Drive incident resolution as a Bilingual Incident Management Analyst with a hybrid work approach available across Canada. This role requires expertise in IT service management and communication in both English and French.

As a central player in the Incident Management team, you'll support day-to-day operations and manage high-priority incidents from detection to resolution. Your role involves keeping teams focused during major incidents, drafting bilingual communications for stakeholders, and maintaining accurate incident records. Effective collaboration with vendors will ensure response obligations are met, and you will contribute to continuous process improvement and governance activities.

Key Responsibilities:
• Triage and prioritize incidents based on severity criteria
• Lead major incident bridges and track actions to closure




• Draft bilingual incident communications and updates
• Maintain incident records to audit standards
• Facilitate post-incident reviews and track corrective actions

Requirements:
• Fluent in English and French, written and spoken
• Minimum three years in IT service management or operations
• Understanding of ITIL practices; ITIL 4 certification preferred
• Experience with ServiceNow or similar ITSM platform
• Robust communication skills for stakeholder interactions

Utilize your bilingual skills and IT expertise to contribute effectively to the incident management landscape across Canada.
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📌 Bilingual Incident Management Analyst Canada (Quebec City)
🏢 Odyssey Global
📍 Quebec City