Incident Management Specialist
2 weeks ago
We are a boutique financial institution with offices in Vancouver, Calgary, Toronto, and Montreal. Our mission is to deliver exceptional customer service through extensive product knowledge and experience.
SalaryThe annual salary for this position ranges from $105,000 to $115,000, depending on the candidate's qualifications and experience.
About the JobThis role involves overseeing the incident management process and team members involved in resolving incidents. The successful candidate will have a thorough understanding of incident management and change management principles and methodology (ITIL). They will also possess excellent managerial skills, ability to collaborate with team members, and analyze technical data in a fast-paced environment.
Responsibilities- Responding to reported service incidents, identifying causes, and initiating the incident management process.
- Prioritizing incidents according to their urgency and influence on the business.
- Producing documents outlining incident protocols, such as handling cybersecurity threats or correcting server failures.
- Collaborating with the incident management team to ensure all protocols are followed.
- Logging incidents and their resolution to identify recurring malfunctions.
- 4+ years of experience in a relevant role.
- Bachelor's degree in business administration, human resources, or a related field, or qualified experience.
- Thorough knowledge of incident management and change management principles and methodology (ITIL).
- Proficiency in business management, statistics, analytics, and spreadsheet software like ServiceNow ITSM.
We offer a flexible hybrid work environment with a combination of in-office and remote work. Typically, you'll work regular business hours, Monday to Friday between 8:00am and 4:30pm, with flexibility around start/end times.
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