Major IT Incident Management Advisor

Desjardins Group; Lévis; On-site; CAD 30,000 - 60,000; Full time

Job summary

A major financial services organization in Canada is seeking an experienced IT Incident Management Advisor. The role requires overseeing and managing IT incidents, ensuring compliance with ITIL processes, and effectively communicating with stakeholders. With a focus on incident resolution and continuous improvement, the ideal candidate has at least six years of relevant experience, a bachelor's degree, and ITIL certification. The company offers a competitive salary, annual bonus, and various employee benefits including flexible vacation and a defined benefit pension plan.

Benefits

Competitive salary and annual bonus

4 weeks of flexible vacation

Defined benefit pension plan

Group insurance including telemedicine

Reimbursement of health and wellness expenses

Qualifications

• Minimum of six years of relevant experience in IT incident management or as a technical expert.
• Experience in drafting executive summaries and processes.
• ITIL v3 or v4 certification is required.

Responsibilities

• Oversee and manage IT incidents effectively.
• Write reports on major incidents and findings.
• Ensure compliance with Desjardins Technology Group rules.

Skills

Incident management

Communication

Problem analysis

Stakeholder management

ITIL processes

Bilingual French and English

Education

Bachelor's degree in a related field

Tools

ITSM tools

Job description

Overview

As a major IT incident management advisor, you help oversee, manage activities and resolve IT incidents. You lead and act as an expert in incident resolution with different stakeholders. The nature of these projects requires in-depth knowledge of IT and ITIL processes. You will communicate clearly and effectively with the community, identify and analyze causes and triggers, establish diagnoses and make recommendations for incident review and major problem management. You’re an ambassador for the incident management process. You’ll help maintain and comply with processes.

Responsibilities

• Play an important role in IT environment stability
• Write reports on issues, findings and optimization following major incidents
• Update the process in line with market best practices and ITIL, and document the role and process
• Ensure that the actions taken in the event of an incident comply with Desjardins Technology Group rules and inform the Compliance Team of any non‑compliant situations
• Support management in developing the strategy to update the role through Desjardins Technology Group

What we offer

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment

What you bring to the table

• Bachelor's degree in a related field
• A minimum of six years of relevant experience
• Please note that other combinations of qualifications and relevant experience may be considered
• Experience as an incident manager or technical expert
• Experience drafting executive summaries and processes
• ITIL v3 or v4 certification
• Knowledge of French is required
• Advanced proficiency of English due to the nature of the duties or work tools or because the position involves interactions with English‑speaking partners, members and/or clients
• Advanced knowledge of ITSM tools
• Advanced knowledge of ITIL processes
• 24/7 availability on rotation with compensation, to respond to major incidents in your sector

Trade Union (If applicable)

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

Job Family

Information technology (FG)