Description
Sector : IT Operations Management / Permanent Position / Remote Work / Quebec / Montreal / Toronto / Remote Work
Are you recognized as an organized person who performs well under pressure? Do you have leadership, coordination, and communication talents? Are you constantly in solution and improvement mode? Wait no more, this opportunity is for you!
As an IT Major Incident Manager, you will play a crucial role in managing major incidents and collaborate with colleagues to coordinate problem management. You'll be at the heart of operations, ensuring proactive major incident management and effective communication while participating in ITIL practice optimization.
Responsibilities :
Manage major incidents and ensure resolution within SLA
Lead and coordinate crisis cells
Ensure effective communication
Guide teams in major incident resolution documentation, direct post-mortems and RCA meetings
Organize and lead work groups, produce management reports
Collaborate to operationalize ITIL practices, particularly incident and problem management
Improve system stability by coordinating problem management
Participate in ITIL practice evolution
Specifics :
24 / 7 availability in rotation is required for major incident management
Occasional travel to Quebec office might be required
Requirements :
Bachelor's in Information Technology or relevant experience
3-7 years of IT experience
Ability to work reliably, organized, and perform under pressure
Proven leadership, coordination, and communication skills
Experience in major incident management and complex technical problem resolution
ITIL practice knowledge, ITIL certification preferred
Knowledge of LEAN, DevOps, and SAFe methodology
Servicenow mastery or similar IT service management tools
Team or project management experience is an asset
Knowledge of common IT service technologies and software
Advanced French and English proficiency (oral and written) for internal communication with colleagues and partners across Canada
Benefits :
Base salary and organizational bonus
Flexible schedule and flexible days off
Collective insurance and defined benefit pension fund
Stock purchase plan
Career plan support and training
Remote, on-site, or hybrid work available
If you're ready to take on this challenge and bring your expertise in major incident management and ITIL practices, we'd like to know more about you. Send us your application now!