Major Incident Coordinator

CAE; Montreal (administrative region); On-site; CAD 80,000 - 110,000; Full time

Benefits offered by this job

Flexible working environment

Collaborative workplace

Innovative culture

Competitive benefits

Job summary

CAE in Montreal is seeking an Incident Manager to lead major IT incidents and coordinate across on-call teams for fast service restoration in a high-stakes environment.

You will leverage ITIL processes, ServiceNow ITSM, and strong stakeholder communication to minimize impact and drive continuous improvement.

Qualifications

• 2–3 years of experience in IT Operations or Incident Management.
• Experience managing major incidents.
• General IT knowledge.
• Bachelor’s degree in IT or related field.
• ITIL 4 Foundation certification.
• Understanding of ITIL Incident and Major Incident processes.
• Experience with ServiceNow ITSM.
• Strong analytical and problem-solving skills.
• Ability to coordinate multiple stakeholders.
• Ability to work under pressure and manage priorities.
• Leadership and decision-making skills.

Responsibilities

• Lead and coordinate major incidents (P1/P2).
• Participate in 24/7 on-call rotation.
• Assess incident priority and business impact.
• Lead major incident bridge calls.
• Coordinate technical teams and stakeholders.
• Drive service restoration efforts.
• Communicate with stakeholders and leadership.
• Act as liaison between Service Desk, IT teams and business stakeholders.
• Escalate incidents when required.
• Ensure full documentation of incidents.
• Validate resolution before closure.
• Support emergency changes.
• Ensure handoff to Problem Management.
• Lead post-incident reviews.
• Drive continuous improvement initiatives.
• Maintain knowledge base and procedures.

Skills

Incident management

Stakeholder coordination

Analytical skills

Leadership

Problem solving

Work under pressure

Education

Bachelor’s degree in IT or related field

ITIL 4 Foundation certification

Tools

ServiceNow ITSM

Job description

Our Technology & Product Development teams transform bold ideas into immersive, world-class solutions. From VR/AR solutions to cutting-edge flight simulation, you’ll work alongside brilliant minds in a rewarding and supportive environment with opportunities to learn and grow every day. With a career that blends flexibility, creativity, and impact, you’ll play a vital role in driving next-generation tech solutions for the moments that matter most.

Job Description

At CAE, our Technology & Product Development team is shaping the future through immersive systems and advanced technologies that enhance safety and readiness worldwide.

From VR/AR solutions to cutting-edge simulation systems, you will work in a collaborative and dynamic environment.

In this role, you will be responsible for managing major incidents, ensuring rapid service restoration and effective coordination across IT teams.

Duties & Responsibilities

• Lead and coordinate major incidents (P1/P2).
• Participate in 24/7 on-call rotation.
• Assess incident priority and business impact.
• Lead major incident bridge calls.
• Coordinate technical teams and stakeholders.
• Drive service restoration efforts.
• Communicate with stakeholders and leadership.
• Act as liaison between Service Desk, IT teams and business stakeholders.
• Escalate incidents when required.
• Ensure full documentation of incidents.
• Validate resolution before closure.
• Support emergency changes.
• Ensure handoff to Problem Management.
• Lead post-incident reviews.
• Drive continuous improvement initiatives.
• Maintain knowledge base and procedures.

Minimum Qualifications

• 2–3 years of experience in IT Operations or Incident Management.
• Experience managing major incidents.
• General IT knowledge.

Preferred Qualifications

• Bachelor’s degree in IT or related field.
• ITIL 4 Foundation certification.
• Understanding of ITIL Incident and Major Incident processes.
• Experience with ServiceNow ITSM.
• Strong analytical and problem-solving skills.
• Ability to coordinate multiple stakeholders.
• Ability to work under pressure and manage priorities.
• Leadership and decision-making skills.

CAE offers

• Flexible and modern working environment
• Collaborative workplace
• Innovative culture
• Competitive benefits

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About CAE

At CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we’ve driven innovation in simulation, training, and mission readiness to support critical operations worldwide. By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more sustainably. Join a purpose-driven organization where bold ideas are encouraged, collaboration drives progress, and your growth fuels our shared success.

Position Type

Regular

Equal Opportunity & Accommodations

CAE is committed to providing equal opportunities to all applicants, regardless of race, nationality, color, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity, veteran status, age, or other characteristics protected by law. We encourage applicants who may not meet every qualification to apply. Reasonable accommodations are available—contact your recruiter or email [e-mail] if needed.

Data Privacy

Privacy Statement | CAE

As part of our process, we may use AI‑supported tools to help review applications, with human decision‑making at every step. CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.