Incident Manager

6 days ago


Montréal, Canada soho square solutions Full time

**Job Details**

**WHAT WILL BE YOUR DAY-TO-DAY?**

**The responsibilities of the incident manager include, but are not limited to the following**:

- Lead conference calls, to send communications on major incidents follow up;
- Ensure correct information in an Incident Report, listing all actions and taken decisions with approval from implicated and impacted teams;
- Follow major AMER operations and inform Paris accordingly;
- Ensure on-call as per the agreed team setup to bridge the gap between AMER and ASIA.

**Infrastructure operations to be performed**:

- Work during infra weekend & other infrastructure operations as required to support AMER RPM;
- Help improving the quality of service of the team;
- Participate in big projects around continuous improvements with synergy between AMER and Paris.

**Other responsibilities**:

- Ensure process alignment between the 3 regions based on Follow The Sun model;
- Escalate major events and incidents to manager whenever applicable;
- Organize meetings between key stakeholders on demand;
- Ensure all SOPs are up to date.

**Continuous Improvement**:

- Promote team spirit and great place to work/ fun initiatives;
- Participate to transversal events;
- Propose improvement ideas / innovation.

**Profile**

**SKILLS AND QUALIFICATIONS**:
**Must Have**:

- Incident Management
- Basic understanding of IT and infrastructure
- Very strong oral and written communication skills
- 3 to 5 years of experience in incident management

**Nice to Have**:

- Technical background/ education is preferred.

**Languages**:

- Fluent in both French and English

**Job Type**: Fixed term contract
Contract length: 12 months

Pay: $60.00-$70.00 per hour

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- RRSP match
- Vision care
- VRSP

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay
- Commission pay
- Overtime pay
- Retention bonus
- Signing bonus
- Tips

**Experience**:

- IT and infrastructure: 1 year (required)
- Incident management: 1 year (required)
- Incident Manager: 5 years (required)


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