IT Incident & Crisis Coordinator

iA Financial Group; Quebec; Hybrid; 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

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.