IT Major Incident Manager

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!