Cutover Incident Lead

1 week ago

Toronto, Canada CAPCO Full time

**Capco - The Future. Now.**

**Let’s Talk About You**

You want to Own Your Career. You’re serious about rising as far and as fast as your work and achievements can take you. And you’re ready to write the next chapter of your career story: a challenging and rewarding role as a Capco Project Manager.

**Let’s Get Down to Business**

Capco is looking for talented, innovative and creative people to join our incredible and growing Team focused on our financial services clients. We are looking for experienced Technology Project Managers with exceptional domain expertise who can work directly with our clients on mission-critical projects.

**About the Role**

**Responsibilities**

The Incident Lead will play a crucial role in supporting CN's efforts to identify, manage, and resolve incidents during SAP commend centre cutover events.

In this role you will be responsible for collaborating with CN cross-functional teams to establish, document and test the command centre incident management process. Additionally, you will participate in technical and dress rehearsal events to test and optimize the incident process in preperation for live cutover events.

You will work under the guidance of Cutover Lead and in partnership with other command centre leaders including the Runbook Lead and Reporting Lead. This is an exciting opportunity for someone looking to participate in large enterprise cutover events with an emphasis on improving incident management process quality and operational effectiveness.
- Define the command centre incident strategy including event entry/exit, shift staffing, physical location(s), on-call teams and escalation tree(s)
- Assist in the creation of incident reports and dashboards to track performance, trends, and metrics associated with incidents
- Design and document detailed process for event incident management process (in partnership with CN production support teams)
- Utilized above process to identify and ensure rapid response and resolution of cutover incidents
- Assess impact of incidents and related execution delay within partnership with CN and Runbook Managers
- Participate in periodic update “all-hands” calls to support key incident updates
- Analyze recurring incidents to identify causes, suggest solutions, and support root cause analysis and post-mortem documentation
- Provide data-driven insights to leadership for continuous improvement initiatives

**Show Us What You’ve Got**- Strong analytical, organizational, and problem-solving skills
- Strong customer communication skills with the ability to communicate technical issues to non-technical customers
- Ability to organize resources across different event shifts to provide effective incident support through an entire cutover event
- Ability to work well within a team to learn and share knowledge

**Now Take the Next Step**

**We have**:

- Access to industry-focused talent globally
- Ability to leverage best-in-class innovative products and solutions for complex architecture and large-scale transformation
- Extended global geographic market reach
- Ability to capitalize on our client footprint and deep domain expertise within financial services and energy

Capco is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

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