Job Description
Client has implemented formal IT Operations Management practices based on ITIL® framework processes, including Incident, Problem, Change, and Configuration Management. These practices support the stability, reliability, and continuous improvement of a complex global technology environment.
The Major Incident and Problem Management Manager will be part of a dedicated team of professionals responsible for leading the response to technology disruptions and driving resolution through structured incident and problem management practices. The successful candidate will play a critical role in coordinating technical teams, facilitating communication, and ensuring incidents and problems are resolved efficiently while minimizing business impact.
Key Responsibilities: The successful candidate will:
- Ensure incidents are managed through to resolution as quickly as possible through effective coordination of resources, appropriate escalation, and facilitation of meetings.
- Ensure problems are managed through to resolution using structured problem management practices, effective coordination, and stakeholder engagement.
- Collaborate with IT service owners and support teams to conduct root cause analysis, develop corrective action plans, and drive completion of remediation activities.
- Identify opportunities to enhance and mature Incident and Problem Management processes through reviews, lessons learned, and continuous improvement initiatives.
- Facilitate post-incident and problem review meetings, document outcomes, and develop implementation plans to mitigate future risks.
- Develop, document, and implement new or revised procedures based on operational findings, performance metrics, and process improvement opportunities.
- Maintain a comprehensive understanding of technology operations, service delivery processes, and supporting infrastructure.
- Track and communicate incident and problem management metrics, trends, and recommendations to stakeholders and leadership.
Qualifications and Experience: The successful candidate will possess:
- A minimum of six (6) years of experience in incident management, problem management, root cause analysis, or a related IT operations function.
- A minimum of ten (10) years of experience utilizing negotiation, influencing, facilitation, and stakeholder management skills within business or IT environments.
- Strong organizational, planning, analytical, and problem-solving skills.
- ITIL Foundation certification and practical knowledge of IT Service Management practices, with a strong focus on Incident and Problem Management.
- Exceptional attention to detail and the ability to identify, analyze, and resolve complex issues.
- Strong technical aptitude and an understanding of IT service delivery and operational support functions.
- The ability to translate complex technical concepts into clear, organized, and actionable information for diverse audiences.
- Excellent verbal and written communication skills, including experience presenting and facilitating discussions with technical and non-technical stakeholders.
- Experience working with modern enterprise technologies, including system support, administration, or solution design.
- Demonstrated success implementing process improvements and driving operational efficiencies.
- Proven ability to build collaborative relationships with business stakeholders, technology teams, vendors, and leadership at all organizational levels.
- Strong interpersonal skills with experience engaging engineers, architects, developers, operational teams, and senior leaders.
- The ability to effectively manage relationships and navigate challenging situations in a fast-paced environment.
- The ability to remain calm and make sound decisions under pressure during critical incidents.
- A positive, proactive, and customer-focused approach.
- Experience using ServiceNow or other IT Service Management (ITSM) platforms.
Additional Requirements
Availability to support North American business hours.
Participation in a rotating on-call schedule to support critical incidents outside of regular business hours.
Ability to work effectively within an agile and collaborative work environment.
Preferred Qualifications: The following qualifications would be considered assets:
- Strong experience in IT Service Management, including Incident, Problem, and Change Management.
- Familiarity with enterprise-scale business applications, technology platforms, and support models.
- Intermediate proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
- Experience working in large, complex, and highly regulated technology environments.