IT Incident Coordinator

iA Financial Group (Industrial Alliance)

Quebec

Hybrid

CAD 75,000 - 110,000

Full time

12 days ago

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Benefits offered by this job

Flexible group insurance plans

Competitive pension plan

Employee share purchase plan

Vacation program

Wellness days

Personal development days

Virtual healthcare services

EFAP

Performance bonus

Discounts on iA products

Job summary

iA Financial Group (Industrial Alliance) is seeking an IT Incident Coordinator (Scrum Master) to ensure rapid restoration of technology services during incidents. The role emphasizes coordinating cross-functional teams, communicating clearly with stakeholders, and prioritizing actions to minimize business impact.

The position requires strong crisis leadership, excellent communication, and ITIL-informed incident management.

Qualifications

Requires a bachelor’s degree in a technical field such as Computer Science or IT.
Experience coordinating major incidents or working in operational management is preferred.
Strong coordination skills and the ability to lead in crisis situations are essential.
Excellent verbal and written communication, with timely decision-making under pressure.
Knowledge of ITIL practices including incident, problem, and change management is expected.

Responsibilities

Take ownership of and coordinate major and critical incidents.
Assess impact, urgency, and priority and escalate when required.
Coordinate support, operations, infrastructure, and development teams in incident resolution.
Lead incident bridges and crisis response, assign actions, monitor progress.
Prepare and distribute incident start, status, and resolution communications to stakeholders.
Participate in root cause analyses and contribute to problem management to prevent recurrence.
Contribute to ITSM/ITIL process improvements and post-incident reviews.

Skills

Coordination

Incident management

Crisis leadership

Communication skills

Decision making under pressure

Education

Bachelor's degree in Computer Science or Information Technology

Tools

ITIL knowledge

Job description

IT Incident Coordinator

The internal title will be Scrum Master.

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Description

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

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