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Ontario Power Generation Inc.
ITSM Process Lead for Incident ManagementOntario Power Generation Inc. • Oshawa, Durham Region, CA
ITSM Process Lead for Incident Management

ITSM Process Lead for Incident Management

Ontario Power Generation Inc. • Oshawa, Durham Region, CA
4 days ago
Job type
  • Full-time
Job description
Take charge of ITSM operations as the ITSM Process Lead at Ontario Power Generation, focusing on Incident Management and ServiceNow optimization. Drive excellence in process governance and improvement. In this vital role, you will be responsible for overseeing Incident, Major Incident, and Problem Management processes aligned with ITIL 4 standards. Your strategic leadership will foster an environment of continuous improvement while communicating effectively with stakeholders across functions. The successful candidate must be prepared for a 24/7 Major Incident Commander role. Key Responsibilities: • Lead and improve ITSM processes using ITIL 4 • Manage and optimize ServiceNow for Incident and Problem Management • Drive problem identification and root cause analysis • Refine KPIs, SLAs, and OLAs for effective reporting • Collaborate cross-functionally for seamless service delivery Requirements: • Minimum 4 years of ITSM experience with ITIL 4 certification • Deep knowledge of ServiceNow ITSM capabilities • Proven Major Incident leadership experience • Skills in analytics and trend-based improvement • Extensive experience in ITSM Business Analysis Shape the future of IT service management at OPG through effective governance and operational excellence. #J-18808-Ljbffr
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ITSM Process Lead for Incident Management • Oshawa, Durham Region, CA

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