Major Incident Manager

Gemini Solutions Pvt Ltd; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Major Incident Manager to oversee critical incidents and ensure effective resolution. In this dynamic role, you will validate incidents, manage communications, and lead technical calls, all while working in a fast-paced environment. Your expertise in incident management and ability to remain calm under pressure will be key to driving success. Join a forward-thinking company that values your contributions and offers opportunities for growth within the IT services sector. If you thrive in challenging situations and have a passion for technology, this role is perfect for you.

Qualifications

• 3-5 years of relevant experience in incident management.
• Bachelor's degree in a related field or equivalent work experience.

Responsibilities

• Validate major incidents and drive them to resolution.
• Ensure communication throughout the incident lifecycle.
• Document key events and manage technical calls effectively.

Skills

Communication Skills

Incident Management

Problem Solving

Technical Call Management

Leadership

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in IT

Bachelor’s degree in MIS

Tools

ServiceNow

Dynatrace

Splunk

Grafana

Job description

Gemini Solutions Pvt Ltd provided pay range

This range is provided by Gemini Solutions Pvt Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$80,000.00/yr - CA$100,000.00/yr

Senior Executive HR L2 | Bachelor of Technology in Information Technology

Job Location: Toronto, Canada/Remote

Job Type: Full Time

Immediate Interview

Major Areas of Accountability:

As a Major Incident Manager, you will be responsible for, but not limited to:

• Validate all proposed major incidents to determine impact on business operations and IT services
• Drive all major Incidents to resolution and ensure accurate and timely communications throughout the incident lifecycle
• Ensure that the correct technical or business resources are engaged and working on the resolution for all major incidents and identify when escalations are required to ensure timely mitigation of all incidents
• Ensure the Major Incident procedures and process are followed, and all postmortems are created to capture key details for leadership and the problem management team
• Capture and document a timeline of all key events through the technical call
• Craft and publish branch communications describing the current outage and impacts expected
• Manage the technical call to ensure updates are provided and key details are communicated when necessary
• Identify workstreams and capture outcomes via incident tasks within ServiceNow

Position Requirements:

• Bachelor’s degree in Computer Science, IT, MIS, or related field; or equivalent work experience
• 3-5 years of relevant experience
• Excellent communication skills, both verbal and written
• Experience supporting and managing technical calls, and demonstrated ability to work in a fast pace highly dynamic environment
• Ability to communicate confidently and clearly on technical calls, and provide updates to all levels of leadership to help drive critical decisions
• Ability to remain calm, think clearly, and lead a large group of resources in stressful situations

Preferred Qualifications:

• Extensive professional experience in incident management and understanding of incident management best practices and skills
• Proven organizational skills to successfully lead and influence cross-functional teams without a direct line of authority
• Experience working with monitoring tools such as, Dynatrace, Splunk, Grafana
• Experience working in the financial services industry or other similar, highly regulated environment
• ITIL Foundations certification is a plus

Experience working in the ServiceNow Platform

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Finance

Industries

IT Services and IT Consulting