Critical Incident Gestionnaire/ Manager

4 days ago

Montréal QC, Canada DXC Technology Full time

**Gestionnaire des incidents critiques**
- Gère, coordonne et surveille les activités quotidiennes nécessaires pour avancer dans le processus de gestion des incidents pour un domaine de service donné pour les incidents P3 et P4.
- Affecte des ressources pour assurer l'équilibrage de la charge de travail afin de respecter les engagements en matière de niveau de service.
- Surveille et examine les files d'attente de travail pour les incidents qui risquent de manquer des ententes de service. Points d'escalade pour assurer une résolution rapide des incidents.
- Liaison de la livraison. Coordonne toutes les activités requises pour les incidents P3/P4.
- Sur place avec un pager et des heures supplémentaires.

**Exigences**:

- Baccalauréat en technologie de l'information, en génie ou dans un domaine connexe.
- Au moins trois ans d'expérience dans la gestion des services informatiques, ou un rôle similaire.
- Solide connaissance du logiciel de gestion des services informatiques Service Now
- Expérience de travail avec des systèmes et des logiciels informatiques.
- Excellentes compétences en gestion et capacité à collaborer avec les membres de l'équipe.
- Capacité d'analyser un volume élevé de données techniques et de travailler dans un environnement au rythme rapide.
- Solides compétences en résolution de problèmes, en analyse et en gestion du temps.
- Doit être couramment bilingue français et anglais
- ** Doit avoir un permis de travail canadien valide pour une durée indéterminée**

**Critical Incident manager**
- Manages, coordinates, and monitors day to day activities necessary to move forward within the Incident Management process for a given Service domain for P3 and P4 incidents.
- Assigns resources to ensure workload balancing to meet service level commitments.
- Monitors and examines work queues for Incidents in jeopardy of missing service agreements. Escalation points to ensure timely incident resolution.
- Delivery liaison. Coordinates all required activities for P3/P4 incidents.
- Onsite with pager and overtime.

**Requirements**:

- Bachelor's degree in information technology, engineering, or a related field.
- At least three year's experience working in IT service management, or a similar role.
- Strong knowledge of IT service management software ServiceNow
- Experience working with IT systems and software.
- Excellent managerial skills and ability to collaborate with team members.
- Ability to analyze a high volume of technical data and work in a fast-paced environment.
- Strong problem solving, analytical, and time management skills.
- Must be fluently bilingual French and English
- ** Must have a Valid Canadian indefinite Work Permit**
- .

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

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