Incident Management Professional
2 hours ago
Job Title: Incident Management Professional
About the Role: Adecco Canada is currently seeking an experienced Incident Manager to join our client's team in Toronto, ON. This is a 12-month contract role with the possibility of becoming permanent and offers a competitive salary of $50 per hour.
Key Responsibilities
- Manage the Incident Lifecycle: Ensure incidents are logged, prioritized, communicated, and resolved in a timely manner.
- Lead Major Incidents: Coordinate efforts across teams to restore services and serve as the escalation focal point during major incidents.
- Craft Internal and Client Communications: Disseminate timely and accurate internal and client incident communications.
- Conduct Post-Incident Reviews: Identify root causes and implement preventive measures.
- Collaborate with Problem Owners: Investigate root causes and facilitate resolutions in adherence with established SLAs.
- Monitor and Report on Incident Metrics: Identify trends and make recommendations for improvements.
- Improve Incident Protocols: Continuously improve incident protocols, processes, and standards.
- Provide On-Call Support: Offer 24/7 on-call support on a rotational basis.
Requirements
- Licenses and Certifications: Must be legally eligible to work and reside in Canada.
- Education: Bachelor's degree in Information Technology, Business Administration, or a related field.
- Experience: 5+ years of experience in incident management, preferably within the banking or financial services industry.
- Communication Skills: Effective verbal and written communication skills adaptable to different audiences.
- Complexity Understanding: Strong ability to understand complex technology and operational services, and communicate incident impacts clearly.
- Interpersonal Skills: Excellent interpersonal and influencing skills, with experience operating under high-pressure situations.
- Time Management: Effective time management skills with the ability to handle multiple tasks and re-prioritize based on workload and deadlines.
- Industry Knowledge: Strong understanding of incident management best practices, including industry SLAs and standard operating protocols; ITIL Foundation certification preferred.
- Technical Tools: Experience with incident management tools (e.g., ServiceNow, Remedy, JIRA) preferred.
Salary: $50 per hour
Location: Toronto, ON
Contract Type: 12-month contract role with the possibility of becoming permanent
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