Major Incident Command Lead - 24x7 Crisis Management

Canada Life; Halifax; On-site; CAD 83,000 - 133,000; Full time

Benefits offered by this job

Career Development

Health & Wellness

Time Off

Financial Security

Rewards and Recognition

Community

Job summary

Canada Life is seeking a Permanent Full Time leader to drive enterprise Major Incident and Problem Management, ensuring service stability across technology and business units. You will execute the Major Incident Management process in a 7x24 environment, coordinating recovery efforts with Risk, Disaster Recovery, and executive stakeholders.

The ideal candidate has 8+ years in technology support, strong crisis management, and excellent communication and analytical skills.

Qualifications

• Post-secondary degree in business or CS with relevant experience.
• 8+ years in technology support including Major Incident and Problem Management.
• Strong knowledge across networks, servers, mainframes, apps.
• ITIL v3 or above certification preferred.
• Major Incident and Problem solving certifications are a plus.

Responsibilities

• Facilitate Major Incident procedures for service-impacting tech incidents.
• Lead multiple technical teams and investigation streams for widespread incidents.
• Coordinate recovery actions with Risk, Disaster Recovery, Business Continuity and senior leaders.
• Manage communications across technology staff, business and executives during Major Incidents.
• Facilitate post-incident reviews and drive continuous improvement.
• Identify incident trends and drive root-cause with Problem Management.

Skills

Crisis management

Communication skills

Problem solving

Analytical skills

Stakeholder collaboration

ServiceNow

Education

Post-secondary degree/diploma in business or computer science

Tools

ServiceNow

ITIL v3+

Job description

Canada Life is seeking a Permanent Full Time leader to drive enterprise Major Incident and Problem Management, ensuring service stability across technology and business units. You will execute the Major Incident Management process in a 7x24 environment, coordinating recovery efforts with Risk, Disaster Recovery, and executive stakeholders.

The ideal candidate has 8+ years in technology support, strong crisis management, and excellent communication and analytical skills.