No longer accepting applications

Incident Manager

Hatched Recruitment GroupMontreal, QC, Canada

9 days ago

Job type

Full-time

Job description

Incident Manager (3 Positions) – Montreal Airport

Location : Montreal, QC (On-site)

Language Requirement : French

Citizenship : Must be a Canadian Citizen

Availability : On-call required

Role Overview :

We are seeking three experienced Incident Managers to oversee and coordinate critical Networking / Server / Storage incident management at Montreal-Trudeau International Airport (YUL) . The role involves managing and monitoring IT infrastructure incidents, ensuring efficient resolution, and maintaining service level commitments across multiple business processes and vendor applications.

Key Responsibilities :

Incident Coordination : Oversee all activities related to critical incidents, ensuring swift and effective resolution.
Process Management : Manage, coordinate, and monitor daily activities related to the Incident Management process within the assigned service domain.
Workload Balancing : Assign resources efficiently to meet service level agreements.
Escalation & Resolution : Identify incidents at risk of missing SLAs, escalate as needed, and drive resolution efforts.
Stakeholder Liaison : Act as the primary interface for the Process Account Lead and High Priority Incident Manager .
Performance Management : Monitor and evaluate team performance to ensure adherence to incident management processes.
Service Delivery Oversight : Track service performance for all customers supported within the environment.
Data Analysis : Analyze process efficiency and delivery metrics to drive improvements.

Environment & Scope :

The role involves supporting critical IT infrastructure and business processes, including :

Server management, storage, backup / recovery, disaster recovery, Active Directory, database management, and web servers.

Over 100 vendor applications used within the airport environment.

Coordination with SITA Global Services (SGS) for the management of SITA kiosks at YUL, ensuring communication with key stakeholders.

Qualifications & Requirements :

Prior experience in major incident management and IT service delivery.

Strong understanding of IT infrastructure and airport technology environments .

Ability to work on-call and respond to high-priority incidents as needed.

Fluency in French is required.

Must be a Canadian Citizen due to security and compliance requirements.