IT Incident and Problem Manager

Description du poste

Position Description:

IT Incident & Problem Management Advisor

Work Model: Hybrid (minimum 2 days per week onsite)

Are you motivated by challenges and looking to grow in a dynamic environment where professional development is encouraged? Join a collaborative team that values innovation, continuous improvement, and operational excellence.

As an IT Incident & Problem Management Advisor, you will play a key role in coordinating and resolving major incidents to minimize business impact. You will be responsible for managing escalations, communicating with stakeholders, and driving problem management activities, including root cause analysis and continuous improvement initiatives.

Vos futures tâches et responsabilités

Gestion des incidents

• Coordinate the rapid restoration of services to minimize operational impact.
• Assess and analyze the impact of incidents and service disruptions.
• Mobilize the appropriate teams and resources to resolve incidents within expected timelines.
• Monitor and coordinate incident resolution activities through to closure.
• Manage functional and management escalations as required.
• Ensure the appropriate support teams are engaged and actively working toward resolution.
• Provide timely and accurate updates to stakeholders.
• Organize and facilitate incident bridge calls involving multiple teams when necessary.
• Confirm resolution with end users or support teams.
• Coordinate handoffs and continuity when incident resolution spans multiple shifts.

Gestion des problèmes

• Initiate and coordinate incident reviews.
• Manage the problem management process from identification through resolution.
• Identify recurring issues and drive root cause analysis activities.
• Facilitate formal and informal problem review meetings.
• Produce trend analysis reports and performance metrics related to incidents and problems.
• Ensure incidents and problems are properly documented in ticketing systems (Jira, ITSM platforms, etc.).
• Identify opportunities for process improvement and contribute to operational excellence initiatives.
• Measure and analyze key performance indicators such as Mean Time to Resolution (MTTR), SLA compliance, and incident recurrence.

Exigences

Change Management

• Identify changes that may impact operational stability.
• Collaborate with Change Management teams to reduce the risk of incidents related to system or application changes.
• Participate in post-implementation reviews and lessons learned sessions.

Qualifications requises

• College diploma in Information Technology or equivalent experience.
• 3 to 5 years of experience in IT support, service desk, systems administration, network administration, or a related field.
• Experience managing or participating in major incident response activities.
• Strong analytical and problem-solving skills.
• Ability to make sound decisions in high-pressure situations.
• Excellent communication and stakeholder management skills.
• Ability to translate complex technical issues into business-friendly language.
• Strong leadership and coordination skills, particularly during critical incidents.
• Strong sense of urgency and accountability.
• Bilingualism (English and French), both written and spoken.
• Availability to participate in an on-call rotation and respond to critical incidents outside regular business hours when required.

Qualifications préférées

• Knowledge of ITIL best practices, particularly Incident, Problem, and Change Management.
• Experience with Jira, ServiceNow, or other ITSM platforms.
• Strong Microsoft Office skills, especially Excel for data analysis and reporting.
• Understanding of network and infrastructure technologies.
• Ability to manage multiple priorities in a fast-paced environment.

Pourquoi nous rejoindre ?

• Collaborative and supportive team environment.
• Opportunities for professional growth and career advancement.
• Exposure to enterprise-scale operations and modern technologies.
• High-visibility role with significant impact on service delivery and business continuity.
• Opportunity to lead critical incident response and continuous improvement initiatives.

CGI provides a reasonable estimate of the salary range for this position. The determination of this range is based on various factors, including skill level, geographic market, experience, education, and professional licenses and certifications. Compensation decisions are made based on the specific circumstances of each individual case. A reasonable estimate of the salary range for this position is between $60, and $,. This position is currently open.

#LI-AM1

Compétences

• English
• French
• Communication
• Customer Service & Support
• Incident Management
• Issue Management
• Problem Solving