ITSM Lead

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.