Major Incident Manager

TechClub Inc; Mississauga; On-site; CAD 80,000 - 110,000; Full time

Job summary

TechClub Inc in Mississauga is seeking an experienced Major Incident Manager (MIM) to oversee and coordinate the resolution of critical IT incidents. The ideal candidate will have a strong background in Incident Management, ITIL processes, and stakeholder communication.

This role requires leading Major Incidents from start to finish, facilitating communication among technical teams, and ensuring timely updates to leadership regarding incident progress.

Qualifications

• Strong experience in Incident Management.
• Knowledge of ITIL processes and methodologies.
• Ability to communicate effectively with stakeholders.

Responsibilities

• Lead and manage Major Incidents (P1/P2) from identification through resolution.
• Act as the central point of coordination during critical production incidents.
• Facilitate incident bridge calls (war rooms) involving technical teams.

Skills

Incident Management

ITIL processes

Stakeholder communication

Service restoration

Root cause analysis

Job description

We are seeking an experienced Major Incident Manager (MIM) to lead and coordinate the resolution of critical IT incidents impacting business operations. The ideal candidate will have strong experience in Incident Management, ITIL processes, stakeholder communication, service restoration, and driving root cause analysis in a 24x7 production environment.

Key Responsibilities

• Lead and manage Major Incidents (P1/P2) from identification through resolution.
• Act as the central point of coordination during critical production incidents.
• Facilitate incident bridge calls (war rooms) involving technical teams, vendors, and business stakeholders.
• Ensure timely communication of incident status, business impact, and recovery progress to leadership and stakeholders.
• Coordinate cross-functional teams including Infrastructure, Network, Application Support, Cloud Operations, and Security team.