Incident Management Lead

Permanent Full Time. Reporting to the Manager of Incident and Major incident with a dotted line to the Problem Management Lead, your primary role will be executing the enterprise Major Incident Management process for the Canada Life organization. You will contribute to the overall support and stability of Canada Life through the effective and efficient execution of the Incident Management & Problem Management processes.

This role requires advanced knowledge and skills to facilitate efforts in resolving complex issues; leveraging industry knowledge and experience to prioritize service restoration in a multitude of situations where the cause and resolution is not clear. They will be responsible for command‑and‑control activities supporting Major Incident resolution in a 7x24 environment. Working with the team, this role focuses on formalizing best practices for rules of engagement & recovery bridge etiquette, identifying process improvements, enhancing and developing standards/guidelines for both Major Incident and Problem focused accountabilities across Canada Life.

You will collaborate with various technical and business teams in striving for and implementing continual service improvement with our business stability and availability always at the forefront. You will demonstrate the ability to manage in crisis situations while under high stress conditions driving forward the work on resolving highly complex and time‑sensitive issues across the enterprise by leading and facilitating technical recovery teams.

Collaboration and influencing skills are essential to this role. Additionally, expert communication, strong analytical skills, problem‑solving and negotiation skills are required for the successful completion of all activities required. The candidate will be required to liaise with Technology teams, Risk and Senior Executives to ensure process and communications are well understood.

• Your prime responsibility is the day‑to‑day facilitation of the Major Incident teams procedures for service‑impacting technology incidents.
  • They will lead multiple technical teams and streams of investigation for widespread incidents.
  • Depending on the scenario they will engage, collaborate, and coordinate recovery actions with Risk, Disaster Recovery teams, Business Incident Management and Business Continuity as well as engage the Critical Incident Response Team providing updates to senior leaders/executives across technology.
• They will be accountable for communications across technology support staff, business, senior leaders, executives, BU Tech teams and Information security during Major Incidents.
• Facilitate post‑incident/Major Incident Reviews that identify follow‑up action items and focused discussions on recovery best practices, preventative actions and continuous improvement opportunities that will feed into Problem Management follow‑through.
• Accountable for identifying incident trends to identify and implement improvements through Problem Management best practices.
• This role also is responsible for leading organization wide chronic issues; drive root cause and permanent fix in addition to identifying common trends across incident events and recoveries; working alongside Problem Management Specialists to identify root cause.
• This role will lead high Priority problem discussions to facilitate quicker root cause and permanent fix identification.
• May work with the Major Incident & Problem Management Director on the continuous service improvement initiatives across our Incident, Major Incident and Problem Management processes.

• Post‑secondary degree/diploma in business or computer science or an equivalent combination of training and experience
• 8+ years’ experience in working in Technology Support including Major Incident Management performing facilitation of recoveries as well as Incident Management and Problem Management
• Working technical support experience and strong technical acumen; must have a broad knowledge and experience working with various technologies (network, server, mainframe, application, programming language, etc.)
• Able to quickly build and gain the respect and…