Incident and Problem Manager

Incident and Problem Manager

23 Feb
|
Smile CDR.
|
Toronto

23 Feb

Smile CDR.

Toronto

Toronto / Remote in Canada, ON



Operations



Full Time



Feb 22, 2021



Overview



The Incident Manager is responsible for the upkeep and smooth operations of IT systems. You will work closely with external and internal teams such as the Operations, Support and Engineering teams. You will oversee all aspects of the incident management process, from evaluation to resolution, document all issues and will design ways to prevent similar problems in the future. You will manage technical support teams, create procedures to deal with problems and develop solutions.



What you’ll do



- Ensure employees and customers using Smile CDR product receive technical support







- Document and log any issues and ensure resolution while escalating concerns to management teams when necessary

- Develop manuals for various IT issues alongside the Technical Writer

- Examine incidents and establish processes to help prevent similar circumstances

- Use data analytics including KPI’s to report and present how this impacts the business

- Create weekly or monthly incident management data to be presented to the leadership team

- Communicate incidents across needed parties internally and with external partners in a timely manner

- Facilitate post incident review meetings to drive root cause analysis, customer impact, remediation plan lessons learned.

- Own and lead Major Incident investigations

- Provide Major Incident summary reports

- Attend client calls and represent the support team on incident reviews; prepare regular incident reports for clients

- Participate in the 24/7 on call support triaging

- Function as escalation point for the Service Desk team

- Help implement an ITIL based Problem-Management process



Who you are



- You possess strong problem solving, analytical and time management skills

- Maintain a calm demeanor in stressful situations

- Strong communications skills (both verbal and written) in order to work well at all levels of the organization

- Possess a sense of urgency mentality



What we are looking for



- 3+ years experience in service delivery, problem management or incident management

- Proven track record of managing and tracking incidents while collaborating with internal and external stakeholders

- Experience in designing incident and problem management processes

- Strong understanding and experience with IT service management, best practices including incident management, problem management and change management

- Passionate about getting to the root cause of an incident and resolving it in a timely manner

- Strong technology background

- Strong presentations skills

- Degree in health information management, IT security, Engineering or Technology related field

- 5+ years experience in incident management

- Ideally certified in ITIL v3



Bonus points



- Experience in Jira, ServiceNow, GitLab, or similar

- Experience in the healthcare industry

- Experience with/certification in SCRUM

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