Incident Management Lead

The Canada Life Assurance Company • Toronto, ON

1d • CA$85,200 - CA$135,200 • Hybrid

About The Position

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. As a dynamic, highly motivated and energetic team member, 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, identify process improvements, enhance and develop 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 liaison with Technology teams, Risk and Senior Executives to ensure process and communications are well understood.

Requirements

• 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 cooperation of both technology support staff and technology leaders.
• Strong organizational skills
• Strength in building partnerships; working collaboratively with a variety of skills and levels with strong problem solving and analytical skills.
• Proven ability to manage in crisis situations and work under high stress conditions in a 24x7 support environment
• Possess expert communication skills, both written and verbal including writing executive level communications and status reviews
• Adaptable to changing requirements in a fast-moving environment

Nice To Haves

• Relevant experience in insurance, banking and/or financial industry would be an asset
• ITIL V3 or above
• Major Incident Management, Problem solving and decision-making certifications an asset.
• Knowledge of working with and reporting requirements across our regulators such as OSFI
• Proficiency with ServiceNow is a definite asset

Responsibilities

• Day-to-day facilitation of the Major Incident teams procedures for service-impacting technology incidents.
• Lead multiple technical teams and streams of investigation for widespread incidents.
• 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.
• 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.
• 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.
• 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.

Benefits

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
• Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.
• Financial Security: Company-matching pension plan, share ownership program and additional investment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree