Enterprise Incident Resolution Specialist - Toronto, ON - beBeeIncidentManagement

    beBeeIncidentManagement
    beBeeIncidentManagement Toronto, ON

    14 hours ago

    $67,411 - $101,107 (CAD)

    Job title: Incident Coordinator

    Description

    Job Description

    The role involves the implementation of incident management processes based on ITIL best practices. This entails creating and maintaining documentation, as well as conducting reviews and analysis of incidents to ensure timely resolution and continuous improvement. Additionally, the position requires effective communication with stakeholders and technical teams to manage restoration efforts.

    • The successful candidate will be responsible for facilitating major incident review meetings, preparing necessary documentation, and ensuring a smooth hand-off process to problem management.
    • Able to take ownership of complex technical issues, collaborate with various resources and vendors as required.

    Some key responsibilities include:


    • Create Incident Management communications within tight SLAs

    • Evaluate priorities assigned to incidents for correctness

    • Analyze trending or support gaps in the incident management process

    • Suggest methodologies recommendations which can be applied to improve processes

        i Develop metrics/KPIs reports on Service Now (ITSM tool) ii Run service reviews iii Maintain UHN Emergency Fan Out iv Participate in organizational meetings including CAB v Document all work performed vi Provide updates regularly
        o Experience working with managed services vendor is considered an asset/strong skill
      '

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