Major IT Incident Management Advisor

Desjardins • Montreal, QC

3d • Hybrid

About The Position

As a major IT incident management advisor, you help oversee, manage activities and resolve IT incidents. You lead and act as an expert in incident resolution with different stakeholders. The nature of these projects requires in-depth knowledge of IT and ITIL processes. You will communicate clearly and effectively with the community, identify and analyze causes and triggers, establish diagnoses and make recommendations for incident review and major problem management. You’re an ambassador for the incident management process. You’ll help maintain and comply with processes.

Requirements

• Bachelor's degree in a related field
• A minimum of six years of relevant experience
• Experience as an incident manager or technical expert
• Experience drafting executive summaries and processes
• ITIL v3 or v4 certification
• Knowledge of French is required
• Advanced proficiency of English due to the nature of the duties or work tools or because the position involves interactions with English-speaking partners, members and/or clients
• Advanced knowledge of ITSM tools
• Advanced knowledge of ITIL processes
• 24/7 availability on rotation with compensation, to respond to major incidents in your sector
• Action oriented
• Customer Focus
• Differences
• Interpersonal Savvy
• Nimble learning
• Strategic mindset

Nice To Haves

• Other combinations of qualifications and relevant experience may be considered

Responsibilities

• Play an important role in IT environment stability
• Write reports on issues, findings and optimization following major incidents
• Update the process in line with market best practices and ITIL, and document the role and process
• Ensure that the actions taken in the event of an incident comply with Desjardins Technology Group rules and inform the Compliance Team of any non-compliant situations
• Support management in developing the strategy to update the role through Desjardins Technology Group

Benefits

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• Defined benefit pension plan that provides predictable, stable income throughout retirement
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment

What This Job Offers

• Job Type: Full-time
• Career Level: Senior