Major Incident Manager

6 days ago


Markham, Ontario, Canada Randstad Digital Full time

Job Summary

Randstad Digital is seeking a highly skilled Major Incident Manager to join our team. In this role, you will take a hands-on approach to lead and manage major incidents, ensuring swift resolution and minimal impact on our business operations.

About the Role

We are looking for a seasoned professional with a minimum of 5+ years of experience managing major incidents in complex environments. Prior experience in the insurance industry is strongly preferred.

Key Responsibilities

  • Lead hands-on resolution of major incidents, ensuring clear communication and swift coordination with technical teams and business stakeholders.
  • Act as the primary escalation point during critical incidents, driving root cause analysis and timely resolution.
  • Collaborate with cross-functional teams to minimize downtime and business impact.

Incident Lifecycle Oversight

You will oversee the end-to-end incident management process, from identification to closure. Ensure incidents are properly documented and categorized, including lessons learned for continuous improvement. Proactively monitor incident trends and provide recommendations to prevent recurring issues.

Stakeholder Communication

Maintain clear, concise, and consistent communication with business and IT stakeholders throughout incident resolution. Provide timely updates to leadership on the status, impact, and progress of incidents.

Process Improvement

Work closely with IT Operations to refine and enhance incident management processes. Contribute to the development of playbooks and procedures for effective incident resolution.

Data Analysis and Reporting

Analyze incident data and metrics to identify patterns and areas for improvement. Prepare detailed reports and dashboards for stakeholders, highlighting incident trends and resolutions.

Qualifications

  • Minimum 5+ years of hands-on experience managing major incidents in complex environments.
  • Prior experience in the insurance industry is strongly preferred.
  • Solid understanding of IT infrastructure, applications, and monitoring tools.
  • Experience with incident management frameworks and tools (e.g., ServiceNow, Jira, etc.).

Salary Range: $80,000 - $110,000 per year

Location: Markham, ON, Canada



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