Sr Incident Manager

Job Responsibility:

What you'll do

• Management of Major / Critical incidents which has significant business and revenue impact and primarily involving large scale infrastructure issues or high-risk data or application issues. This role would be on call support 24/7 to support the business availability.

• Sending out timely executive communication to executives, service managers and key stakeholders throughout the lifecycle of incidents.

• Managing resolution of major production incidents by leading infrastructure, application and vendor teams and ensuring early recovery of the impacted service.

• Undertake and drive post incident reviews, with the focus on identifying root cause, process and (or) operational improvements

• Advising and consulting with other IT teams on processes relating to Incident Management, Problem Management and Change Management

• Working with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements)

What you bring

• Bachelor's degree in Computer Science or a related technical discipline or the equivalent combination of education, technical certifications/training, or work experience

• Minimum of 3-5+ years of Major Incident Management experience

• Strategic thinker with strong analytical abilities

• Experience working in large Enterprise Environments

• Excellent communication and interactive skills (both verbal and written); must be able to convey conceptual information and ideas to business partners

• The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential

• Ability to communicate incident status quickly and clearly via email in business-friendly language

• The ability to remain calm and create a sense of calm for others during a crisis

• Experience of managing major Incidents in complex IT environment in larger organization (Cloud + On-Premise)

• An understanding and experience of the technology used in a large enterprise is required (i.e. one or more of: Unix / Linux, Windows, storage, networking, databases, IT security, web infrastructure, application support, Cloud computing) and how they interoperate

• Advanced Microsoft Office ability (especially MS Excel, PowerPoint and Project)

• Passion for excellence, strong work ethic and solutions-oriented

• Ability to drive self-directed initiatives - proactively identify when it is necessary to take certain steps and move ahead with confidence

• Highly motivated, creative, self-sufficient, and able to operate effectively without close supervision

• Willingness to work holidays and on-call overnight is a MUST

• ITIL V4 Certificate or training

Nice to Have Skills

• Kepner Tregoe Certification or training is a major plus

• Global exposure working with teams and Demonstrated ability to work with peers in a cross-functional setting

• Experience with ITSM tools with strong understanding of service management principles it supports

We value flexibility. We have adopted a hybrid work model whereby employees use a combination of working in office and virtually in service of outcomes. Each leader is empowered to decide what work is best achieved in person based on the unique needs of their team.

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About Us

Canadian Tire Corporation, Limited (“CTC”) is one of Canada's most admired and trusted companies. With more than 90 Owned Brands, 1,700 retail locations, financial services, exemplary e-commerce capabilities, and exciting market-leading merchandising strategies. We dream big and work as one to innovate with purpose for our customers at every level of our business, investing in new technologies and products, and doubling down on top talent to drive the company forward. We offer competitive salaries and wages to CTC employees, as well as store discounts, supported learning through our Triangle Learning Academy, Canadian Tire Profit Sharing, and retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families, including total well-being, and mental health tools and resources for all employees. Join us in helping to make life in Canada better through living and working our Core Values: we are innovators and entrepreneurs at our core, outcomes drive us, inclusion is a must, we are stronger together and we take personal responsibility. It is an especially exciting time to join CTC and its family of companies where career opportunities are wide-ranging! Join us, where there's a place for you here.

Our Commitment to Diversity, Inclusion and Belonging

We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.

Accommodations

We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.