Incident Manager

Role Overview

We are seeking an Incident Manager to join our team remotely from Canada. This role focuses on effectively managing major incidents in IT environments, ensuring smooth communication and coordination across teams for rapid incident resolution.

Key Responsibilities

• Operate during nontraditional hours aligned with Eastern Standard Time (EST).
• Lead and manage major incident calls and bridges, coordinating participants and emphasizing restoration actions.
• Distribute clear and concise summaries, impact reports, and status updates of major incidents to diverse audiences at various organizational levels.
• Monitor incident and issue trends to identify recurring problems or systemic issues.
• Collaborate with internal IT teams and external vendors or consultants to resolve incidents efficiently.

Skills and Expertise Required

• Minimum four years of experience managing major incidents.
• Comprehensive knowledge of IT Service Management (ITSM) processes including Incident, Problem, and Change Management.
• Strong written communication skills to produce precise and effective documentation.
• Good verbal communication skills for clear interaction during incident management.
• Familiarity with industry-standard technologies such as networking, cloud infrastructure, and application support.
• Proficiency using Microsoft Office suite and collaboration applications.
• Ability to multitask and adapt flexibly to changing situations.

Additional Information

We promote equal employment opportunities and consider all qualified applicants regardless of race, color, religion, gender identity, sexual orientation, national origin, citizenship, age, disability, genetic information, veteran status, or any other protected status as per applicable laws.

Please note the requirement to work flexible hours compatible with the EST timezone.