Incident Manager - Vaughan, Canada - Felix Global

Felix Global

Verified Company

Vaughan, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Ideally, the individual will support a broad array of products and client-specific solutions.

The primary purpose of the Incident Manager role is to ensure that impacting incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with mínimal impact to customer service The individual we are seeking has a strong technical background, with experience in QA break-fix management and in production incident management.

We are looking for someone that is passionate about the technology itself, as well as about coordinating and inspiring a team (or teams) to deliver on break fixes, whether in QA or in production.

Would you consider yourself a firefighter for incident management? Do you have a keen eye for identifying potential coding issues? Getting ahead of potential issues and creating work arounds?

The required skills of the role:

Solid programming knowledge and experience with
PHP,
CSS, JavaScript/jQuery, HTML, Bash;:
Proficient in administering and supporting multiple/complex databases in
MySQL and/or Percona, and the ability to analyze complex data;
Solid knowledge and experience with the approach to information security and incident management;
Strong knowledge and experience with QA and production breakfix processes and techniques, and a solid knowledge of SDLC methodologies and test management tools;

Responsibilities:

Develop and provide operational metrics for all incidents and problems including backlog, Mean Time to Repair, aging, status, root cause
Manage incidents and service requests from cradletograve ensuring that tickets are created, well documented, updated appropriately and the customer informed of progress throughout the lifecycle
Interpret business requirements and technical specifications to appropriately test or validate a breakfix solution;
Create, document and execute test plans, cases and scripts based on client and internal details, including regression testing if applicable;
May be required to perform testing to business requirements, technical specifications, industry standards and internal code/design standards;
Investigate, analyze, report and document defects; monitor and track resolution; test the correction of identified defects;
Prepare break fix summary reports or documentation;

About the company: