Incident Resolution Lead

2 weeks ago


Vancouver, British Columbia, Canada Vancity Full time

As an Incident Manager at Vancity, you will play a critical role in ensuring the smooth operation of our IT systems. This position is responsible for leading incident management efforts, working closely with technical teams to resolve issues, and communicating effectively with stakeholders.

Key Responsibilities:
  • Respond to Major Incidents: Assess priorities based on definitions and SLAs, working with technical teams to resolve issues promptly.
  • Lead Conference Calls: Coordinate resolution efforts during major incidents, communicate updates to internal stakeholders, and generate incident reports.
  • Improve Communication Channels: Enhance communication between Service Desk and the Command Centre, as well as among different priority-level stakeholders.
  • Iterate Incident Management Processes: Study past Post-Incident Reviews to identify enhancements, lead training sessions, and conduct regular incident exercises.
  • Document Work: Complete high-quality documentation of work, contributing to the Vancity knowledge base and reviewing the CEN matrix.
Requirements:
  • Education: Bachelor's degree in technology or a related field (or equivalent experience).
  • ITSM Experience: 3+ years working with ITSM tools like ServiceNow Incident/Problem Management Modules.
  • Technical Skills: In-depth knowledge of systems design principles, methodologies, datacenter and network technologies, virtualization, systems, and cloud technologies.
  • Certifications: ITIL certification.

We value lived experience and encourage applicants to apply even if their skills don't perfectly align with those listed.

This position offers a salary range of $80,000 - $110,000 per annum, commensurate with experience.



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