Director Major Incident, Incident

Permanent Full Time

We are looking for a **_Director, Major Incident and Problem Management._**

The Director, Major Incident and Problem Management is responsible for all aspects of the day to day operations for Technology Incident Management, Major Incident Management and Problem Management. They direct a team of highly experienced Major Incident, Incident and Problem Management professionals in service restoration activities, organizational achievement of service level expectations for resolving technology incidents, and ensuring all identified Problems are investigated for root cause.

**What You will do**:

- Provides direction to their team as well as directs technology teams across the organization in resolving highly complex and time-sensitive issues and ensures the recovery team of technical specialists are engaged in resolution as well as engage technology senior leadership in critical decision making. Once resolution is achieved, directs the team in identification of Root Cause and ensures reduced risk of reoccurrence through quick identification and communication of work arounds or implementation of permanent fixes for problems.
- High collaboration, expert communication and impact/influencing skills are essential to this role as they need to direct others, outside of their team, across the organization to achieve these objectives.
- Accountable for the execution, maintenance, and continuous improvement of the enterprise-wide Major Incident Management (MIM), Incident and Problem Management Processes for Canada Life. Leads the consistent evolution and maturing of the three processes requiring collaboration with key stakeholders across the organization to establish objectives and opportunities for improvement.
- A main deliverable is to ensure stability of the production environment disruptions to the business is minimized, reducing/avoiding impacts which would affect the core business & customers of the company. They establish Major Incident Reviews focusing on recovery efforts for best practice and continuous improvement.
- Direct and coach a geographically dispersed team of Senior Major Incident Recovery Coordinators & Problem Management Coordinators with varying degrees of background and seniority.
- Keeps up-to-date and knowledgeable regarding industry trends and emerging technologies in anticipation of new or revised business processes.

**What you will bring**:

- Post-secondary degree/diploma in computer science or an equivalent combination of training and experience
- Success in using standard methodologies, such as IT service management practices based on ITIL as well as problem management philosophies like Kepner-Tregoe
- Ability to quickly assess and evaluate technology incidents utilizing previous experience and knowledge as well as leveraging others’ expertise to identify potential paths to resolution
- Track record of building and effectively managing relationships at all levels of the organization to address incidents, and keep others informed and drive accountability
- Extremely comfortable under pressure and in high stress situations
- Proven experience as a business-focused, credible leader in a large fast growing technology company
- Drives results and changes processes to improve performance; creates a culture of accountability
- Has a bias to action
- Ability to pivot and quickly change direction in response to changing priorities
- Effective team builder, proficient in coaching and mentoring Strong communication, collaboration and relationship building skills

The base salary for this position is between **$minimum****:

- $ maximum** annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Be your best at Canada Life

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, inve