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.
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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.