Incident Manager

8 hours ago

Montreal, Quebec, Canada Apptad Full time

Role - Incident Manager [L3]

Location - Montreal, QC

JD:

In this role, a person will follow a process to oversee the Major Incident Management process. This person will coordinate between IT Infra & application departments to ensure the timely resolution of major incidents, follow a detailed process of problem management and resolution management.

Will make independent decisions regarding new processes and procedures for the Major Incident Management process. This role is work from office.

Responsibilities


• Designs and continuously improve documented procedures for Major Incident Management.


• Leads Major Incident Management bridge calls, ensures prompt action on behalf of all teams involved.


• Make recommendations to management regarding improvements and concerns.


• Deliver high-quality incident management and problem management for any high severity issues.


• Drive reduction in Mean Time to Repair (MTTR) by improving incident and problem management processes.


• Prioritize incidents and problems based on urgency and impact on the business.


• Drive Incident Manager training materials and execute training programs.


• Write and maintain documentation for incident protocols, processes, and standards.


• Engage and coordinate relevant personnel from all teams during incident and problem resolution Improve internal incident and problem communication strategies.


• Collaborate with problem owners to investigate root causes and facilitate resolution in adherence with established SLAs.

Qualifications we seek in you

Minimum Qualifications

Graduate or postgraduate in Technology with Computers or Information Technology (IT) stream.

Or

A degree in Computer Science, IT, Systems Engineering or a related qualification.

Preferred Qualifications/ Skills


• Experience working in IT service management, being IM or a similar role. Tech support experience is helpful.


• Experience and tenacity in driving resolution of complex issues; always stay calm even in bad crisis situations.


• Excellent written and verbal communication skills are a must. The ability to effectively communicate is significant.


• Ability to analyze a high volume of technical data and work in a fast-paced environment.


• Experience leading teams to support meeting a contractual service level agreement ITSM experience, especially with Problem, Change, and Incident Management


• Experience in Change Management; Problem Management and Incident management


• Knowledge of tools such as METIS, JIRA, COMITS will be added advantage.


• Ability to work under minimal supervision.


• Capital Markets Domain knowledge is preferred.


• Knowledge of Information Technology Infrastructure Library (ITIL), integration across Incident, Problem & Change (IPC) Management Experience.

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