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 on-site

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 transparent 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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