"Qualifications:

- Minimum 10 years of experience in Major incident management role.
- Solid 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.

Key Responsibilities

- Change Management Governance
- Own and manage the end-to-end IT Change Management process in alignment with ITIL best practices.
- Review, assess, and classify change requests based on risk, impact, urgency, and business criticality.
- Ensure all changes are properly documented, evaluated, tested, approved, implemented, and closed.
- Maintain compliance with organizational policies, regulatory requirements, and audit standards.
- Change Advisory Board (CAB) Management
- Organize, facilitate, and lead Change Advisory Board (CAB) meetings.
- Coordinate with stakeholders, technical teams, business units, and leadership to review and approve change activities.
- Ensure appropriate representation and participation in CAB discussions.
- Document CAB decisions, actions, approvals, and exceptions.
- Change Planning and Coordination
- Coordinate implementation schedules to avoid conflicts and minimize business impact.
- Work closely with infrastructure, application, security, network, and support teams to ensure successful change execution.
- Manage the Forward Schedule of Changes (FSC) and communicate planned activities to stakeholders.
- Monitor high-risk and major changes throughout their lifecycle.




- 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, and 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, and 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."

📌 ITSM Change Manager (Mississauga)
🏢 Zodiac Solutions
📍 Mississauga