Bilingual Incident Manager

Bilingual Incident Manager / Fr-EnAbout Compugen Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences. If you are driven to make a difference, relentlessly curious and collaborative at the core, we'd love to talk to you. Join us and help us make a difference. Incident Manager This role is responsible for overall response to critical Incidents and managing escalations of other Incident types. As the incident and problem process manager, this role facilitates, develops and maintains the overall Incident Management process, and works with other team leads when process deficiencies or improvements are identified. Management of problem records including assignment, follow-up, resolution and reporting also falls under this role. Responsibilities Incident and Major Incident Management Process Execution (40%) Manages critical Incident Management events related to service restorationWork to ensure timely service restoration of complex and/or high impact incidents and minimize the adverse impact of incidents and problemsEnsure established Incident Management processes are followed for controls, coordination and communication related to incidents across CompugenResponsible for ongoing, structured communication of critical Incident status to all key stakeholdersWorks with the Operations team to summarize complex issues into concise business summaries for multi - level executives within Compugen and ClientsDevelops Root Cause Analyses for all Priority 1 Incidents Escalates risks and issues to the responsible process ownersConduct Major Incident Reviews and generate customer facing reportsAssists the other process owners/managers in driving service management best practices and ITIL process standardizationAfter hour support required when dealing with outages after regular business hours Problem Management Process Execution (30%) Work to ensure timely problem resolution and minimize the number and severity incidentsEnsure established Problem Management processes are followed from Creating the problem record through to resolutionReview incident and event trends and facilitate problems to investigate cause/fixesWorks with the Operations team to summarize complex network issues into concise business summaries for multi - level executives within Compugen and Customer organizationsEscalates risks and issues to the responsible process ownersParticipate as a member of the Problem Review Board Assists the other process owners/managers in driving service management best practices and ITIL process standardization. Change, Asset/Configuration Management Process Execution (5%) Track, reconcile and manage assets/configurations as it related to process execution.Lead or participate in CABs as necessary.Provide input and/or leads process improvements and enhancements related to Configuration ManagementProvides insight and recommendations related to Asset Lifecycle to reduce incidents and increase profitability.Participate in compliance audits, escalate where appropriate. Process Governance: (20%) Participate as required in Steering and Operating Committee Process Governance for defined processes.Supports service management reporting (KPIs, SLAs and OLAs)Review dashboards, reports based on business requirements with analytics and insights to manage and improve processes.Contributes to define, develop and implement quality assurance initiatives and procedures related to processes and data.Participate in the reviews of new opportunities as required.Ensure stakeholders are aware of the process, are trained and conduct refresher sessions as necessary. Continual Service Improvement (5%) Identify and communicate trends related to Incidents and problems, service(s), product(s), configuration items to proactively identify improvement opportunities.Assist Process Owners and Delivery Managers with CSI initiatives or special projects to review and implement service and/or process improvements.Supports and provides recommendations on ad-hoc investigations/analysis. Physical Demands/Working Conditions 24x7 on call (rotation) for Major Incident ManagementOffice EnvironmentMinimal travel to customer sites required. Qualifications / Knowledge / Skill Requirements: Bi-lingual - English & French (Fluent written and spoken)Minimum 5+ years' experience in managing ITIL processes.Intermediate knowledge of the Incident Management and Problem Management ProcessesExperience with change and asset/configuration management.Demonstrated leadership and coordination skills.Able to work quickly and maintain a methodical and calm approach.Strong problem solving, quantitative and analytical abilities.Detail oriented, very organized, with good time management skills.Excellent written and verbal communication skillsThe ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents in a high pressure, dynamic, real-time environment.A sound understanding of infrastructure platforms and products, and the ability to understand interconnects and how infrastructure connects to services, and how they relate to service metrics.Strong commitment to customer serviceDemonstrated ability to manage and develop key relationships with cross functional and leadership teams.Ability to hold technical discussions with internal and external partners and stakeholders.Able to concisely summarize complex issues for both technical and non-technical stakeholders and senior management is crucial.Proven ability to prioritize and execute in a high-pressure, complex environment.Ability to understand and manage obligations within a contractual relationship. Education: A college diploma or university degree in an IT discipline or equivalent years of experience in enterprise level IT environments.3-5 years proven experience in a similar role.ITIL Foundations v3 or v4ITIL Expert Certification is an asset. Equity Statement Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish, and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs. #LI-SB1