Incident Manager

**Company Description**
Are you ready to be part of a dynamic team and grow your career with a company that’s redefining the future of work? At ET Group, we’re transforming the way we operate and deliver excellence through transparency, collaboration, and innovation. We are proud to be recognized as one of the top workplaces in Canada. Ranked 15th on the _2025 Best Workplaces in Canada _list, our commitment to fostering a positive and inclusive work environment is at the heart of everything we do.

As pioneers in asynchronous work, we empower our team to make decentralized decisions and drive meaningful change. We design and integrate cutting-edge audiovisual (AV) solutions that enhance collaboration and communication. Committed to continuous learning and teamwork, we deliver high-touch, premium AV solutions to enterprise and government clients.

The Incident Manager is a critical leadership role responsible for overseeing the full lifecycle of AV incidents, with a strong focus on major incident response, escalation management, and continuous product improvement. This role ensures that incidents are resolved efficiently, communications are clear and timely, and that lessons learned are translated into actionable improvements. With a heavy focus on developing and delivering our support product, the Incident Manager also plays a key role in building strong relationships with clients and internal teams to proactively mitigate risks and enhance service delivery.

**Accountabilities**:

- Monitoring incident response and resolution against defined SLAs.
- Proactively monitor for incident trends so that the Service & Support team can get ahead of any escalations
- Leading the response for high-impact or critical incidents.
- Managing incident projects across all departments
- Initiating post-incident reviews (PIRs) for critical incidents with L2 and Program Managers.
- Validating that incidents/tickets are correctly prioritized based on urgency
- Ensuring closures are accurate in Q360 including User Definitions
- Serving as the first point of escalation for tickets that have been deemed priority or escalated by client
- Visiting client sites as required to better understand client needs, improve communications/ relationships with the client
- Gathering market research, client feedback, stakeholder input
- Overseeing and continuing to improve processes and workflows

**Qualifications**
- 5+ years of experience in incident management or IT service management
- Experience working with AV systems and technologies
- Proven track record of managing high-impact incidents and escalations
- Familiarity with ticketing systems (e.g., Q360, ServiceNow, Jira)
- Strong understanding of AV infrastructure and support processes
- Proficiency in incident tracking and SLA monitoring tools
- Ability to analyze incident trends and identify root causes
- Knowledge of post-incident review (PIR) processes and documentation
- Excellent communication and interpersonal skills
- Strong leadership and decision-making abilities under pressure
- Ability to build and maintain client relationships
- Detail-oriented with strong organizational skills
- Willingness to travel to client sites as needed
- Flexibility to work outside of standard hours during critical incidents

**Additional Information** Further Details**:

- Annual salary range: $110,000 - $120,000 CAD per year.
- Comprehensive medical and dental coverage.
- Yearly bonus
- 3 weeks of paid vacation in your first year, with additional days accrued for tenure.
- 6 personal paid and 4 unpaid emergency leave days.
- Personal development opportunities with 20 days allocated for training and skill enhancement.
- Extensive onboarding, mentoring, and growth potential.
- A workplace built on trust, empowerment, and a positive atmosphere

**_ Please note, you must be eligible to work in Canada to be considered for this role._**

**_ ET Group values diversity and is committed to building teams that reflect various backgrounds, perspectives, and skills. Our hiring decisions are based on qualifications, merit, and business needs._