Major incident manager - Montreal, Canada - CGI

Description

Position Description:

As a professional Major Incident Manager, you are responsible for managing and coordinating the resolution of major incidents within an organization's IT infrastructure. Your primary role is to ensure that critical incidents, which have a significant impact on business operations, are handled promptly and efficiently to minimize disruption and restore services as quickly as possible.

Your future duties and responsibilities:

-Incident Coordination: Leading the response effort during major incidents, coordinating communication and collaboration among technical teams, stakeholders, and senior management to resolve the issue.
-Priority Management: Assessing and prioritizing major incidents based on their impact and urgency, ensuring that resources are allocated effectively.
-Communication: Providing timely and accurate updates to stakeholders, including internal teams, management, and external customers, to keep them informed of the incident status, resolution progress, and any potential impact on operations.
-Documentation: Ensuring thorough documentation of major incidents, including incident details, actions taken, and lessons learned, to support post-incident analysis and continuous improvement efforts.
-Continuous improvement and reporting: Stay on the lookout for process and documentation improvement opportunities, including various administrative tasks and reporting.

Required qualifications to be successful in this role:

Diploma in computing support (DEP)
- 5 years of experience in the IT field
- Excellent ability to communicate clearly.
-Organizational skills and ability to prioritize efficiently.
-Ability to lead and motivate a team during stressful situations.
-Understanding of IT systems and their ecosystem.
-Strong focus on customer needs and experience.
-Thrive in a fast-paced environment and under pressure.
-Fluency in written and spoken - French and English.

Desired qualities:
-Great aptitude for collaboration and an ability to forge positive relationships with different types of stakeholders both internally and externally.
-Autonomy, creativity, and proactivity.
-Intellectual curiosity - not shy to ask questions and to clarify situations.

Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.

Skills: