Incident Manager

Job summary

Lead and coordinate major incident calls to ensure swift resolution while acting as a scribe to document all actions and decisions. Manage communications to stakeholders and facilitate post-incident reviews to drive continuous process improvement.

Job details

Job title: Incident Manager Location: Toronto, ON Duration: Long Term Contract Job Description: Position Overview: We are looking for a detail-oriented and dynamic Major Incident Management Specialist to join our team. This role is critical in ensuring the swift resolution of major incidents that impact business operations. The ideal candidate will be responsible for coordinating and driving major incident calls, acting as a scribe during these calls, and managing communications to all relevant stakeholders. The role requires a quick thinker who can handle high-pressure situations with poise and professionalism. Key Responsibilities: • Incident Coordination and Management: o Lead and drive major incident calls to ensure effective incident resolution. o Coordinate with technical teams, stakeholders, and management to prioritize and resolve incidents swiftly. o Ensure that all necessary resources are engaged and focused on resolving incidents. • Scribe Duties: o Act as the scribe during major incident calls, accurately documenting all discussions, decisions, and actions taken. o Maintain a detailed and organized incident log throughout the lifecycle of the incident. o Provide timely updates to the incident log and ensure it is accessible to relevant parties. • Communication Management: o Develop and disseminate clear and concise communications to stakeholders regarding the status and resolution of major incidents. o Ensure all communications are timely and tailored to the needs of different audiences, including executives, technical teams, and business units. o Manage and update communication templates and protocols to ensure consistency and clarity. • Post-Incident Review: o Facilitate post-incident review meetings to analyze incident management effectiveness and identify areas for improvement. o Document lessons learned and recommend process improvements to enhance future incident response. • Monitoring and Reporting: o Track and report on major incident metrics, trends, and outcomes. o Provide regular updates to management on incident status, resolution efforts, and areas of concern. • Continuous Improvement: o Identify opportunities to improve the major incident management process and implement best practices. o Stay updated on industry trends and advancements in incident management methodologies. Qualifications: • Minimum 7 years of experience in Major incident management role. • Strong understanding of ITIL processes and best practices for incident management. • Excellent communication and interpersonal skills, with the ability to convey complex information clearly. • Proven ability to work effectively under pressure and manage multiple priorities. • Exceptional attention to detail and organizational skills. • Certification in ITIL or other relevant IT service management frameworks is a plus.

What you’ll do

Lead and coordinate major incident calls to ensure swift resolution while acting as a scribe to document all actions and decisions. Manage communications to stakeholders and facilitate post-incident reviews to drive continuous process improvement.

Requirements

Requires a minimum of 7 years of experience in a Major Incident Management role with a strong understanding of ITIL processes. Candidates should possess excellent communication skills and the ability to perform under high-pressure situations.

Listed skills

• crisis management · Preferred
• Process Improvement · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Major Incident Management
• Incident Coordination
• ITIL
• Stakeholder Communication
• Scribing
• Post-Incident Review
• Incident Logging
• Crisis Management
• Process Improvement
• Metrics Reporting

Job areas

• Technology
• Management & Leadership
• Consulting
• Customer Service & Support