Digital Incident Resolution Specialist

13 hours ago


Markham, Ontario, Canada Randstad Digital Full time

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.
Incident Lifecycle Oversight:
  • 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.
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.
Requirements:
  • 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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