Incident Manager

Long View Systems • Edmonton, AB

31d • $80,455 - $105,598

About The Position

A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 89% of Long View team members rated Long View as a good or great place to work!

Are you passionate about technology and working for a company that values their employees?
We are looking for a knowledgeable Incident Manager for our Calgary, Edmonton, Toronto, or Vancouver branches to support our clients with utilizing strong technical, incident management, and leadership skills to support our large enterprise clients. This role will ensure high-priority incidents are resolved effectively, following ITIL best practices, and in alignment with client-specific requirements!

Requirements

• 5+ years combined experience in incident management
• Experience coordinating issues between all business units from technical support to corporate executives
• Experience conducting root cause analysis, documenting findings, and designing plans to rectify issues
• Strong facilitation skills
• Excellent organizational and project management skills, including the ability to organize time, work on multiple tasks, and follow tasks and projects through to completion, while keeping all interested parties properly updated
• Strong knowledge of ITIL, preferably advanced training

Nice To Haves

• Six Sigma, The Five Whys, ITIL Problem Management or other notable problem management identified training considered an asset

Responsibilities

• Own the Major Incident Management process and provide 24x7x365 availability for high-priority incident escalations
• Utilize ServiceNow for incident tracking, updates, and resolution
• Follow the Client’s Process Execution Document (PED) for incident management
• Initiate and manage a dedicated Major Incident Bridge for coordination, ensuring all relevant stakeholders are notified and engaged
• Record and document all major incident meetings, ensuring accurate and high-quality work notes in ServiceNow
• Own Major Incident reviews and follow-up process and reporting
• Develop Service Impact Notifications (SIN) and ensure timely communication with stakeholders
• Ensure incidents are resolved to the satisfaction of impacted users/customers before closure
• Provides Incident Management process training to Long View resources as needed
• Ensures incident management workflow is optimal and in line with Long View operational objectives
• Develop, monitor and optimize Incident Management metrics in order to ensure the usefulness, effectiveness and value of the Incident Management program

Benefits

• Great people and culture
• RSP Plan
• Comprehensive benefits package from day one
• Recognition programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees