Major Incident Manager

**Job Description**:
Technology redefines the way we work and deliver to meet business needs and elevate the customer experience. You’ll be part of an organization that is embracing modern technology, innovation and agile ways of working.

Our Canada Technology team is a strategic partner in our business - with an ambition to be a forward-thinking, agile technology organization delivering secure, resilient and leading solutions that support Canada Life and the well-being of millions of Canadians.

**_ Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Toronto, London, Winnipeg._**

We are looking for a
**_Major Incident Manager._**

**Role description**

The Major Incident Manager, reporting to the Director of Major Incident and Problem Management, executes the enterprise Major Incident Management process for the Canada life organization. As a dynamic, highly motivated and energetic member of the Major Incident and Problem Management team, you contribute to the overall support and stability of Canada Life through the effective and efficient execution of the Incident Management & Problem Management processes.

This role requires highly advanced specialized knowledge and skills to facilitate efforts in resolving complex issues; leveraging industry knowledge and experience to prioritize service restoration in a multitude of situations where the cause and resolution is not clear. They will be responsible for facilitation of the Major Incident recoveries in a 7x24 environment. Working with their director, this senior role will be formalizing best practices for rules of engagement & recovery bridge etiquette, identify process improvements, enhance & develop standards/guidelines for Major Incident Recoveries for Canada Life.

**What you will do**
- Day-to-day facilitation of the Major Incident Recoveries for service-impacting technology incidents
- Lead multiple technical teams and streams of investigation for widespread incidents
- Be accountable for communications across technology support staff, business, senior leaders, executives, BU Technology teams and Information security during Major Incidents
- Responsible for the facilitation of Post incident/Major Incident Reviews, identify follow up action items and facilitate focused discussions on recovery best practices, preventative actions and continuous improvement opportunities
- Accountable for identifying common trends, identify and implement improvements across Major Incidents causes and recoveries.
- Lead organization wide chronic issues; drive root cause and permanent fix in addition to identifying common trends across incident events and recoveries; working alongside Problem Management Specialists to identify root cause
- This role will lead critical and high problem discussions to facilitate quicker root cause and permanent fix identification
- Works with the Major Incident & Problem Management Director on the continuous maturation of the Incident, Major Incident and Problem Management processes.

**What you will bring**
- Post-secondary degree/diploma in business or computer science or an equivalent combination of training and experience
- 6-8 years’ experience in working in Technology Support including Major Incident Management performing facilitation of recoveries as well as Incident Management and Problem Management
- Able to quickly build rapport and gain the respect and cooperation of both technology support staff and technology leaders.
- Strong organizational skills
- Strength in building partnerships; working collaboratively with a variety of skills and levels and strong problem solving and analytical skills.
- Proven ability to manage in crisis situations and work under high stress conditions
- Possess expert communication skills, both written and verbal including writing executive level communications and status reviews
- Adaptable to changing requirements and direction in a fast-moving environment
- Relevant experience in insurance, banking and/or financial industry
- ITIL V3 or above
- Major Incident Management, Problem solving and decision-making certifications an asset.
- Proficiency with ServiceNow is an asset

**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.

**We are one of Canada's t