Incident Manager

7 days ago

Calgary, Canada Long View Systems Full time

Long View. A career that helps you get more out of life.A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 89% of Long View team members rated Long View as a good or great place to workAre you passionate about technology and working for a company that values their employees? We are looking for a knowledgeable Incident Manager for our Calgary branch to support our clients with utilizing strong technical, incident management, and leadership skills to support our large enterprise clients. This role will ensure high-priority incidents are resolved effectively, following ITIL best practices, and in alignment with client-specific requirements Our anticipated date of hire for this role is January/February 2026.A Day in the Life: Own the Major Incident Management process and provide 24x7x365 availability for high-priority incident escalationsUtilize ServiceNow for incident tracking, updates, and resolutionFollow the Client’s Process Execution Document (PED) for incident managementInitiate and manage a dedicated Major Incident Bridge for coordination, ensuring all relevant stakeholders are notified and engagedRecord and document all major incident meetings, ensuring accurate and high-quality work notes in ServiceNowOwn Major Incident reviews and follow-up process and reportingDevelop Service Impact Notifications (SIN) and ensure timely communication with stakeholdersEnsure incidents are resolved to the satisfaction of impacted users/customers before closureProvides Incident Management process training to Long View resources as neededEnsures incident management workflow is optimal and in line with Long View operational objectivesDevelop, monitor and optimize Incident Management metrics in order to ensure the usefulness, effectiveness and value of the Incident Management programWhat You Bring: 5+ years combined experience in incident management Experience coordinating issues between all business units from technical support to corporate executivesExperience conducting root cause analysis, documenting findings, and designing plans to rectify issuesStrong facilitation skills Excellent organizational and project management skills, including the ability to organize time, work on multiple tasks, and follow tasks and projects through to completion, while keeping all interested parties properly updatedStrong knowledge of ITIL, preferably advanced trainingWhat Makes You Extra Awesome: Six Sigma, The Five Whys, ITIL Problem Management or other notable problem management identified training considered an assetWhy Work at Long View? Great people and culture RSP PlanComprehensive benefits package from day oneRecognition programs $80,455 - $105,598 a year

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