IT Incident Management Specialist

Manage technology incidents for Indigo by combining ticket coordination, production monitoring, and major incident support across rotating shifts.

As an IT Service Support Specialist, you will categorize and assign incoming incidents while supporting enterprise system management. The position analyzes operational infrastructure, configures event management, and produces job schedules. You will work with IT, stores, business units, and vendors to minimize interruptions and support resolution.

Key Responsibilities:

• Coordinate incoming incident tickets through categorization and assignment
• Participate in incident and Major Incident Management practices
• Analyze network, desktop, and infrastructure problems using diagnostic tools
• Escalate issues across IT, stores, vendors, and business units
• Report ticket performance and maintain incident documentation

Requirements:

• One to three years troubleshooting and solution searching experience
• College diploma or Bachelor’s degree is an asset
• Experience with ticket monitoring software and customer service
• Excellent written and verbal communication skills
• Operation Control Centre experience is an asset

Apply incident coordination, diagnostic analysis, and escalation skills while supporting Indigo’s operational technology services.

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