Job description
Major Incident Management Specialist (ITSM, MIM, IRT, ITIL) Role: ITSM- MIM/IRT
- Major Incident Management Lead Qty: 2 Location: 2300 Meadowvale Boulevard, Mississauga, ON, L5N 5P9
- HYBRID: 3 days a week on-site Position Overview:
- We are looking for a detail-oriented and dynamic Major Incident Management Specialist to join our team.
- This role is critical in ensuring the swift resolution of major incidents that impact business operations.
- The ideal candidate will be responsible for:
- Coordinating and driving major incident calls
- Acting as a scribe during these calls
- Managing communications to all relevant stakeholders
- The role requires a quick thinker who can handle high-pressure situations with poise and professionalism.
Key Responsibilities
Incident Coordination and Management:
- Lead and drive major incident calls to ensure effective incident resolution.
- Coordinate with technical teams, stakeholders, and management to prioritize and resolve incidents swiftly.
- Ensure that all necessary resources are engaged and focused on resolving incidents. Scribe Duties:
- Act as the scribe during major incident calls, accurately documenting all discussions, decisions, and actions taken.
- Maintain a detailed and organized incident log throughout the lifecycle of the incident.
- Provide timely updates to the incident log and ensure it is accessible to relevant parties. Communication Management:
- Develop and disseminate clear and concise communications to stakeholders regarding the status and resolution of major incidents.
- Ensure all communications are timely and tailored to the needs of different audiences, including:
- Executives
- Technical teams
- Business units
- Manage and update communication templates and protocols to ensure consistency and clarity. Post-Incident Review:
- Facilitate post-incident review meetings to analyze incident management effectiveness and identify areas for improvement.
- Document lessons learned and recommend process improvements to enhance future incident response. Monitoring and Reporting:
- Track and report on major incident metrics, trends, and outcomes.
- Provide regular updates to management on:
- Incident status
- Resolution efforts
- Areas of concern Continuous Improvement:
- Identify opportunities to improve the major incident management process and implement best practices.
- Stay updated on industry trends and advancements in incident management methodologies.
Qualifications
- Minimum 7 years of experience in Major Incident Management role.
- Strong understanding of ITIL processes and best practices for incident management.
- Excellent communication and interpersonal skills, with the ability to convey complex information clearly.
- Proven ability to work effectively under pressure and manage multiple priorities.
- Exceptional attention to detail and organizational skills.
- Certification in ITIL or other relevant IT service management frameworks is a plus.