Incident & Problem Manager, Cloud Operations

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

Join a tech company that's making a difference in healthcare

At Sectra, our objective is to introduce a leading global medical IT solution to the North American market, with the aim of establishing ourselves as the top provider of Enterprise Imaging and PACS solutions. Our customers operate in some of North America’s most critical functions, and we are uniquely positioned to help them optimize patient-centered care. Our modular and scalable cloud-enabled enterprise imaging solutions allow healthcare providers to grow from ology to ology, while delivering cloud-based efficiencies and advanced technology to modernize North America’s medical imaging infrastructure — all while protecting the most sensitive patient and provider data.

What's exciting about this position?

Sectra is seeking a seasoned and dynamic Incident & Problem Manager to organize and coordinate Urgent/Critical Cloud support issues and consequently implement identified improvements for Sectra North America’s Cloud Operations. In this role you will help manage and optimize all operations processes for Sectra's Cloud Operations team, with a strong emphasis on cloud-hosted environments and SaaS delivery models. The Incident & Problem Manager will work closely with frontline and backend teams across Sectra North America and collaborate with Sectra peers locally and globally, driving efficiency, consistency, and continuous improvement in our cloud operations to deliver exceptional service.

As an Incident & Problem Manager, you will:

Team Guidance

• Ensure the team is equipped, supported, and motivated to meet operational goals and deliver high-quality Cloud operations.
• Foster a collaborative and accountable team culture aligned with Sectra's values, with a focus on Cloud-first service deliveries.

Oversight & Collaboration

• Assist as needed via resource escalations/ticketing process or directed by the Head of Cloud Operations for support operations liaison:
• including ticket management, escalations, resolution tracking, and after-hours coordination — with visibility into cloud infrastructure health and availability.
• Lead and monitor incident and problem management processes across the Cloud Operations department to ensure efficient resolution and minimal customer impact.
• Oversee adherence to customer SLAs
• Participate in problem/issue review meetings/sessions with customers via direct escalations or via requests via HelpDesk or Pager escalation.
• Drive root-cause analysis and assist in developing initiatives to improve service stability and operational procedures.
• Take part in system changes by collaborating with the Change Advisory Board (CAB), ensuring proper review, approval, and safe implementation of changes in Cloud environments.
• Possibility to manage scheduling and processes for after-hours coverage, including cloud monitoring and on-call escalation paths.

Process Management & Improvements

• Together with Cloud Operations Managers, continuously evaluate and improve operations processes for our solutions, driving efficiency and Cloud Operations best practices.
• In coordination with the various Cloud teams (Design Architects, Security Architect, Operations and Cloud Deployment Teams): support process rollouts tied to Cloud platform enhancements, ensuring alignment with business goals and minimal service disruptions.
• Conduct audits on events such as service outages, degradations, and configuration changes — to ensure quality and compliance.
• Work closely with support teams to align practices and issue resolution across cloud and hybrid deployments.
• Lead transformation initiatives around Cloud tooling and platforms used to manage the support process, including monitoring, alerting, and incident automation.
• Help Sectra to keep compliance in numerous frameworks and principles

At Sectra, you’ll experience the stability of a well-established brand with vast global experience and a product backed by 40+ years of innovation. The result? An agile, invigorating, highly supportive and fun environment that empowers our team to do their best work and make a difference in people’s lives every day.

In addition to competitive salary and performance-based incentives, we offer plenty of exciting benefits and perks, including:

• Education assistance for team members to continuously enhance their knowledge
• Robust health, dental and vision benefits, effective the month following your start date
• Monthly health spending account
• RRSP matching after 3 months of employment
• Reimbursement of home internet expense
• Minimum 4 weeks paid vacation

So, are you a fit?

We hire for attitude and ability, train for skill. Our people have the knowledge to meet expectations, but more importantly the passion to exceed them consistently. We’re all about learning from and challenging each other and going all in for every customer. To add to our amazing team, these attributes will be crucial to your success:

• A drive to make things happen
• A longing to make a difference in the healthcare industry
• A hunger to learn and improve at every opportunity.
• A true team player eager to share your knowledge with the team

Think you’ve got what it takes? Great. Here’s a few more boxes we’re also hoping you can tick:

• Bachelor's degree in engineering, computer science, information technology, or a related field
• Bi-lingual in English and French is a plus
• Minimum of 6 years of experience in technical support management or related roles in the medical technology industry
• Prior knowledge of and experience with ITIL or other ITSM frameworks and tools, ideally within cloud or SaaS environments
• Proven track record of successfully managing support processes and leading teams in a fast-paced, dynamic environment, including experience with cloud-hosted or hybrid infrastructure.
• Strong customer experience orientation with a passion for delivering high-quality support and driving customer satisfaction.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal stakeholders at all levels.
• Strategic thinker with strong analytical and problem-solving abilities, able to leverage data to drive decision-making and process improvement.

Our salary range for this role falls between $118,000.00 and $134,000.00. The final salary offer will depend on several key factors, including the candidate's level of experience, their specific skill set, and the overall alignment with the job requirements. Other considerations may include the candidate’s education, certifications, and any additional relevant qualifications. We aim to offer a competitive salary that reflects the value each individual brings to our team.

Equal opportunity employer

Healthcare is a universal priority, and we need people from all backgrounds to help build a healthier and safer society. Our employees are people with different strengths, interests, experiences and backgrounds, who share a passion for improving people's lives. We embrace our differences and celebrate our uniqueness, and we respect and value all of our employees' points of view. Our non-discrimination policy extends beyond recruitment practices to encompass all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits and termination of employment.

Other information:

The goal is for the right candidate to start as soon as possible.

Depending on the role, a mandatory background security screening might be performed as part of the recruitment process at Sectra. Please reach out to the responsible hiring team if you have any questions regarding this. Learn more about our recruitment process here.