Incident Manager
6 months ago
**Job Title**
- Incident Manager
**Vacancy No**
- VN6867
**Work Location**
- North York, ON
**Base Pay Range**
- To be discussed during the recruitment process
**Job Details**
**Position**: Incident Manager**Location: North York, ON**
**About Compugen**
Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.
If you are driven to make a difference, relentlessly curious and collaborative at the core, we’d love to talk to you. Join us and help us make a difference.
**>**
The Incident Manager will join our highly skilled Managed Service Delivery team providing governance in line with industry standard practices for our dedicated customer. Under mínimal direction, this role is expected to undertake a full range of activities as the Incident Manager to ensure a level of control & co-ordination for incidents. The role will also be accountable to ensure the highest level of communication to business representatives, stakeholders and technical staff is maintained during the course of the incident. This role will provide the expected leadership and sense of urgency to ensure that all required resources, escalations and engagements occur in real time to resolve any incident or mitigate against any risk by any means possible ensuring incident Co-ordination, Control & Communications occurs in a timely and effective manner. The role will require proactive analysis of tickets to identify and isolate any negative trends in the environment. This proactive approach is meant to identify issues before they become issues.
**How you’ll make a huge impact here - and in your career**:
- Accountable to ensure the highest level of incident control, coordination and communication occurs for incidents across our managed service client.
- Chair service restoration meetings overseeing both technical and non-technical staff - ensuring the timely, efficient resolution of incidents and minimizing adverse impact on Compugen’s customers and business.
- Document all actions taken to restore service and ensure post-incident reporting and updates to the ITSM ticketing tool are complete and high quality.
- Proactively identify areas for improvement during regular course of business and from Major Incident response.
- Drive cause analysis and corrective action to help eliminate disruption of services and consequently improve the operations of the organization using problem analysis.
- Provide process oversight to all support teams, reviewing quality of work and ensuring timely updates to Incident, Request and Problem records
- Active participant in the change management process to identify any potential incidents based on scheduled/proposed changes.
- End-to-end management of issues escalated by internal or client management teams.
- Maintain Knowledge-Base integrity and update as necessary based on changes in the customer’s environment, contract or processes.
- Weekly, Monthly and Ad-Hoc reporting for client, management and delivery management stakeholders.
- Assist ITSM teams with maintenance of Incident and Problem artifacts and reports.
**Skills and qualifications, you’ll bring**:
- Minimum 5+ years’ experience in managing Service Delivery, Service Management or Major Incident Management outcomes.
- ITIL Foundations certification, Intermediate, expert or master certificates in IT Service Management are an asset.
- Expert knowledge of the Incident Management, Major Incident, & Problem Management Processes
- Exceptional attention to detail and accuracy in written communication and excellent active listening skills.
- A passion for delivering highly effective, customer focused services.
- A curious mindset that makes you question the status quo.
- Demonstrated ability to manage and develop key relationships, especially across technical and non-technical service delivery groups.
- Proven ability to influence peers and management stakeholders without relying on authority.
- High level of competence facilitating meetings including large meetings via conference bridge.
- Comfort and experience delivering information to all levels of an organization.
**What you’ll love about us**:
Every day, over 1500 dedicated employees across Canada focus on providing exceptional customer service and support experiences to private and public sector organizations. Since 1981, the Compugen team has developed a strong reputation with market-leading vendors and customers, for creating, implementing and supporting innovative IT solutions that delig
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