Major Incident Coordinator

2 weeks ago


Québec, Canada UAP Inc. Full time

Company Description
**Why did the PowerPoint cross the road? To get to the other slide.**

Join an Information technology team that doesn’t take itself too seriously, that has a can-do attitude and a variety of expertise.

At UAP, we believe we don’t just deliver car and heavy vehicle parts all around the country; we also help keep Canadians **moving forward**. Our IT team is a key element of everything we do. From the store and end-user computing, to strategy and planning, and let’s not forget project management, delivery, infrastructure, and operations, they have an impressive array of expertise.

Join a special kind of workplace. We have the experience and strength of our 100-year legacy and the desire to always do better for our team members and clients. Our 5000 colleagues proudly serve thousands of customers every day across Canada.

If the hat fits, we’d be proud to have you wear it Send us your resume and join a people-centric company with a reputation of excellence.

**Job Description**:
In this role you will ensure the management and coordination of major incidents to reduce service disruption whilst minimizing the impact on operations. You will be required to take ownership of major incidents and manage multi-disciplinary technical resources in crisis units. On a rotational basis, you will handle major incidents for our operations which operate 24/7, 365 days a year.

**Your main responsibilities**:

- Lead and drive major incidents towards mitigation and resolution with multiple counterparts, and effectively coordinate production incidents resolution across multiple teams.
- Provide excellent incident communication to the manager.
- Lead and/or participate in Post Incident Review and Problem Management meetings with managers to review events and opportunities for ongoing improvement.
- Work within a global shift rotation, covering local day-time hours, including holidays and weekends, on a rotational basis.
- Continuously look for improvement opportunities for Incident Management processes, tools, and best practices.
- Feed the knowledge database.
- Maintain up-to-date communication tools, rotation schedules and distribution lists necessary for major incident management.
- Suggest improvements to manage major incidents.
- Manage problems when necessary.
- Provide technical support and handle urgent escalation from external or internal customers or users in a production environment with high-volume of transaction traffic.

**Qualifications**:
**To join us, the requirements for this role are**:

- 5+ years of experience in similar roles
- Must have strong capabilities to identify, analyze, and resolve problems logically and systematically.
- Experience in ServiceNow is a plus
- Understand ITIL process, experience in Change Management, Incident Management, Problem Management.
- Bilingual in French and English as you will be speaking/working with people from across Canada and the USA.

Additional Information

UAP is a diverse community that promotes inclusion and respect. The sum of our individual differences, experiences, knowledge, self-expression, unique capabilities, and talents, represents the richness of our culture. During the selection process, let us know if you need any accommodations. This information will be kept entirely confidential and will only be used to ensure you have a fair and pleasant experience with us

We will contact you as soon as possible if we think we have the hat for you



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