IT Incident Coordinator

iA Financial Group; Quebec; On-site; CAD 75,000 - 110,000; Full time

Benefits offered by this job

Hybrid work environment

AI tools for productivity

Competitive benefits

EFAP and wellness days

Job summary

iA Financial Group in Canada is seeking an IT Incident Coordinator (the internal Scrum Master title) to coordinate, manage, and communicate during incidents affecting technology services, ensuring rapid restoration and minimal business impact.

You will lead incident bridges, mobilize operations, infrastructure, and development teams, and contribute to problem management and post-incident reviews, while upholding ITIL practices and strong stakeholder communication.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience in operations, application support, infrastructure, or IT service management.
• Experience coordinating major incidents or working in operational management.
• Strong coordination, priority management, and leadership in crisis situations.
• Excellent verbal and written communication skills with ability to make timely decisions under pressure.
• Knowledge of ITIL practices including incident, problem, and change management.
• Proficiency in French and English; ability to communicate with unilingual English-speaking suppliers and partners across Canada (approx. 15% time).

Responsibilities

• Taking ownership of and coordinating major and critical incidents.
• Assessing 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 updates, and resolution communications to relevant stakeholders.
• Participating in root cause analyses and contributing to problem management activities to prevent recurrence.
• Ensuring adherence to ITIL practices and contributing to process improvements and post-incident reviews.

Skills

Coordination

Crisis leadership

Communication skills

ITIL knowledge

Bilingual French-English

Education

Bachelor’s degree in Computer Science / Information Technology or related field

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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At iA, we believe in potential and value diverse experiences. If this role inspires you, we encourage you to apply. Your place may be with us, and we want to get to know you!