Major Incident Coordinator
5 months ago
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At BC Hydro, we’re working towards creating a cleaner and more sustainable future for all British Columbians and need
people like you to help us. A career at BC Hydro is meaningful and provides you the opportunity to be part of a talented,
inclusive, and diverse team. We offer a healthy work-life balance, competitive wages, a comprehensive benefits package,
and training opportunities to support you in your career growth. We're proud to be ranked as one of B.C.'s Top Employers
and one of Canada's Best Diversity Employers.
**Major Incident Coordinator**
Number of positions: 1 Job Location: Dunsmuir 09
Employment type: Permanent Region: Lower Mainland
Hours of work: Full-time (37.5 hrs/wk) Flexible Work Role: Hybrid
Annual salary: $ 103,900.00 - 131,400.00
**What you'll do**
- The Major Incident Coordinator (MIC) is responsible for managing the activities that occur during the life cycle of high
- priority incidents for BC Hydro Information Technology services. The goal is to achieve resolution of an outage or service
- degradation as quickly as possible to minimize impact to the business and external customers. The MIC acts as a Single
- Point of Contact for Information Technology and coordinates internal stakeholders, Service Providers and Third-Party
- Vendors to ensure centralized management of all Critical and High severity incidents. MIC will ensure Incident Management
- processes are followed by performing the following activities:
- Review and validate the identification of a major incident.
- Identify business impact and urgency of incidents.
- Engage the required teams and leaders across the organization to facilitate resolution of the incident, and/or temporary
measures necessary to maintain business operations. MIC is to participate on all major incident calls to coordinate and
- synchronize stakeholders.- Participate in emergency response calls when incident has wide-reaching business impacts or when the incident occurs
concurrent with broader emergency response.- Working with technical teams; lead and drive incident resolution and service restoration.
- Assess technical team’s proposed solution and estimated MTTR (Mean Time to Restoration).
- Provide oversight of all emergency corrective actions and changes. Act as an Emergency CAB lead.
- Ensure appropriate escalations (i.e., senior management & technical) are carried out with close follow up on the escalation
and continuous communication. MIC is to debrief in real time and report to senior management on incident status and
- resolution.- Monitor SLA for impacted service/asset (Service Level Agreement) and push for a short MTTR to reduce customer impact,
and to meet target support levels.- Ensure Major Incident Review (MIR) is completed, improvement action items and owners are documented. Follow up on
MIR action items to ensure completion.- MIC is also responsible to ensure MIRs are centrally stored and accessible to stakeholders.
- Perform MIRs at the request of the business for Incidents that have not been classified as a Major Incident, but for which
further investigation is requested.- Support IT Service Continuity Management process though escalation and communication with Senior Management or
Situation Manager.- Support Business Continuity Management during DR (Disaster Recovery) activities and other emergency training
exercises.
- The MIC will also support the Problem Management Process by:
- Ensuring proper life cycle transition of Major Incident to Problem Management Process as appropriate.
- In concert with the BC Hydro, Service Operations Process Manager, conduct analysis and provide reporting on problem
tickets, and participate in review sessions with BC Hydro internal teams, Service Providers and suppliers to ensure problem
- tickets are being managed effectively.
- Other duties related to continual improvement include:
- Continuous review / improvements on Incident Management Communications processes to ensure proper and timely
communications and escalations can be carried out for high priority incidents across the organization.- Contribute to the continual improvement of the Incident Management and Problem Management processes.
**What you bring**
- Completion of a university degree in Information Technology or equivalent combination of education and experience may
be considered..
- Completion of ITIL v3 Foundation certificate or direct experiencing working with ITIL Service Operations Processes.
- Demonstrated experience (6-8 years +): Incident / Major Incident response, ITIL process concepts and execution (Incident
infrastructure, or network support.
- Demonstrated experience to lead and influence internal staff, service providers through expertise, relationship building,
and value delivery.
- Superior verbal and written communication skills.
- Ability to maintain a professional and assertive demeanor in challenging situations and possess confidence to act on
critical decis
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