IT Major Incident Manager

Position Overview

We are currently seeking a Major Incident Manager to join our IT Operations team. In this role, you will be responsible for monitoring and maintaining the health of critical technology services, leading the resolution of major incidents, and ensuring business operations remain resilient and available. Acting as a central coordination point during service disruptions, you will drive timely communication, stakeholder engagement, and cross-functional collaboration to minimize business impact and restore services as quickly as possible.

How to thrive in this role?

• You excel in a fast-paced environment, possess strong IT operations and ITIL knowledge, and can effectively bridge technical and business conversations
• You are skilled at coordinating teams during high-pressure situations, communicating with stakeholders at all levels, and identifying opportunities to improve service reliability and operational efficiency
• In this role, you must be able to work on rotation outside of normal business hours (weekend shifts, holidays, & evenings) as our team’s coverage is 24 hours a day, 7 days a week, 365 days a year.

What are your contributions to the team?

• Take end to end ownership of Major Incidents impacting Bombardier environment, coordinating with resolution technology teams and establishing effective communication
• Lead, facilitate, and chair all investigation conference calls dedicated to prompt resolution of Major Incidents and send regular communications to the stakeholders
• Collaborate with infrastructure, application, cloud, and other support teams to improve service availability, monitoring effectiveness, and operational performance.
• Take actions to achieve reductions in frequency and duration of Major incidents that impact IT availability. Audit and ensure ticket compliance per ITIL and Major Incident Management best practices
• Drive proactive monitoring, event management, and continuous service improvement initiatives to reduce business-impacting incidents and improve service reliability across the enterprise.
• Identify recurring operational issues and work with resolver groups to implement preventive and corrective actions. 
• Drive automation initiatives to improve operational efficiency and accelerate incident response.
• Support automation, self-healing, and operational efficiency initiatives to reduce manual effort and improve service reliability.
• Participate in MORs, DMMs, operational readiness, health checks, and service risk assessments.
• Maintain operational runbooks, SOPs, dashboards, escalation matrices, and knowledge articles to support effective service restoration and operational readiness.

How to thrive in this role?

• You have a Bachelor Degree in Engineering, Computer Science, or relevant technical discipline. 
• You have at least 8 years of experience working in IT Operations, Command Center, NOC, Major Incident Management, or Service Management environments.
• You have ITIL Foundation Certification.
• You have strong knowledge of ITIL Event, Incident, Problem, and Change Management processes and ServiceNow, especially ServiceNow Incident Management module. 
• You have strong analytical skills with experience interpreting operational metrics, trends, and KPIs.
• You have good understanding of multi-tiered IT infrastructure environments, including routers, switches, physical/virtual servers, storage arrays, active directory, and APIs.
• Good knowledge of computer systems, integration and architecture principles, and how interconnected technologies support critical business processes.
• Experience in IT support and operational management, including coordinating service restoration and managing high-impact incidents.
• Experience with automation, workflow orchestration, or operational process improvement is considered an asset. 
• Knowledge of enterprise monitoring and observability tools (Datadog, ManageEngine, Ignio, etc.).
• You have outstanding written and verbal communications skills in English; proficiency in French is an asset. 
• You have expertise in Microsoft Teams, Co-Pilot, and Microsoft Office 365.

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