IT Major Incident Manager

1 week ago

Quebec City, Canada iA Groupe financier iA Financial Group Full time

Sector: IT Operations Management / Permanent Position / Remote Work / Quebec / Montreal / Toronto / Remote Work

Are you recognized as an organized person who performs well under pressure? Do you have leadership, coordination, and communication talents? Are you constantly in solution and improvement mode? Wait no more, this opportunity is for you

As an IT Major Incident Manager, you will play a crucial role in managing major incidents and collaborate with colleagues to coordinate problem management. You'll be at the heart of operations, ensuring proactive major incident management and effective communication while participating in ITIL practice optimization.

**Responsibilities**:

- Manage major incidents and ensure resolution within SLA
- Lead and coordinate crisis cells
- Ensure effective communication
- Guide teams in major incident resolution documentation, direct post-mortems and RCA meetings
- Organize and lead work groups, produce management reports
- Collaborate to operationalize ITIL practices, particularly incident and problem management
- Improve system stability by coordinating problem management
- Participate in ITIL practice evolution

**Specifics**:

- 24/7 availability in rotation is required for major incident management
- Occasional travel to Quebec office might be required

**Requirements**:

- Bachelor's in Information Technology or relevant experience
- 3-7 years of IT experience
- Ability to work reliably, organized, and perform under pressure
- Proven leadership, coordination, and communication skills
- Experience in major incident management and complex technical problem resolution
- ITIL practice knowledge, ITIL certification preferred
- Knowledge of LEAN, DevOps, and SAFe methodology
- Servicenow mastery or similar IT service management tools
- Team or project management experience is an asset
- Knowledge of common IT service technologies and software
- Advanced French and English proficiency (oral and written) for internal communication with colleagues and partners across Canada

**Benefits**:

- Base salary and organizational bonus
- Flexible schedule and flexible days off
- Collective insurance and defined benefit pension fund
- Stock purchase plan
- Career plan support and training
- Remote, on-site, or hybrid work available

**Our commitment to Diversity and Inclusion**:
At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, write to us. Someone from our team will be happy to assist you.

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