Digital Incident Resolution Specialist
13 hours ago
At Randstad Digital, we are seeking a highly skilled Digital Incident Resolution Specialist to join our team.
The successful candidate will have a minimum of 5+ years of hands-on experience managing major incidents in complex environments and a solid understanding of IT infrastructure, applications, and monitoring tools.
This is an exciting opportunity for an individual contributor with strong leadership abilities to manage high-pressure situations effectively and excellent verbal and written communication skills.
Salary: $80,000 - $120,000 per annum
Location: Markham, ON, Canada
Job Type: Full-time
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.
- Oversight 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.
- 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.
- Work closely with IT Operations to refine and enhance incident management processes.
- Contribute to the development of playbooks and procedures for effective incident resolution.
- Analyze incident data and metrics to identify patterns and areas for improvement.
- Prepare detailed reports and dashboards for stakeholders, highlighting incident trends and resolutions.
- 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.).
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