Incident Manager

**Who We Are**:
When you join Traffic Tech, you join a team that keeps the global economy moving - literally.

Traffic Tech is recognized as an industry leader and the logistics partner to many highly recognizable international brands. With offices throughout the United States, Canada, Mexico, Europe and China, the company offers progressive & efficient solutions for moving freight by land, sea, and air.

**Your Part in It**:
Reporting to the Director of Governance, Risk and Compliance, you will be responsible for Incident Management. In this role, you will be contributing to daily operations in a global 24/7/365 environment.

This role is key to drive speedy resolution of incidents by actively facilitating and coordinating across multiple technical teams, a level head, and a broad technical understanding is key to ensure success. This role owns specific levels of communication for incidents and major incidents to internal and external stakeholders, running effective bridge calls, ensuring both business and IT focused updates are sent in a timely manner. Ensuring ITSM records are maintained and updated as well as managing the life-cycle of all changes and their implementation. This role also includes some on-call responsibilities outside of business hours including weekends on a team rotation basis.

INCIDENT MANAGER

**What the Job Entails**:

- High-level ownership of the technical service restoration plan across all infrastructure services and the resolver group involved in incidents.
- Technical and functional escalation where necessary.
- Business impact is to be quantified and documented for reporting purposes.
- Aim is to reduce restoration time via incident ownership supplemented by delivery support teams.
- Communication via various means including tools and reporting.
- Plan, coordinate and control the restoration of complex and high impact system problems that occur within the production environment.
- Prioritize major incidents and assign tasks to service support and delivery resources as required.
- Act as the central communication point for incidents - all major incident (MI) / priority 1 (P1) and priority 2 (P2) issues as required.
- Ensures creation of a resolution plan for MI / P1 / P2 incidents.
- Understand and clearly communicate the business impact of incidents and major incidents.
- Escalation trigger point for P2 & internal incident to P1 if no resolution plan after an appropriate time.
- Prioritize incidents based on business impact to Traffic Tech.
- Providing updates / communication to senior management on the status of MI / P1 / P2 incidents.
- Drive/owns management/technical checkpoints & internal meetings to ensure corrective action is being taken to restore service/s.
- Follow up on investigations.
- Provide leadership to multiple support teams during major incidents to actively drive towards immediate service restoration.
- Resolve matters that have been escalated and follow the technical and functional escalations where necessary.
- Gain knowledge of the ITSM tool and create business requirements for the enhancement of the tool to meet Traffic Tech needs.

**What We Are Looking For**:

- University degree preferred
- 3+ years of experience in information systems audit
- 5+ years of experience in risk management
- 3+ years of experience in compliance
- Solid knowledge and experience of project management duties and methodology
- Knowledge of governance frameworks such as COBIT
- Demonstrable knowledge of industry standards on information security
- Solid understanding of technology risk management
- Excellent working knowledge of an ITSM platform (HALO ITSM knowledge a benefit)
- Strong background in managing major incidents with understanding of associated regulatory implications and time dependent drivers.
- Experience leading bridge calls with many technical participants
- Proven ability to multi-task and prioritize to always push towards resolution in a timely manner, keeping a level head while systematically pushing technical teams to perform the technical work to restore service
- Proven ability to analyze and solve a wide range of technical problems. Including the ability to perform first level assessment of technical and process deficiencies and follow up on investigations
- Critical thinking and analytical mind
- Experience leading teams to support meeting a contractual service level agreement
- Experience with Problem Management
- Experience with Crisis Management and Communications
- Excellent written and oral communication skills

**What We Offer**:

- Robust industry with training and mentorship
- Compensation package that include Medical and Dental benefits
- Life Insurance/AD&D Insurance
- Long-term disability
- Personal and Volunteer days off
- Vacation available after probation period
- Free parking, free coffee all day
- Dynamic environment and ‘can-do’ culture

This is a full-time permanent position from Monday to Friday.

Traffic Tech remains compliant