Incident Manager

IT - Application & Software Development
Toronto, ON
Contract to Perm
Aug 12, 2020

Duration: Short term contract moving to permanent employment 

Must Have :

  • Must be a hands-on, technically proficient, proactive Operational Manager, experienced working on Production issues and incidents in the cloud. 
  • Must have strong experience triaging and guiding teams to resolve Production issues.
  • Minimum of 5+ years’ experience as an Incident Manager.
  • Experience in a 24/7 SLA based IT Operations/Application Support Environment.
  • Experience designing incident and problem management processes.
  • Experience leading teams in an operational / Technical environment
  • Ability to multitask in a mission critical environment
  • Experience using an ITSM based ticketing system preferably JIRA Service Desk.
  • Strong understanding of, and experience with, IT Service Management best practices including Incident Management, Problem Management and Change Management
  • Excellent written and verbal communication skills with strong attention to detail

Nice to Have Skills:

  • Cloud certifications and experience
  • ITIL V3 foundation certification
  • Working experience in supporting a multi-tenanted service.
  • Related ITIL certifications
  • Project management certifications like SCRUM and PMP
  • Hands on Technical skills in development, Networking.
  • Familiar with scripting and other automation applications.
  • Mobile App Operational experience

 Our Client....

One of North America's most recognized brand names, continues on new development initiatives. Work as part of a super collaborative team culture. 

 

 Responsibilities

  • As part of the IT Operations team, play a critical role in the operations of the .ca. website to ensure uptime, performance and availability of all services which are critical to the success of our product and our business.
  • Plays key role in incident coordination, facilitation and communication to our customers.
  • Drive finding root causes and remediation plan and drive all post incident discussions and reports to help drive continuous improvement across all our products and organization.
  • Strive to improve how we operate and to increase ITSM maturity. Be able to handle major incidents and provide mentoring to staff about Incident Management processes – in both theory and practice.
  • Must be a hands-on, technically proficient, proactive operational manager, experienced working on production issues and incidents in the cloud.  Must have strong experience triaging and guiding teams to resolve production issues
  • Experience in Ecommerce, or other similar high-profile industries with high uptime requirements
  • Proactively manage incidents and problems to minimize customer impact and meet SLAs.
  • Facilitate post incident review meetings to drive root cause analysis, customer impact, remediation plan and lessons learned
  • Providing rotating 24/7 Incident Management on-call support
  • Act as the incident liaison for escalations from other departments
  • Recommend and implement suggestions for process improvements to adapt to new requirements or new product offerings.

 

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