Incident Manager
5 days ago
**Role**:Lead / Incident & Problem Manager**
**Location: MISSISSAUGA, ON**
**Duration: Contract**
**Job Summary**:
- Overall team leadership and management.
- Primary point of contact for client management and external teams.
- Manages and leads all P1 and P2 incident resolution efforts.
- Oversees root cause analysis (RCA) for critical incidents.
- Develops and maintains incident and problem management processes.
- Tracks and reports on incident metrics.
- Ensures effective communication and collaboration within the team and with stakeholders.
- Participates in strategic planning and decision-making.
- Acts as a mentor and coach for team members.
- Responsible for overall service delivery and customer satisfaction.
- Tracking and reporting of all Incidents.
- Tracking and facilitating certification renewals (coordinates with DevOps).
- Tracking, reviewing, and facilitating MOP updates and reviews (coordinates with DevOps).
- Maintaining and reporting on team performance metrics.
- Facilitating communication and collaboration across teams.
- Capacity planning and resource allocation.
- Change management oversight.
- Audit compliance.
- Vendor Management (if applicable)
- Training and Development for the team
- High-level understanding of OpenShift/Kubernetes architecture and concepts.
**Job Type**: Fixed term contract
Pay: $27.78-$79.84 per hour
**Experience**:
- P1 and P2 incident resolution: 8 years (required)
- leadership and management: 8 years (required)
- coordinates with DevOps: 8 years (required)
- Audit compliance: 8 years (required)
- OpenShift/Kubernetes: 8 years (required)
- Vendor Management: 8 years (required)
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