IT Incident Coordinator & Crisis Manager

ia; Quebec; Hybrid; CAD 85,000 - 120,000; Full time

Benefits offered by this job

Flexible group insurance plans

Competitive pension plan

Employee share purchase plan

Vacation program, wellness days, and

Personal development days

Virtual healthcare services

EFAP

Performance bonus and discounts on iA

Job summary

iA Financial Group is seeking an IT Incident Coordinator who will coordinate major incidents, assess impact and urgency, and drive cross-functional incident resolution. The role emphasizes leadership in crisis, strong communication, and adherence to ITIL practices.

A hybrid work environment and opportunities for growth are highlighted. The successful candidate will have a bachelor's degree in a related field, experience in IT operations or service management, and bilingual proficiency in French

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 skills, priority management, and leadership in crisis situations.
• Excellent verbal and written communication skills with the ability to make timely decisions under pressure.
• Knowledge of ITIL practices including incident, problem, and change management.
• Intermediate proficiency in French and English; English communication with suppliers and partners across Canada (~15% of time).

Responsibilities

• Take ownership of and coordinate major and critical incidents.
• Assess impact, urgency, and priority of incidents and initiate escalation when required.
• Coordinate support, operations, infrastructure, and development teams.
• Lead incident bridges and crisis response teams, assign actions, monitor progress.
• Prepare and distribute incident communications to stakeholders.
• Contribute to root cause analyses and problem management efforts.
• Adhere to ITSM/ITIL practices and participate in preparedness exercises and post-incident reviews.

Skills

Coordination

Communication

Leadership in crisis

Problem solving

ITIL practices

Education

Bachelor's degree in Computer Science/Information Technology

Tools

ITIL

Job description

iA Financial Group is seeking an IT Incident Coordinator who will coordinate major incidents, assess impact and urgency, and drive cross-functional incident resolution. The role emphasizes leadership in crisis, strong communication, and adherence to ITIL practices.

A hybrid work environment and opportunities for growth are highlighted. The successful candidate will have a bachelor's degree in a related field, experience in IT operations or service management, and bilingual proficiency in French