Major Incident Manager/Coordinator

Position: Major Incident Manager / Coordinator

Reports to: Team Lead, Service Management

Purpose of the position - The Major Incident Manager / Coordinator is responsible for ensuring the smooth execution and continuous improvement of IT services within the organization.

Hybrid work - 2 days/week onsite

Location: Oakville.

Permanent position

Responsibilities: 

Execute, develop, implement, and maintain Service Management processes, including Major Incident, Problem, Change, and Transition Management, as well as Service Reporting. Build and implement Service Management processes that support both agile and waterfall methodologies. Act as a change agent, leading and supporting teams in adopting and refining Agile Frameworks. Ensure cross-functional coordination and collaboration among IT Delivery Teams, PMO, and DevOps to enhance service delivery and achieve high productivity and service management quality. Proactively monitor service level performance, promptly address deviations, and conduct post-implementation reviews (PIRs) to ensure continuous improvement. Provide leadership and a quality focus to improve service availability and reliability. Ensure compliance with client's processes and alignment with IT Service Management industry best practices and methodologies, including ITIL. Provide guidance, training, and knowledge development to support staff. Establish and maintain management reporting on key IT Service Management processes, including Major Incident, Problem, Change Management, and escalations. Ensure Delivery teams meet requirements for metrics and operational results. Support Client's global strategic initiatives, mission, values, and other assigned duties. Participate in on-call rotation and maintain flexible work hours to support the needs of the business. Run the Change Advisory Board (CAB) to review, approve, and manage enterprise changes. Drive the implementation and continuous improvement of change enablement processes aligned with ITIL and organizational needs. Leverage AI and develop automation scripts and tools to streamline change and incident processes. Utilize Generative AI tools to analyze and improve processes and workflows Collaborate with DevOps and delivery teams to implement automation and monitoring tools for service performance. Create and maintain dashboards, reports, and metrics to measure and communicate process effectiveness. Engage with stakeholders to gather requirements and ensure alignment with business objectives. Act as a point of escalation for critical service delivery issues

Key Skill Required:

5-7 years of experience related to IT Management and ITIL Foundations V3 / 4 certification 4-5 years’ experience in IT Service Management with proven experience with Incident Management & Problem Management processes, including: PMIR's (Post Major Incident Reviews). Strong Technical proficiency and experience working with Cloud Services (essential) Strong practical experience with the ITIL framework e.g. Major Incident, Problem, Change Management, Measurement & Reporting as well as Transition Planning

Nice to have:

Experience using JSM (Jira Service Management) for Incident Management.

Key accountabilities:

Ability to be proactive and resilient during high-pressure situations. Solid understanding of Incident Management and Problem Management processes, including PMIRs (Post Major Incident Reviews). Proven ability to drive Major Incidents through to resolution efficiently, coordinating with all stakeholders. Being available for on-call rotation is a mandatory requirement.

Education

Post-Secondary Diploma/Degree in Computer Science, Information Systems, or equivalent experience required

Certification

ITIL Foundations V3 or 4

Years of experience:

5-7 years of experience in IT Management or other IT process-oriented roles.

This is a hybrid work environment with 2 days/week onsite at our client's location in Oakville.

On-Call Shifts & Shift Rotation: - Structure: Team members participate in an on-call rotation. - Weekdays (Monday to Friday):

There are three shifts: 5:00 PM - 8:00 PM, 8:00 PM - 11:00 PM, and 11:00 PM - 4:00 AM [EST]. - All shifts are shared amongst the team. - Weekends: Weekend on-call duty is also rotated, with each team member typically covering one full weekend (Saturday and Sunday) approximately every four weeks.