Incident Manager

Sectigo; Ottawa; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading cybersecurity firm is seeking an Incident Manager to manage unplanned interruptions and ensure minimal disruption to business operations. This remote role requires strong IT service management knowledge, 3+ years of experience, and the ability to coordinate with various teams. Ideal candidates will excel in problem-solving and communication, making a positive impact on global operations.

Benefits

Diversity and inclusion initiatives

Positive work environment

Opportunities for growth

Qualifications

• 3+ years in incident management roles.
• Strong knowledge of IT service management frameworks (ITIL or COBIT).
• Ability to explain technical concepts to non-technical stakeholders.

Responsibilities

• Oversee critical incidents and coordinate response efforts.
• Manage incident resolution and communication.
• Establish incident management processes to minimize downtime.

Skills

IT service management frameworks knowledge (ITIL or COBIT)

Analytical and problem-solving skills

Excellent communication and interpersonal skills

Experience with ITSM tools (Freshservice or ServiceNow)

Ability to manage multiple stakeholders

Infrastructure, network, database, application systems knowledge

Education

Bachelor’s degree in computer science or IT

Tools

Freshservice

ServiceNow

Job description

Job Description

We are looking for an Incident Manager to join our growing global team at Sectigo.

The Incident Manager is responsible for managing the lifecycle of unplanned interruptions, ensuring minimal disruption to business operations, and compiling root cause analysis (RCA).

This is a full-time, remote position based in either Canada or the U.S., with the ideal candidate located in the Eastern Time Zone.

Core Responsibilities

1. Overseeing critical incidents: Coordinate response efforts and communicate with stakeholders to resolve incidents efficiently.
2. Managing incidents: Work with support teams to provide timely solutions and ensure proper communication during incidents.
3. Establishing incident management processes: Define incident severity levels (Sev 1 or 2), prioritize remediation activities, and coordinate with various teams to minimize downtime.
4. Documentation and reporting: Maintain records of incidents and resolutions for future analysis.
5. Continuous process improvement: Conduct process improvements for the incident management lifecycle and collaborate with IT and business partners.
6. Problem management: Complete root cause analysis (RCA) and, if qualified, initiate the problem management process, following up with teams until resolution.
7. Mounting and installation: Ability to mount and install network devices such as routers, switches, and servers in data centers and office locations, including rack mounting, cable management, and hardware configuration. Candidates must be able to lift equipment weighing up to 50 lbs.
8. Availability: Be available for incident support 24/7.
9. Travel: Willingness to travel both internationally and nationally as needed for site support, meetings, and projects.
10. Additional duties: Perform other duties as assigned related to the role and company initiatives.

Qualifications

• Education: Bachelor’s degree in computer science, information technology, or a related field is strongly preferred. Experience may be considered in lieu of a degree.
• Experience: Proven 3+ years in incident management roles.

Ideal Candidate Profile

• Strong knowledge of IT service management frameworks such as ITIL or COBIT.
• Excellent managerial and collaboration skills, with the ability to work across multiple organizations.
• Proficiency in ITSM tools, preferably Freshservice or ServiceNow.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Effective communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders and mentor junior staff.
• Ability to analyze high volumes of technical data and work efficiently in a fast-paced environment.
• Broad knowledge of infrastructure, network, database, and application systems to identify and engage necessary resources for incident resolution.

Additional Information

Join our global team and make an impact worldwide. At Sectigo, we value diversity, inclusion, and the growth of our employees. We are committed to creating a positive, engaging, and fun work environment that reflects the positive outcomes we deliver to our customers.