Canada Major Incident Management Lead

Position: Canada Life Major Incident Management Lead
Enhance operational stability as a Major Incident Management Lead at Canada Life. Focus on executing Major Incident Management processes to navigate service-impacting technology incidents effectively.

In this role, you will report to the Manager of Incident and Major Incident, collaborating closely with the Problem Management Lead. Your extensive experience in Technology Support and strong technical acumen will be critical in leading diverse technical teams through high-pressure incidents, identifying process improvements, and facilitating recovery actions. The emphasis on crisis management and collaboration will drive continuous service improvement across Canada Life.

Key Responsibilities:

• Facilitate Major Incident procedures for service-impacting incidents

• Lead technical teams and coordinate responses across various stakeholders

• Communicate updates to technology support staff and executives

• Conduct post-incident reviews for continuous improvement

• Identify trends and implement Problem Management best practices

Requirements:

• 8+ years of Technology Support experience

• Strong analytical and problem-solving skills

• Expert communication abilities, both written and oral

• ITIL V3 certification preferred

• Experience with Service Now is an asset

Lead efforts in incident resolution while improving Canada Life's service delivery and team collaboration.
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