IT Major Incident Manager — 24/7 Reliability Lead

Bombardier Transportation GmbH; Dorval; On-site; CAD 110,000 - 140,000; Full time

Benefits offered by this job

Insurance plans

Retirement savings plan

Employee Assistance Program

Job summary

Bombardier is seeking an IT Major Incident Manager to lead the resolution of critical incidents and protect business resilience. You will coordinate with resolution technology teams, communicate with stakeholders, and ensure rapid service restoration in a 24/7 environment.

The role requires strong IT operations expertise, ITIL knowledge, and excellent communication in English; French is a plus. Hybrid work is available, with a comprehensive benefits program.

Qualifications

• Bachelor degree in engineering, computer science, or a related technical discipline.
• Minimum 8 years in IT operations, command center, NOC, or major incident management.
• ITIL Foundation Certification required; strong ITIL process knowledge (Event/Incident/Problem/Change).
• Experience with ServiceNow Incident Management module and monitoring tools.

Responsibilities

• Own major incidents end-to-end, coordinating with resolution technology teams and stakeholders.
• Lead investigation calls and communicate updates to leadership across teams.
• Collaborate with infrastructure, cloud, and application support to improve availability and performance.
• Reduce incident frequency and duration; ensure ticketing aligns with ITIL and best practices.
• Drive proactive monitoring, event management, and continuous improvement initiatives.

Skills

IT Operations

ITIL

Incident management

Communication skills

English proficiency

Education

Bachelor degree in Engineering or Computer Science

Tools

Datadog

ManageEngine

Ignio

ServiceNow

Job description

Bombardier is seeking an IT Major Incident Manager to lead the resolution of critical incidents and protect business resilience. You will coordinate with resolution technology teams, communicate with stakeholders, and ensure rapid service restoration in a 24/7 environment.

The role requires strong IT operations expertise, ITIL knowledge, and excellent communication in English; French is a plus. Hybrid work is available, with a comprehensive benefits program.