Incident Management Coordinator II

T-Net British Columbia; Vancouver; Hybrid; CAD 60,000 - 93,000; Full time

Job summary

A leading geolocation technology firm in Metro Vancouver is seeking an Incident Management Coordinator. The role involves coordinating real-time incident responses, conducting root cause analyses, and enhancing incident management processes. Candidates should have over 5 years of experience in Incident Management, strong analytical skills, and a Bachelor's degree in a relevant field. The position offers a hybrid work model and a salary range of $60,000 to $92,500 CAD per year, alongside various benefits.

Benefits

Performance-based bonus

Equity plans

Paid vacation and sick days

Extended health benefits

Learning & Development Allowance

Sports and Wellness budget

Charitable and DEI initiatives

Team-building events

Qualifications

• 5+ years in a similar Incident Management role.
• Strong collaboration and communication skills.
• Ability to analyze and gather information from multiple sources.

Responsibilities

• Coordinate real-time incident responses.
• Participate in the Incident Management on-call rotation.
• Chair RCA meetings to identify root causes.

Skills

Incident Management

Cross-discipline facilitation

Analytical skills

Communication

Education

Bachelor's degree in Computer Science or Engineering

Tools

Atlassian tools

Monitoring tools

Job description

Overview

GeoComply is at the forefront of geolocation, cybersecurity, and anti-fraud innovation, delivering technologies that help ensure regulatory compliance, combat bad actors, and protect businesses from fraud. Our compliance-grade geolocation solutions are installed on over 400 million devices and analyze more than 12 billion transactions a year.

We are a global team with a history of growth and trusted by leading brands and regulators. We are looking for an Incident Management Coordinator to join our team and serve as the central point for prevention, discovery, stabilization, and resolution of critical incidents, ensuring corrective measures are implemented and SOC2 incident protocols are followed.

The Opportunity

Are you passionate about preventing and swiftly resolving critical incidents in a fast-paced, high-impact environment? If so, this role may be a fit.

What You Will Do

• Lead Incident Response: Coordinate real-time incident responses, deploy necessary resources, and minimize impact to meet internal and external SLAs.
• On-Call Duty: Participate in the Incident Management on-call rotation as required by business needs.
• Communicate Progress: Maintain accurate incident progress data and provide timely updates through internal and external channels.
• Drive Root Cause Analysis (RCA): Chair RCA meetings to identify root causes and contributing factors, proposing actionable plans to prevent recurrence.
• Collaborate on Problem Management: Work with Problem Managers on repeat incidents, ensuring preventative actions are tracked and implemented.
• Analyze Data: Collect and analyze incident data to generate team metrics and KPIs.
• Monitor System Health: Provide insights and monitor system health during high-traffic events.
• Process Improvement: Continually evaluate and improve incident management processes and documentation.
• Project Leadership: Drive ad hoc and strategic projects independently or with others.

About You

• Experience: 5+ years in a similar Incident Management role.
• Facilitation Skills: Ability to facilitate cross-discipline reviews of root causes and summarize discussions and decisions concisely.
• Collaboration & Communication: Strong collaboration and communication skills with diverse teams across locations and cultures.
• Analytical Acumen: Deep analytical skills with the ability to gather information from multiple sources.
• Drive for Improvement: Passion for analyzing data and presenting recommendations to leadership to enhance service availability and processes.
• Flexibility: Willingness to work within a global shift rotation, including daytime hours, holidays, and weekends on a rotational basis.
• Autonomy & Learning: Ability to work independently and learn quickly.
• Communication: Excellent written and verbal skills.
• Education: Bachelors degree in Computer Science, Engineering, or equivalent practical experience.
• Certification: ITIL V3 or V4 is preferred.

Desired Skills

• Experience in the Gaming industry.
• Proficiency with Atlassian, monitoring, and on-call tools.
• Familiarity with AWS, GCP, and/or on-premise environments.
• Russian, Ukrainian, or Vietnamese language skills are a plus.

Salary Range

60,000 – 92,500 CAD per year. Compensation reflects market location, knowledge, skills, and experience. In addition to salary, GeoComply offers a range of benefits and development opportunities:

• Performance-based bonus
• Equity plans
• Paid vacation and sick days
• Extended health benefits
• Learning & Development Allowance
• Sports and Wellness budget
• Charitable and DEI initiatives
• Team-building events
• Hybrid work model (3 days in office)

Apply Now!

Interested in joining our team? Send us your resume and a cover letter. We look forward to meeting you!

Commitment to Diversity and Equity

We value inclusion and encourage applications from all backgrounds. We focus on hiring people who value collaboration, adaptability, courage, and integrity.

Why GeoComply?

Joining GeoComply means working with an award-winning company that values growth, collaboration, and integrity. We support employee development and offer a hybrid work model to balance in-person collaboration with flexibility.