Highly Skilled Incident Resolution Specialist
3 weeks ago
Adecco Canada is seeking an experienced Incident Manager to join their team in Toronto, ON. This 12-month contract role offers a competitive salary of $50 per hour with the possibility of becoming permanent.
Job OverviewThe ideal candidate will play a crucial role in managing the incident management lifecycle and ensuring prompt resolution of incidents within the banking or financial services sector.
- Pay rate: $50/hour
- Location: Toronto, ON
- Shifts: 24/7 on-call support on a rotational basis
- Job type: 12-month contract role with the possibility of becoming permanent | Full-time
The successful candidate will be responsible for:
- Managing the incident management lifecycle, ensuring incidents are logged, prioritized, communicated, and resolved in a timely manner.
- Acting as the primary point of contact during major incidents, coordinating efforts across teams to restore services and serving as the escalation focal point.
- Crafting and disseminating timely and accurate internal and client incident communications.
- Leading incident management bridge calls, ensuring prompt action from all technical and operational teams involved.
- Conducting post-incident reviews to identify root causes and implement preventive measures.
- Collaborating with problem owners to investigate root causes and facilitate resolutions in adherence with established SLAs.
- Monitoring and reporting on incident management metrics to identify trends and make recommendations for improvements.
- Continuously improving incident protocols, processes, and standards.
- Providing 24/7 on-call support on a rotational basis.
To be considered for this role, candidates must have:
- A bachelor's degree in Information Technology, Business Administration, or a related field.
- 5+ years of experience in incident management, preferably within the banking or financial services industry.
- Effective verbal and written communication skills adaptable to different audiences.
- Strong ability to understand complex technology and operational services, and communicate incident impacts clearly.
- Excellent interpersonal and influencing skills, with experience operating under high-pressure situations.
- Effective time management skills with the ability to handle multiple tasks and re-prioritize based on workload and deadlines.
- Strong understanding of incident management best practices, including industry SLAs and standard operating protocols; ITIL Foundation certification preferred.
- Experience with incident management tools (e.g., ServiceNow, Remedy, JIRA) preferred.
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