- Act as intermediary during major incidents, coordinating technical resources inside IT and with customers to ensure resolution and stakeholder communication.
- Before closing the ticket, verify root‑cause analysis, successful resolution and adherence to processes.
- Identify incidents requiring post‑incident reviews ("post‑mortems") and facilitate learning and improvement actions.
- Continuously analyze incidents, correlate new and old events to identify trends and recurring issues.
- Organize monthly meetings with software engineering teams and product owners to track fixes and coordinate deployments.
- Monitor and communicate key performance indicators (KPIs) for service reliability.
- Maintain awareness of application/infrastructure changes that impact availability or risk.
- Manage planned maintenance and shutdowns appropriately.
- Be available on call with a 24/7 rotation.
- Define, monitor, review and enforce incident management, communication and escalation procedures.
- Perform any other related tasks.
- College diploma (DEC) in a relevant field (administration, management, communications, etc.).
- 2–5 years of experience in incident/problem management; education and experience may be combined.
- ITIL certification (an asset).
- Manage serious problems in high‑pressure situations professionally.
- Bilingualism (French and English).
- Strong customer‑service skills.
- Establish lasting customer relationships.
- Summarize technical information clearly.
- Work collaboratively in multidisciplinary environments.
- Team spirit and interpersonal skills.
- Thoroughness, attention to detail and organizational skills.
- Excellent time‑management and prioritization skills.
- Assess risk and make decisions.
- Analytical/problem‑solving skills.
- Knowledge of Croesus solutions and environment.
- Maintain composure under pressure.
- Demonstrate autonomy.
- Work on stimulating and innovative projects shaping the industry's future.
- Collaborative dynamic team that values ideas.
- Contribute to a mission that positively impacts people and the community.
- Exceptional work environment fostering professional and personal growth.
- Custom vacation perks.
- Annual salary plus corporate incentive plan.
- Hybrid work (Bureau Laval and Montréal).
- Sports program reimbursement.
- On‑site gym (Laval).
- Telemedicine and comprehensive insurance.
- Collective RRSP with escalating employer contributions.
- Proximity to Montmorency & McGill metro.
- Continuous training and development plan.
- Recruitment bonus.
- Indoor/outdoor parking and electric vehicle charging stations.
- Croesus shop.
- Renovated spacious office.
- Breakfast offered every morning.
- Flex time (4–6 weekly, prepared by Croesus life partner).
Incident Resolution Analyst - Laval (administrative region) - Croesus
Description
Join to apply for the Incident Resolution Analyst role at Croesus
Croesus provides innovative, high‑performance and secure wealth‑management solutions including portfolio management systems, rebalancing tools and APIs. These solutions empower professionals to improve productivity, enhance client relationships, make informed decisions and maximize assets under management.
Croesus's mission is to deliver a superior experience to clients, users, partners and employees while positively impacting the community. With more than 200 employees in Montréal, Toronto and Geneva, Croesus has received industry awards for quality and outstanding employment.
Position
Reporting to the Team Leader, Customer Service Center, the Incident Resolution Analyst is the primary point of contact for incidents, tracking and prioritizing corrective actions. The incumbent owns the internal incident management and escalation processes.
Requirements
Technical and Professional Skills
Why Croesus?
Si vous êtes prêt(e) à relever de nouveaux défis et à faire partie d'une entreprise en pleine croissance, consultez nos offres d'emploi et soumettez votre candidature dès aujourd'hui. Nous sommes impatients de vous rencontrer et de découvrir comment vous pouvez contribuer à notre succès continu
Bien que toutes les candidatures soient analysées avec attention, nous communiquerons uniquement avec les personnes retenues. Nous vous remercions de votre intérêt pour Croesus.
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