Major Incident Manager

US Tech Solutions; Lévis; On-site; CAD 75,000 - 110,000; Full time

Job summary

A leading company in global staff augmentation is seeking a Major Incident Manager for a contract position of 6-12 months. The successful candidate will be responsible for coordinating critical incidents, ensuring timely resolution, and managing stakeholder communication. Ideal candidates will possess significant experience in incident management and lead the entire P1 incident management process.

Qualifications

• Many years of experience as Major Incident Manager.
• Ability to lead the end-to-end management of P1 critical incidents.
• Experience with coordination and communication across stakeholders.

Responsibilities

• Coordinates activities for Critical Incidents and manages day-to-day activities in the Incident Management process.
• Acts as the escalation point for timely incident resolution and ensures process adherence.
• Analyzes process performance and delivery metrics.

Skills

Incident Management

Service Desk Management

Critical Incidents

Root Cause Analysis

Escalation Management

Education

Bachelor’s Degree or equivalent Experience

Job description

Duration : 6-12+ Months Contract with possible extension

Job Description :

• French speaking, on-call, Major Incident Management,
• Coordinates all required activities for Critical Incidents.
• Manages, coordinates, and monitors day to day activities necessary to move forward within the Incident Management process for a given Service domain :
• Assigns resources to ensure workload balancing to meet service level commitments.
• Monitors and examines work queues for Incidents in jeopardy of missing service agreements. Escalation point to ensure timely incident resolution.
• Delivery liaison for Process Account Lead and High Priority Incident Manager.
• Manages team performance of the Incident Management process.
• Accountable for process adherence in their area of responsibility.
• Assists the team in moving an Incident through resolution.
• Monitors Service delivered by the team for all customers being served.
• Analyses the process performance and delivery metrics.

Required Skills & Experience :

• Many years of experience as Major Incident Manager
• Monitors Service delivered by the team for all customers being served.
• Major incident management-lead the end to end management of P1 critical incietn, ensuring rapid resolution and effective communication on the bridge / conference call with multiple vendors and delivery teams using “whiteboard”, ensuring timely communication to leadership and client;
• Coordination and Communication – act as the central point of contact for all stakeholders including technical teams, vendors, leadership and client;
• Escalation Management – ensure appropriate escalation paths are followed to involve necessary technical and leadership teams;
• Root Cause Analysis (RCA) – drive post-incident reviews to identify root causes, lessons learned and preventive measures
• Documentation – maintain clear, accurate incident records and timelines for audit and reporting purposes
• Continuous Improvement – identify process gaps, recommend improvements to leadership and support proactive incident reduction strategies
• Adaptability – willingness to be coached, mentor and adaptable to change.

Skills :

Incident Management, Service Desk Management, Critical Incidents, Root Cause Analysis, Escalation Management

Education :

• Bachelor’s Degree or equivalent Experience

About US Tech Solutions :

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Email :

Internal Id : 25-32537

Create a job alert for this search