| Major Incident Management Specialist (ITSM, MIM, IRT, ITIL) Role: ITSM- MIM/IRT - Major Incident Management Lead Qty: 2 Location: 2300 Meadowvale Boulevard, Mississauga, ON, L5N 5P9 - HYBRID: 3 days a week on-site Position Overview: • We are looking for a detail-oriented and dynamic Major Incident Management Specialist to join our team. • This role is critical in ensuring the swift resolution of major incidents that impact business operations. • The ideal candidate will be responsible for: • Coordinating and driving major incident calls • Acting as a scribe during these calls • Managing communications to all relevant stakeholders • The role requires a quick thinker who can handle high-pressure situations with poise and professionalism. Key Responsibilities: Incident Coordination and Management: • Lead and drive major incident calls to ensure effective incident resolution. • Coordinate with technical teams, stakeholders, and management to prioritize and resolve incidents swiftly. • Ensure that all necessary resources are engaged and focused on resolving incidents. Scribe Duties: • Act as the scribe during major incident calls, accurately documenting all discussions, decisions, and actions taken. • Maintain a detailed and organized incident log throughout the lifecycle of the incident. • Provide timely updates to the incident log and ensure it is accessible to relevant parties. Communication Management: • Develop and disseminate clear and concise communications to stakeholders regarding the status and resolution of major incidents. • Ensure all communications are timely and tailored to the needs of different audiences, including: • Executives • Technical teams • Business units • Manage and update communication templates and protocols to ensure consistency and clarity. Post-Incident Review: • Facilitate post-incident review meetings to analyze incident management effectiveness and identify areas for improvement. • Document lessons learned and recommend process improvements to enhance future incident response. Monitoring and Reporting: • Track and report on major incident metrics, trends, and outcomes. • Provide regular updates to management on: • Incident status • Resolution efforts • Areas of concern Continuous Improvement: • Identify opportunities to improve the major incident management process and implement best practices. • Stay updated on industry trends and advancements in incident management methodologies. Qualifications: • Minimum 7 years of experience in Major Incident Management role. • Strong understanding of ITIL processes and best practices for incident management. • Excellent communication and interpersonal skills, with the ability to convey complex information clearly. • Proven ability to work effectively under pressure and manage multiple priorities. • Exceptional attention to detail and organizational skills. • Certification in ITIL or other relevant IT service management frameworks is a plus. |
ITSM Lead • Mississauga (Malton), ON, ca
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