Incident Manager

5 months ago


Toronto, Canada Zenith Algorithms Full time

Key responsibilities

Perform ticket analysis, service interruption analysis, follow-up with relevant teams for resolution.

Ensure that all required ticket information is available for further analysis (for example, screenshot of error, issue description and steps, logs and customer ID).

Effectively use the existing knowledge base and documentation for quick-win and first-level resolution.

Perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.

Ensure timely resolution or escalation within the agreed SLA. Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.

Follow standard operating procedure and update checklists for quality assurance and progress tracking.

Ensure seamless handover between shifts.

Monitor and publish the SLA achievement by keeping track of all KPIs.

Ensure crystal clear communication and documentation as point of contact.

Perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). Report and properly document errors that are detected.

Perform basic software system operations. This involves using the online screen, running maps and jobs, basic configuration/installation, taking backups, and so on.

Manage the lifecycle Problems to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented.

Coordinate the resolution of complex infrastructure problems with multiple teams

**Requirements**:

- Technical/infra experience (3-5 years)
- Production outage-management experience (3-5 years)
- Excellent communication skills
- Multitasking abilities
- Ability to Work under pressure
- ITIL / ITSM knowledge and experience
- Incident and problem management experience
- Proven ability to lead problems to resolution

**Salary**: $40.00-$50.00 per hour

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)


  • Incident Manager

    5 months ago


    Toronto, Canada Rivago Infotech Inc. Full time

    **Role: Incident Manager** **Location: Toronto, ON (Hybrid)** **Duration: Contract to Hire/Full time** Major Incident management team is a support team established to ensure resolution of major incidents impacting business units. Goal: Accurately identify a major incident, promptly engage technical resources, effectively communicate to the customers...

  • Incident Manager

    6 months ago


    Toronto, Canada Epsilon Solutions Ltd Full time

    Hello, Hope You’re Doing Well!! This is Akansha and I’m a Technical Recruiter with Epsilon Solutions., a diversity inclusive global workforce solutions company headquartered in Mississauga, Ontario. I was going through your resume and wanted to share this amazing, fast moving opportunity that I have, which seems like the perfect fit for a dynamic...

  • Incident Manager

    4 weeks ago


    Toronto, Ontario, Ontario, Canada Infotree Global Solutions Full time

    Job Title: Incident ManagerDuration: 12 MonthsLocation: Toronto, OntarioYour role:As an Incident Manager , your primary role will be to help us evolve and execute our business incident management model, while working closely with IT & operational partners to ensure timely resolution of incidents. Your ability to coordinate with various teams and communicate...

  • Incident Manager

    4 weeks ago


    Toronto, Ontario, Ontario, Canada Kelly Services , Ltd. Full time

    Kelly has partnered with our client in the Banking Industry to recruit for an Incident Manager contractor in Toronto.Job ID: 6645Job Title: Incident Manager Duration: Nov. 25/24 to Nov. 21/25Hours: Mon-Fri 37.5 hours Pay Rate: $50.00/hourLocation: Hybrid – Toronto ON, M5X 1J9Your role:As an Incident Manager, your primary role will be to help us evolve and...

  • Incident Manager

    4 weeks ago


    Toronto, Ontario, Ontario, Canada Robert Half Full time

    We are seeking an Incident Manager for a long-term contract opportunity in the Financial Services industry. The role is based in Toronto, Ontario, and offers a hybrid work model. As a senior professional, you will primarily focus on incident management, collaborating closely with various operational teams to ensure the timely resolution of...


  • Toronto, Canada Integriti Group Inc Full time

    **Position Summary**: As part of the IT Operations team, the Incident Management Analyst plays a critical role in the Operations of our Fortune 500 client. In IT Operations our uptime, performance and availability of all services are critical to the success of our product and our business. The Incident Management Analyst plays a key role in incident...


  • Toronto, Canada BMO Financial Group Full time

    100 King Street West Toronto Ontario,M5X 1A1 **Position Overview** As a Cyber Security Incident Management Analyst, you will play a crucial role in supporting Bank of Montreal’s efforts to identify, manage, and resolve cyber security incidents. Your primary responsibilities will include ensuring the quality and accuracy of incident documentation,...

  • Incident Manager

    5 months ago


    Toronto, Canada Zenith Algorithms Full time

    Key responsibilities Perform ticket analysis, service interruption analysis, follow-up with relevant teams for resolution. Ensure that all required ticket information is available for further analysis (for example, screenshot of error, issue description and steps, logs and customer ID). Effectively use the existing knowledge base and documentation for...

  • Major Incident Manager

    5 months ago


    Toronto, Canada Cisco Systems Full time

    Major Incident Manager What you will do We make every interaction matter. We have a cloud communications platform at the heart of what we do which enables rich and engaging interactions that integrates communication channels and existing back-end business systems together to enable the orchestration and automation of all customer and employee...


  • Toronto, Ontario, Canada Adecco Canada Full time

    Job Title: Incident Management ProfessionalAbout the Role: Adecco Canada is currently seeking an experienced Incident Manager to join our client's team in Toronto, ON. This is a 12-month contract role with the possibility of becoming permanent and offers a competitive salary of $50 per hour.Key ResponsibilitiesManage the Incident Lifecycle: Ensure incidents...

  • Incident Manager

    5 months ago


    Toronto, Canada Zenith System Solutions Inc. Full time

    **Requirements**: - Technical/infra experience (3-5 years) - Production outage-management experience (3-5 years) - Excellent communication skills - Multitasking abilities - Ability to Work under pressure - ITIL / ITSM knowledge and experience - Incident and problem management experience - Proven ability to lead problems to resolution **Job Types**:...

  • Cyber Incident Manager

    5 months ago


    Toronto, Canada CIBC Full time

    We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are...


  • Toronto, Canada Definity Financial Corporation Full time

    The Incident and Problem Management Specialist, manages and governs the (ITIL-based) incident and problem management process. Accountable for coordinating the right resources to ensure the restoration of normal service (i.e., back to agreed service levels) following an event that disrupts or reduces service quality to minimize impact on IT and business...

  • Incident Responder

    6 months ago


    Toronto, Canada Scotiabank Full time

    Requisition ID: 198790 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **Is this role right for you? In this role you will**: - Respond to account-level attacks targeting any of Scotiabank’s products and digital properties in Canada in accordance with our incident protocol, incident communication...

  • Major Incident Manager

    5 months ago


    Toronto, Canada dunnhumby Full time

    **dunnhumby** is the global leader in Customer Data Science, empowering businesses everywhere to compete and thrive in the modern data-driven economy. We always put the Customer First. **Our mission**: to enable businesses to grow and reimagine themselves by becoming advocates and champions for their Customers. With deep heritage and expertise in retail -...

  • Incident Coordinator

    2 months ago


    Toronto, Canada Peoples Trust Full time

    Job Details Description About us : Peoples Group is a boutique financial institution with offices located in Vancouver, Calgary, Toronto, and Montreal that has been in the Canadian marketplace for over 35 years. Our mission is to exceed our customers' expectations by providing exceptional customer service backed by extensive product knowledge...

  • HR Incident Manager

    4 weeks ago


    Greater Toronto Area, Canada, Ontario IFG - International Financial Group Full time

    Our client, a top banking client in Canada is looking to hire a HR Incident Management Consultant for their team with a contract for 12 months with potential extension or conversion to Permanent. This role is Hybrid i.e. Mon and first Friday of every month in Toronto office.Job Description:What you’ll be doingAs an Incident Management Consultant you will...


  • Toronto, Canada CYGNVS Full time

    About the Job: Manager, Incident Response SolutionsCYGNVS is a purpose built, out of band, incident response and crisis management platform that reduces the impact and minimizes business interruption from a cyber-attack. Founded in 2020, the innovative start-up has helped over 2,500 organizations prepare for, respond to, and report cyber-attacks. We are in...


  • Toronto, Canada Demand For HR Full time

    Our client is looking for a Cybersecurity Incident Response Manager to join and be part of their Cybersecurity department. In this role you will act as a Cybersecurity Incident Response manager and advisor. You will be joining and managing a team of Cybersecurity analysts and collaboratively act as a liaison between various teams, business partners and...


  • Toronto, Canada Demand For HR Full time

    Our client is looking for a Cybersecurity Incident Response Manager to join and be part of their Cybersecurity department. In this role you will act as a Cybersecurity Incident Response manager and advisor. You will be joining and managing a team of Cybersecurity analysts and collaboratively act as a liaison between various teams, business partners and...