Incident Manager

The position being advertised is to be the single point of contact for the regional center for the IT Major Incident Management discipline and interfacing with two other geographical regional centers to provide a true follow the sun coverage for all IT incidents.
- This role requires good communication skills and the ability to build relationships with the various teams across IT.
- To be able to build a high-level understanding of the functions the various IT teams perform.
- All lTIL disciplines should be performed in line with the pre-defined processes with strong governance, highlighting risks from any area effectively and succinctly to management.
- The individual will be required to have a clear and strong understanding of the ITIL incident management process and have hands on experience with major incident and/or crisis management processes.
- There will be requirements to demonstrate pro-activeness and ensure ownership and accountability of IT incidents within the organization.
- The individual will be interfacing with senior members of the organization and will therefore be required to deliver precise and concise messages in a timely fashion.
- The individual needs to be approachable and responsible for handling all reported issues, managing the issues through to resolution as swiftly as possible.
- Forging good working relationships with the existing geographical service delivery teams will be of high importance for success in this role.
- Ability to stay calm under pressure is absolutely essential for this role.

**MAIN RESPONSIBILITIES**:

- Ensure incidents are managed efficiently, economically and effectively by following procedures and processes currently in place
- Act as an escalation point of contact for incidents which are not resolved within the agreed service levels
- Managing crisis situations through resolution with clear verbal and written communications
- Perform an unbiased role across all teams, managing communications between teams and making impartial decisions
- Develop good working relationships with various local and global teams
- Liaison with all user communities to meet support and service requirements
- Share knowledge and experience with other team members and the wider IT department as appropriate.
- Hold process awareness sessions to increase the team's visibility and position within the organization
- Conduct service improvement meetings with various geographical user base locations
- Adhere to and respect appropriate departmental procedures, processes, and practices
- Produce and Review Post Mortem Reports in a timely manner
- Ensure quality control on Problem Management and Incident Management

**Key internal stakeholders**:

- The clients’ IT Management
- Geographically dispersed the clients’ operational teams
- The clients’ Global IT Management
- Regional centers based in Chennai, Lisbon and Montreal

**Key external stakeholders**:

- Multiple External Clients
- Client IT contacts
- External Vendors

**KEY SKILLS AND QUALIFICATIONS**

**Competencies required for the role**:
**Essential**:

- Solid and demonstrable experience within a major incident management discipline, preferably within the financial industry
- Clear aptitude for service delivery excellence and producing quality results
- Customer-focused approach to work
- Ability to adapt and remain calm under pressure
- Strong decision-making ability
- Good communication skills, written and verbal
- Focused on innovation and continuous improvement
- A quick learner
- A team player
- Experience with ITSM tool preferably ServiceNow
- Experience in reporting and KPls related to ITSM processes, specifically Major Incident Management indicators

**Qualifications required for the role**:
**Essential**:

- ITIL Foundation and ITIL Service Operation are mandatory
- Knowledge of a wide range of ITIL-based processes
- Desirable:

- ITIL Expert is preferred
- Certified Agile Service Manager
- Experience in working for a financial institution

**Skills and behaviors**:

- Strong communication skills (written and verbal)
- Good organizational skills
- Basic office software literacy (Microsoft Office, etc.)
- Professional attitude and good interpersonal behavior
- Autonomy and adaptability; must be able to take initiative and be proactive
- Global financial products knowledge, a plus
- Project management skills, are a plus

**Job Type**: Fixed term contract
Contract length: 12 months

**Salary**: $55.00 per hour

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Montréal, QC H3A 2A6: reliably commute or plan to relocate before starting work (required)

Application question(s):

- How many years of working experience do you have as an Incident Manager?
- Do you have a strong understanding of the ITSM tool and ITIL incident management process?
- How many years of experience do you have working in Financial Institution?
- Do you have experience in Global financial products knowledge?
- How many years of experi