IT Major Incident Manager

Bombardier; Dorval; Hybrid; CAD 95,000 - 130,000; Full time

Benefits offered by this job

Insurance plans

Retirement savings plan

Employee Assistance Program

Tele Health Program

Job summary

Bombardier is seeking a Major Incident Manager to join the IT Operations team. You will monitor critical services, lead major incident resolutions, and ensure business resilience during disruptions.

You will coordinate cross-functional teams, drive communications to stakeholders, and mentor teams to improve service reliability and operational efficiency. Hybrid work policies apply, with coverage beyond standard hours.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, or a relevant technical discipline.
• 8+ years of experience in IT Operations, Command Center, NOC, Major Incident Management, or Service Management.
• ITIL Foundation Certification.
• Strong knowledge of ITIL Event, Incident, Problem, and Change Management processes and ServiceNow Incident Management.
• Strong analytical skills with experience interpreting operational metrics, trends, and KPIs.
• Understanding of multi-tiered IT infrastructure environments and APIs.
• Experience with automation, workflow orchestration, or operational process improvement is an asset.
• Proficiency in English; French is an asset.

Responsibilities

• Take end-to-end ownership of Major Incidents, coordinating with resolution teams and stakeholders.
• Lead, facilitate, and chair investigation conference calls for prompt incident resolution.
• Collaborate with infrastructure, application, cloud, and support teams to improve service availability.
• Drive actions to reduce frequency and duration of major incidents; audit ticket compliance per ITIL.
• Drive proactive monitoring, event management, and continuous service improvement initiatives.
• Identify recurring operational issues and coordinate preventive and corrective actions.
• Drive automation initiatives to improve operational efficiency and accelerate incident response.
• Support automation and self-healing initiatives to reduce manual effort.
• Participate in MORs, DMMs, readiness checks, and service risk assessments.
• Maintain runbooks, SOPs, dashboards, escalation matrices, and knowledge articles.

Skills

IT Operations

Incident Management

ITIL

ServiceNow

Stakeholder Communication

Automation Initiatives

Education

Bachelor’s degree in Engineering/CS

ITIL Foundation Certification

Tools

Datadog

ManageEngine

Ignio

Microsoft Teams

Office 365

Job description

When applicable, Bombardier promotes flexible and hybrid work policies.

Why join us?

At Bombardier, we design, build and maintain the world's peak-performing aircraft for the world's most discerning people and businesses, governments and militaries. We have been successful in setting the highest standards by putting our people at the heart of it all, and defining excellence, together.

Working at Bombardier means operating at the highest level. Every day, you are part of a team that delivers superior experiences and products, pushing the boundaries of what's possible in our industry and beyond. By prioritizing employee growth and development, we empower everyone to reach their full potential on their own terms, because the best work happens when you are free to be yourself and share your unique expertise.

Bombardier's Benefits Program

With our employees' well-being top of mind, we offer a comprehensive and competitive Benefits Program, which includes the following:

• Insurance plans (Dental, medical, life insurance, disability, and more)
• Competitive base salary
• Retirement savings plan
• Employee Assistance Program
• Tele Health Program

Position Overview

We are currently seeking a Major Incident Manager to join our IT Operations team. In this role, you will be responsible for monitoring and maintaining the health of critical technology services, leading the resolution of major incidents, and ensuring business operations remain resilient and available. Acting as a central coordination point during service disruptions, you will drive timely communication, stakeholder engagement, and cross-functional collaboration to minimize business impact and restore services as quickly as possible.

How to thrive in this role?

• You excel in a fast-paced environment, possess strong IT operations and ITIL knowledge, and can effectively bridge technical and business conversations
• You are skilled at coordinating teams during high-pressure situations, communicating with stakeholders at all levels, and identifying opportunities to improve service reliability and operational efficiency
• In this role, you must be able to work on rotation outside of normal business hours (weekend shifts, holidays, & evenings) as our team's coverage is 24 hours a day, 7 days a week, 365 days a year.

What are your contributions to the team?

• Take end to end ownership of Major Incidents impacting Bombardier environment, coordinating with resolution technology teams and establishing effective communication
• Lead, facilitate, and chair all investigation conference calls dedicated to prompt resolution of Major Incidents and send regular communications to the stakeholders
• Collaborate with infrastructure, application, cloud, and other support teams to improve service availability, monitoring effectiveness, and operational performance.
• Take actions to achieve reductions in frequency and duration of Major incidents that impact IT availability. Audit and ensure ticket compliance per ITIL and Major Incident Management best practices
• Drive proactive monitoring, event management, and continuous service improvement initiatives to reduce business-impacting incidents and improve service reliability across the enterprise.
• Identify recurring operational issues and work with resolver groups to implement preventive and corrective actions.
• Drive automation initiatives to improve operational efficiency and accelerate incident response.
• Support automation, self-healing, and operational efficiency initiatives to reduce manual effort and improve service reliability.
• Participate in MORs, DMMs, operational readiness, health checks, and service risk assessments.
• Maintain operational runbooks, SOPs, dashboards, escalation matrices, and knowledge articles to support effective service restoration and operational readiness.

How to thrive in this role?

• You have a Bachelor Degree in Engineering, Computer Science, or relevant technical discipline.
• You have at least 8 years of experience working in IT Operations, Command Center, NOC, Major Incident Management, or Service Management environments.
• You have ITIL Foundation Certification.
• You have strong knowledge of ITIL Event, Incident, Problem, and Change Management processes and ServiceNow, especially ServiceNow Incident Management module.
• You have strong analytical skills with experience interpreting operational metrics, trends, and KPIs.
• You have good understanding of multi-tiered IT infrastructure environments, including routers, switches, physical/virtual servers, storage arrays, active directory, and APIs.
• Good knowledge of computer systems, integration and architecture principles, and how interconnected technologies support critical business processes.
• Experience in IT support and operational management, including coordinating service restoration and managing high-impact incidents.
• Experience with automation, workflow orchestration, or operational process improvement is considered an asset.
• Knowledge of enterprise monitoring and observability tools (Datadog, ManageEngine, Ignio, etc.).
• You have outstanding written and verbal communications skills in English; proficiency in French is an asset.
• You have expertise in Microsoft Teams, Co-Pilot, and Microsoft Office 365.

#LI-hybrid

Bombardier is an equal opportunity employer and encourages persons of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability or other applicable legally protected characteristics to apply.