Incident Management Specialist - Markham, Canada - Aviva

Aviva

Verified Company

Markham, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values - Care, Commitment, Community, and Confidence.

We are looking for a resourceful and inquisitive Incident Management Specialist who will be part of our Infrastructure and Operations Support team. You will perform incident analysis, drives critical coordination, and performs administrative tasks vital to support activities within the Incident Management process.
You will liaison in a positive and collaborative manner with all internal IT support teams, vendors, business representatives, upper management and LOB, coordinating the rapid recovery of incidents in a 24 by 7 environment. You also will coordinate the communication of all incidents; ensuring affected users and management receive updates and resolution notifications regularly. In addition, you will help facilitate the use of the ITIL framework and actively contribute to and participate in incident identification and severity assessment as well as the overall Incident resolution, including leading Root Cause Analysis Investigations and preventive measures through accurate problem management process.
You are comfortable in a forwardthinking and fast paced environment.
Does this sound like you?
What you'll do
Follow up on daytoday incidents from start to resolution;
Collaborate closely between client/user and support teams and vendor(s).
Build problem records for all Severity 1 and 2 incidents to find the root cause, determine the possible improvements and proactive measures.
Build problem records for some Severity 3 or 4s where the root cause has not been identified or the incident may be ongoing or reoccurring.
Conduct Problem Review meetings, take minutes, distribute minutes and follow up on all action items to resolution efficiently.
In some instances, initiate the incident record (power outages, etc.) and follow up to resolution.
Advance the incidents to all support groups and identified vendors and follow up to resolution.
Enforce Incident Management process organizationwide;
Contribute to Continual Service and Process Improvement proficiently.
Ensure that all Operational Documents are current and accurate.
Conduct the daily production meeting, document and distribute minutes.
Follow up on all stale incident tickets to ensure resolution.
Produce incident reports where required.
Handle the afterhour incident calls endtoend. (16:00 08:00)
Provide shadow training within the organization if vital.
Work closely and collaborate with other Service Management teams including the Service Desk, Change, Problem and Configuration Management and other Support teams in a positive and balanced manner.
Engagement in other organizational activities as the need arises.

What you'll bring

Required technical and soft skills:
+3 years knowledge of incident management principles and methodologies
University degree in Computer Science, Computer Engineering or IT a must
Outstanding experience running high availability systems and supporting distributed infrastructure
Experience working and collaborating with remote or distributed environments
Familiarity with a variety of incident response frameworks
Thorough knowledge of best practices in system engineering, software development, or computer security
Knowledge of data analysis techniques
Adaptable to a wide variety of technologies and people
Knowledge of Office 365 products
Knowledge of any ITSM ticketing tool
Dedicated quiet office space
Flexibility able to work long hours to see incidents to resolution when required.
Able to work different shifts and overnight if required
Good facilitator on phone with support teams
Proper high speed internet connection at all times, with possible backup
Able to run with incidents on their own
Good interpersonal skills to be able to summarize incidents and reports
Phenomenal teamwork

What you'll get

Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
Exceptional Career Development opportunities.
We'll support your professional development education.
Additional Information: Aviva Canada has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged. This process applies throughout your career with Aviva Canada.