Job Description
| Role: Major Incident Manager - ITIL & ITSM Work Model: Hybrid – 3 Days per Week Onsite Experience Required: 7+ Years Position Summary We are seeking an experienced Major Incident Manager (MIM) to lead critical incident management activities and ensure rapid restoration of IT services. The ideal candidate will possess strong ITIL knowledge, excellent communication skills, and proven experience managing high-severity incidents in enterprise environments. This role requires coordinating technical teams, business stakeholders, and leadership during major incidents, acting as the central point of communication, driving incident resolution, and facilitating continuous service improvement. Key Responsibilities Incident Coordination & Management • Lead and manage Major Incident (MI) bridge calls to ensure effective and timely incident resolution. • Coordinate with technical support teams, business stakeholders, vendors, and management throughout the incident lifecycle. • Prioritize incident response activities and ensure all required resources are engaged to restore services quickly. • Establish clear ownership, accountability, and escalation paths during major incidents. • Drive incidents to successful resolution while minimizing business impact. Scribe & Documentation Responsibilities • Serve as the designated scribe during major incident calls. • Accurately document discussions, actions, decisions, timelines, and resolution activities. • Maintain a detailed and organized incident log throughout the lifecycle of each incident. • Ensure incident records are updated in real time and available to all relevant stakeholders. Communication Management • Develop and distribute timely, accurate, and audience-appropriate incident communications. • Provide regular status updates to executives, business leaders, technical teams, and customers as required. • Manage communication templates, distribution lists, and incident notification processes. • Ensure communication consistency, clarity, and professionalism during high-pressure situations. Post-Incident Review & Problem Management • Facilitate post-incident review (PIR) meetings. • Conduct root cause discussions with technical teams and stakeholders. • Document lessons learned, corrective actions, and process improvement opportunities. • Track remediation items and ensure follow-through on improvement initiatives. Monitoring & Reporting • Monitor, track, and report on major incident metrics, trends, service impacts, and resolution effectiveness. • Prepare executive-level reports and dashboards highlighting incident performance. • Provide regular updates to management regarding incident trends, risks, and critical issues. Continuous Improvement • Identify opportunities to improve incident management processes, procedures, and governance. • Implement industry best practices and ITIL-aligned service management processes. • Stay current with ITSM trends, tools, and emerging incident management methodologies. • Contribute to process optimization initiatives across the IT Service Management organization. Required Qualifications • Minimum 7 years of experience in a Major Incident Management, Incident Response, or IT Operations role. • Strong understanding of ITIL frameworks, processes, and incident management best practices. • Proven experience leading high-priority and enterprise-wide incident calls. • Excellent verbal and written communication skills with the ability to communicate effectively with both technical and non-technical audiences. • Strong stakeholder management and coordination capabilities. • Demonstrated ability to remain calm and effective under pressure. • Exceptional organizational skills and attention to detail. • Strong analytical and problem-solving skills. • Experience creating executive incident communications and status reporting. |
Requirements
Sailpoint
Major Incident Manager - ITIL & ITSM • Montreal, QC, ca
Join as a Security Operations Incident Response Analyst focusing on timely incident resolution.Support the security team by analyzing alerts and enhancing incident response capabilities across the ... Voir plus
A technology consulting firm in Montreal is seeking an experienced L3 SOC Analyst to lead incident response efforts and enhance threat detection capabilities.In this role, you will monitor security... Voir plus
A leading consulting firm is seeking a Senior Manager in Edmonton to enhance client trust in their information systems while expanding business development in the technology risk space.The successf... Voir plus
Anyon Systems est une entreprise canadienne spécialisée en informatique quantique, basée à Montréal (Québec), dédiée à la conception de processeurs quantiques avancés et de systèmes complets d’info... Voir plus
Team Manager, IT System (Higher Education Learning Management Platform). Voir plus
Une entreprise de conseil technologique au Canada recherche une Cheffe de projets CRM et TI pour son équipe de Montréal.Le poste implique de coordonner l'implémentation de solutions CRM et IT, de l... Voir plus
Shape the future of IT audit services at PwC Canada as a Manager in External Audit.Leverage your expertise in controls and client relationships to deliver exceptional results.As a Manager, you'll c... Voir plus
Une entreprise de services informatiques cherche un Analyste en gestion des services informatiques à Montréal pour chapeauter les processus ITSM, améliorer continuellement les opérations et gérer l... Voir plus
Shape Directive Consulting's cybersecurity landscape as the Director of IT Security.This fully remote position emphasizes strategic oversight of information security across multiple regions.As the ... Voir plus
Drive effective cybersecurity initiatives as Sagard's initiative manager.This role is pivotal in ensuring systematic execution and governance in security practices across the firm.Sagard is looking... Voir plus
A well-established IT company in Montreal seeks a Level 3 Support Technician to guide teams through complex incident resolutions and improve support practices.This role involves ownership of escala... Voir plus
Join a dynamic team as an Expert in ServiceNow Incident Management, leveraging your bilingual skills to excel in a vital senior role.Focus on improving ITSM processes and service operations.As part... Voir plus
Inspirational, innovative and entrepreneurial - this is how we describe our empowered teams.Combine your passion with purpose and join a culture that is thriving in the face of change.Make an impac... Voir plus
Techo-Bloc makes the hardscaping products that transform ordinary outdoor spaces into something people are proud of — premium concrete pavers, retaining walls, and architectural masonry that end up... Voir plus
The purpose of this position is to provide strategic and operational leadership for the company’s technology and cybersecurity functions.This role ensures the reliability, security, and performance... Voir plus
Une entreprise de technologie à Montréal recherche un Analyste spécialisé en informatique pour gérer les incidents et collaborer avec des équipes pluridisciplinaires.Ce rôle hybride nécessite d'exc... Voir plus
Support KPI definition and lead dashboard design.Collaborate with Medical Impact and Outcomes team lead to ensure KPIs can be visualized in easy to read and understand dashboards.Lead “user researc... Voir plus
Une entreprise de services en TI recherche un(e) analyste sénior en réseautique pour jouer un rôle clé dans la gestion des infrastructures et de la sécurité IT.Le candidat idéal possède une expérie... Voir plus
A leading crypto firm is seeking a senior IT audit professional.This fully remote role emphasizes managing SOC examinations and establishing audit rigor.Ideal candidates will have over 5 years of e... Voir plus
Global Therapist: Integrated Critical Incident Response (ICIR).Location: Brandon, Manitoba, Canada.Our mission: to eliminate every barrier to mental health.At Spring Health, we’re on a mission to r... Voir plus
