Major Incident Management Specialist (ITSM, MIM, IRT, ITIL)

Role: ITSM- MIM/IRT - Major Incident Management Lead
Qty: 2
Location: 2300 Meadowvale Boulevard, Mississauga, ON, L5N 5P9 - HYBRID: 3 days a week in office

Position Overview:
• We are looking for a detail-oriented and dynamic Major Incident Management Specialist to join our team.
• This role is critical in ensuring the swift resolution of major incidents that impact business operations.
• The ideal candidate will be responsible for:
• Coordinating and driving major incident calls
• Acting as a scribe during these calls
• Managing communications to all relevant stakeholders
• The role requires a quick thinker who can handle high-pressure situations with poise and professionalism.

Key Responsibilities:

Incident Coordination and Management:
• Lead and drive major incident calls to ensure effective incident resolution.
• Coordinate with technical teams, stakeholders, and management to prioritize and resolve incidents swiftly.
• Ensure that all necessary resources are engaged and focused on resolving incidents.

Scribe Duties:
• Act as the scribe during major incident calls, accurately documenting all discussions, decisions, and actions taken.
• Maintain a detailed and organized incident log throughout the lifecycle of the incident.
• Provide timely updates to the incident log and ensure it is accessible to relevant parties.

Communication Management:




• Develop and disseminate clear and concise communications to stakeholders regarding the status and resolution of major incidents.
• Ensure all communications are timely and tailored to the needs of different audiences, including:
• Executives
• Technical teams
• Business units
• Manage and update communication templates and protocols to ensure consistency and clarity.

Post-Incident Review:
• Facilitate post-incident review meetings to analyze incident management effectiveness and identify areas for improvement.
• Document lessons learned and recommend process improvements to enhance future incident response.

Monitoring and Reporting:
• Track and report on major incident metrics, trends, and outcomes.
• Provide regular updates to management on:
• Incident status
• Resolution efforts
• Areas of concern

Continuous Improvement:
• Identify opportunities to improve the major incident management process and implement best practices.
• Stay updated on industry trends and advancements in incident management methodologies.

Qualifications:
• Minimum 7 years of experience in Major Incident Management role.
• Strong understanding of ITIL processes and best practices for incident management.
• Excellent communication and interpersonal skills, with the ability to convey complex information clearly.
• Proven ability to work effectively under pressure and manage multiple priorities.
• Exceptional attention to detail and organizational skills.
• Certification in ITIL or other relevant IT service management frameworks is a plus.

📌 ITSM Lead (Mississauga)
🏢 Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
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