Cloud Operations Incident Lead

Sectra; Mississauga; On-site; CAD 164,000 - 186,000; Full time

Benefits offered by this job

Education assistance

Health/dental/vision benefits

Health Spending Account

RRSP matching

Home internet reimbursement

4 weeks vacation

Job summary

Sectra North America is seeking a seasoned Incident & Problem Manager to organize and coordinate urgent cloud support issues and implement improvements. You’ll drive incident and problem management across Cloud Operations, collaborating with frontline and backend teams to ensure efficient resolutions and strong SLA adherence.

You will lead transformation initiatives around cloud tooling, monitoring, and incident automation, while ensuring compliance and alignment with Sectra’s global standards.

Qualifications

• 6+ years of experience in technical support management or related roles in medical technology.
• Knowledge of ITSM frameworks and tools (ITIL preferred).
• Experience with cloud-hosted or hybrid infrastructure and SaaS environments.

Responsibilities

• Organize and coordinate urgent/critical cloud support issues and drive improvements.
• Lead incident and problem management across Cloud Operations to minimize customer impact.
• Ensure adherence to customer SLAs and participate in review meetings with customers.
• Drive root-cause analysis and develop initiatives to improve service stability.
• Collaborate with Change Advisory Board for safe implementation of changes.
• Coordinate after-hours coverage and cloud monitoring escalation paths.
• Support process rollouts and audits across cloud platforms and hybrid deployments.

Skills

Incident management

Problem management

Cloud operations

ITIL/ITSM

Leadership

Customer service

Education

Bachelor's degree in engineering, computer science, information technology, or related field

Tools

ITSM tools

Job description

Sectra North America is seeking a seasoned Incident & Problem Manager to organize and coordinate urgent cloud support issues and implement improvements. You’ll drive incident and problem management across Cloud Operations, collaborating with frontline and backend teams to ensure efficient resolutions and strong SLA adherence.

You will lead transformation initiatives around cloud tooling, monitoring, and incident automation, while ensuring compliance and alignment with Sectra’s global standards.