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IT Major Incident Manager

IT Major Incident Manager

IA Financial GroupQuébec, Quebec
23 days ago
Job type
  • Permanent
Job description

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!