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Senior Major Incident Management Specialist

3 months ago

Montreal, Quebec, Canada WSP Full time

Job Title: Major Incident & Problem Management Senior Specialist

About WSP

WSP stands as a prominent entity in the field of engineering and professional services, committed to providing cutting-edge solutions to clients across the globe. As part of our strategic transformation initiative, we are looking for a Major Incident & Problem Management Senior Specialist to enhance our Americas Hub IT team.

Position Overview

This position entails orchestrating responses to unforeseen events or service disruptions to reinstate operational functionality while overseeing the entire lifecycle of IT service challenges. Key responsibilities include:

  • Collaborating closely with operational teams to eliminate Known Errors
  • Proactively identifying and resolving trends to avert impacts on business productivity
  • Documenting and disseminating knowledge to enhance user experience
  • Managing Major Incidents effectively with prompt resolutions and thorough root cause analyses
  • Generating Root Cause Analysis reports along with recommendations for service enhancements
  • Facilitating clear communication during Major Incidents

Essential Skills and Qualifications:

Mandatory

  • Comprehensive understanding of the ITIL framework and relevant qualifications
  • 5-10 years of practical experience in ITIL operations
  • Expertise in ServiceNow
  • Capability to foster continuous improvement and drive change
  • Strong analytical and communication abilities
  • Proven track record of surpassing Service Level Agreements

Desirable

  • Bachelor's degree in Information Technology or a related discipline

We invite you to explore this opportunity within a dynamic and innovative organization.