IT Incident Coordinator

iA Financial Group•Montreal, QC

4d•Hybrid

About The Position

The internal title will be Scrum Master. Build the Future with Us Are you passionate about ensuring the continuity of technology services and eager to contribute to an organization whose purpose is to help clients feel confident and secure about their future? As an IT Incident Coordinator, you will play a key role in coordinating, managing, and communicating during incidents affecting the organization’s technology services, ensuring the rapid restoration of services while minimizing business impacts. This position offers an excellent opportunity to showcase your coordination, communication, and problem-solving skills while effectively mobilizing teams involved in incident resolution. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation.

Requirements

Holds a bachelor’s degree in Computer Science, Information Technology, or a related field.
Has experience in operations, application support, infrastructure, or IT service management.
Has experience coordinating major incidents or working in operational management.
Is recognized for strong coordination skills, effective priority management, and the ability to provide leadership in crisis situations.
Demonstrates excellent verbal and written communication skills and the ability to make timely decisions under pressure.
Stands out for a strong customer focus, problem-solving abilities, and knowledge of ITIL practices, including incident, problem, and change management.
Possesses an intermediate level of proficiency in both French and English. An intermediate level of English is required, as the incumbent will be required to communicate with unilingual English-speaking suppliers and partners across Canada through emails and phone calls, representing approximately 15% of their time.

Responsibilities

Taking ownership of and coordinating major and critical incidents.
Assessing the impact, urgency, and priority of incidents and initiating escalation procedures when required.
Coordinating support, operations, infrastructure, and development teams involved in incident resolution.
Leading incident bridges and crisis response teams, assigning actions to technical teams, and maintaining an overall view of incident progress.
Preparing and distributing incident start, status update, and resolution communications to relevant stakeholders.
Participating in root cause analyses, identifying trends, and contributing to problem management activities to prevent incident recurrence.
Ensuring adherence to ITSM/ITIL practices, contributing to process improvements, and participating in preparedness exercises and post-incident reviews.