Incident Management Lead - Toronto, Canada - Canada Life Assurance Company

Canada Life Assurance Company

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Description:

We are looking for an Incident Management Lead

On a 7x24 on-call basis (once every 2 week), the Incident Management Lead (IML) is accountable for leading and facilitating incident recovery teams for service-impacting technology incidents across the enterprise.

The IML would drive service recovery through strong leadership and technical acumen while collaborating with the teams required to resolve issues.

The role would lead coordination and communications between Technology support teams.

In addition to leading incident recoveries as they happen, the IML leads incident follow-up discussions with the focus on recovery, preventative measures, and continuous improvement opportunities.

The IML participates in proactively identifying incident trends to prevent future outages and reduce recovery times.

What you will do

Lead the 7x24 facilitation and recovery of high businessimpacting incidents from initiation to service restoration.
Maintain command and control of recovery channels while directing appropriate technical resources in recovery activities to resolve high impact and critical, enterprisewide incidents in accordance with service level agreements.
Lead multiple teams/streams of investigation related to widespread incidents.
Communicate status information during high impact system outages, ensuring all levels of Technology leadership are kept updated until impacted services are recovered.
Contribute to Major Incident Reviews after every critical incident to identify, manage, report, trend and track continuous improvement opportunities for incident recovery & prevention.
Identify chronic technology issues and initiate the problem management process to drive root cause analysis and permanent solutions.
Log improvement opportunities arising from chronic issues in a central repository.

What you will bring

Core responsibility of this role is facilitation and communication of high impact incident recoveries, this is a high stress role and requires a strong command and control approach focused on restoring services.
This role requires very strong verbal and written communication skills to all levels within the Technology organization to provide status information and action items related to service recovery and stability.
Must be able to understand technology environments, have good judgement and make quick decisions
Leads teams in resolving highly complex and timesensitive issues across the enterprise related to technology service delivery. High collaboration and influencing skills are critical to this role.
Must be able to think logically and coordinate appropriate resources.
Excellent problem analysis skills are required to help teams identify the source of issues affecting service availability.
Requires the ability to evaluate data from multiple sources to aid in targeting resolution activities. Must possess the knowledge and ability to organize practitioners from multiple teams towards a common objective.
Must be able to foster a collaborative environment by encouraging teamwork to resolve incidents.

_ Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Toronto, London, Winnipeg._
**Be your best at Canada Life

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You're part of a diverse and inclusive workplace where your career and well-being are championed.

You'll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

***Together, as part of a great team, you'll deliver on our shared purpose to improve the well-being of Canadians. It's our driving force. Become part of a strong and successful company that's trusted by millions of Canadians to do the right thing.

We are one of Canada's top 100 employers

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we're one of Canada's leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations._
We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee _

- has the opportunity to_
- reach their potential._

**_
Canada Life would like to thank all applicants, however only those who qualify for an interview wi