Incident Management Professional
12 hours ago
ComputerTalk Technology Inc. is a rapidly growing company that provides cutting-edge contact center and Unified Communication solutions to over 400 clients worldwide.
About the RoleWe are seeking an experienced Incident Manager to join our team. The ideal candidate will have strong analytical, organizational, and problem-solving skills, as well as excellent customer communication skills.
Key Responsibilities- Manage customer incidents 24/7 and ensure minimal disruption to service
- SPEEDY restoration for all incidents
- Set up Technical & Management Bridge
- Verify completeness & correctness of information sent to customers
- Act as a center focal point for all departments during Severity 1 incident and coordinate between them to get speedy results
- Assemble the Technical Recovery team once severity 1 outage is declared
- Create an Action plan / Back Up Plan for restoration within SLA
- Ensure timely communication/information flow towards internal & external stakeholders
- Deliver Major Incident Report (MIR) to internal & external customers within SLA
- Circulate important reports related to Severity 1 performance as per instructions
- Strong analytical, organizational, and problem-solving skills
- Excellent customer communication skills with ability to communicate technical issues to non-technical customers
- Able to organize resources across different teams to drive resolution of system critical issues
- Able to apply technical analysis of application issues to solve customer reported problems
- Able to work well within a team to learn and share knowledge
- Familiarity with ITIL Version 3, Foundations certificate a plus but not required
- Experience working in a customer-centric environment
- Bachelor's degree in Computer Science or equivalent experience from a Canadian University
$80,000 - $110,000 per annum, based on location and experience.
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