute to the IT Change Management process by assisting IT Service Providers to justify Emergency Changes or by identifying evidences of failed and/or unauthorized changes.

**THE ROLE**:
The Major Incident Team Lead will be responsible for the management of major incidents and problem investigations from start to finish by facilitating major incident events, post major incident reviews, task force initiatives and problem root cause analysis. In addition, this role will contribute to the IT Change Management process by assisting IT Service Providers to justify Emergency Changes or by identifying evidences of failed and/or unauthorized changes.

**Key Functions**:

- Manage the IT Major Incident Management process;
- Document chronology of major incident events;
- Document Major Incident tickets and ensure proper categorisation upon resolution;
- Plan and facilitate Post Major Incident Review sessions with internal and external service providers;
- Provide the required reporting and trending on Major incidents;
- Perform queue management of Major Incident and problem tickets;
- Perform the required communications and escalation procedures during Major Incident until resolution;
- Support the incident review process by providing high quality ticket information;
- Identify roadblocks or inefficiencies in all of the operation processes;
- Perform analysis and reporting tasks of incident/problem trend data to identify and eliminate root causes;
- Produce weekly and monthly statistics and reports to demonstrate performance of the Incident Management process;
- Promote the ITSM processes across the IT organization.

Qualifications:

- Bilingual (English, French), written, spoken
- Good knowledge of ITSM Tools
- Minimum of 3 years of experience in IT Incident and Problem Management
- Must have knowledge and experience with ITIL core concepts (v3)
- Experience in managing IT major incidents, problems and changes
- Good knowledge of IT systems (AIX, Webmethods, VM, Windows, Lotus Notes, Websphere, Oracle, DB2 and Citrix)
- Be available 7 x 24 and to carry a pager (on call) on a rotation basis

**What we offer**

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

- A financial rewards program that recognizes your success
- An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased
- An extensive flex pension and benefits package, with access to virtual healthcare
- Flexible work arrangements
- Possibility to purchase up to 5 extra days off per year
- An annual wellness account that promotes an active and healthy lifestyle
- Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
- A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs
- Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities
- Inspiring leaders and colleagues who will lift you up and help you grow
- A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

**We are an equal opportunity employer**

At Intact, we value diversity and strive to create an inclusive, accessible workplace where all individuals feel valued, respected, and heard.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.