IT Incident Coordinator

iA Financial Group; Montreal (administrative region); Hybrid; CAD 85,000 - 115,000; Full time

Benefits offered by this job

Flexible group insurance plans

Competitive pension plan

Employee share purchase plan

Vacation program, wellness days, and个人

Virtual healthcare services

EFAP

Performance bonus and discounts on iA

Job summary

iA Financial Group seeks an IT Incident Coordinator (Scrum Master) to oversee major incidents, coordinating cross-functional teams and communicating with stakeholders to rapidly restore services. The role requires crisis leadership, ITIL expertise, and bilingual English/French communication across Canada, in a hybrid Montreal-based setup.

You will contribute to prevention, problem management, and continual service improvement while aligning with ITSM best practices in a trusted financial

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Experience in IT service management, operations, or infrastructure.
• Experience coordinating major incidents or operating in incident management.
• Strong coordination, priority management, and leadership in crisis.
• Excellent verbal and written communication; able to decide under pressure.
• Knowledge of ITIL practices including incident, problem, and change management.
• Intermediate proficiency in French and English; cross-Canada communication necessary.

Responsibilities

• Take ownership of and coordinate major/critical incidents.
• Assess impact, urgency, and priority; initiate escalation as needed.
• Coordinate across support, operations, infra, and development teams.
• Lead incident bridges and crisis response; assign actions and track progress.
• Prepare and distribute incident start, status, and resolution updates to stakeholders.
• Contribute to root cause analyses and problem management activities.
• Support ITIL adherence and participate in preparedness and reviews.

Skills

Incident coordination

Crisis leadership

ITIL know-how

Stakeholder comms

Decision making

Bilingual FR/EN

Education

Bachelor's degree in Computer Science / IT

Job description

Job Description

IT Incident Coordinator
The internal title will be Scrum Master.

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Build the Future with Us

Are you passionate about ensuring the continuity of technology services and eager to contribute to an organization whose purpose is to help clients feel confident and secure about their future? As an IT Incident Coordinator, you will play a key role in coordinating, managing, and communicating during incidents affecting the organization’s technology services, ensuring the rapid restoration of services while minimizing business impacts.

This position offers an excellent opportunity to showcase your coordination, communication, and problem-solving skills while effectively mobilizing teams involved in incident resolution. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation.

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What You’ll Accomplish with Us

As an IT Incident Coordinator, you will be at the center of our mission. Your key responsibilities will include:

• Taking ownership of and coordinating major and critical incidents.
• Assessing the impact, urgency, and priority of incidents and initiating escalation procedures when required.
• Coordinating support, operations, infrastructure, and development teams involved in incident resolution.
• Leading incident bridges and crisis response teams, assigning actions to technical teams, and maintaining an overall view of incident progress.
• Preparing and distributing incident start, status update, and resolution communications to relevant stakeholders.
• Participating in root cause analyses, identifying trends, and contributing to problem management activities to prevent incident recurrence.
• Ensuring adherence to ITSM/ITIL practices, contributing to process improvements, and participating in preparedness exercises and post-incident reviews.

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What Could Help You Succeed in This Role

We are looking for someone who:

• Holds a bachelor’s degree in Computer Science, Information Technology, or a related field.
• Has experience in operations, application support, infrastructure, or IT service management.
• Has experience coordinating major incidents or working in operational management.
• Is recognized for strong coordination skills, effective priority management, and the ability to provide leadership in crisis situations.
• Demonstrates excellent verbal and written communication skills and the ability to make timely decisions under pressure.
• Stands out for a strong customer focus, problem-solving abilities, and knowledge of ITIL practices, including incident, problem, and change management.
• Possesses an intermediate level of proficiency in both French and English. An intermediate level of English is required, as the incumbent will be required to communicate with unilingual English-speaking suppliers and partners across Canada through emails and phone calls, representing approximately 15% of their time.

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Why You’ll Love Working with Us

• A work environment where learning and development are combined with a shared pursuit of excellence.
• Artificial intelligence tools available to everyone, helping increase personal efficiency and supporting organizational growth.
• A healthy, safe, equitable, and inclusive workplace where individuals can fully express and develop their potential.
• The opportunity to work in a hybrid environment supported by flexibility and access to inspiring, innovative workspaces.

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Competitive Benefits

• Flexible group insurance plans.
• Competitive pension plan.
• Employee share purchase plan.
• Vacation program, wellness days, and personal development days.
• Virtual healthcare services.
• Employee and Family Assistance Program (EFAP).
• Performance bonus and discounts on iA products.

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Location(s)

Quebec / 1080, Grande Allee West

Other Possible Location(s)

Montreal / 1981 McGill College Avenue

Company

iA Financial Group

Posting End Date

2026-10-03

Company Overview

iA Financial Group* is the strength of a company with a human side, with its over 8,000 employees. Together, we have earned the trust of our more than four million clients and 25,000 advisors who have chosen us for their insurance, savings, and wealth management.

With over $200 billion in assets and half a billion invested in technological innovation, we’re a key player in the financial services industry in Canada and the United States. The secret to our success? Investing in you, one person at a time. Because, for over 125 years, we have believed that it’s by supporting our employees and surrounding ourselves with the most reputable leaders in the industry, we will continue to innovate.

At iA, we’re invested in you.

* iA Financial group includes the following entities: iA Services financiers, iA assurance auto et habitation, iA Gestion privée de patrimoine, PPI Management, Investia, iA Gestion de placements, Prysm, iA Clarington, Michel Rhéaume et associés, Garanties Nationales, WGI Manufacturing, WGI Service Plan Division, Lubrico, iA Financement auto

Our Commitment to Diversity and Inclusion

At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, please Contact us here. Someone from our team will be happy to assist you with your needs.