Director Major Incident, Incident & Problem Management

Permanent Full Time 

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We are looking for a Director, Major Incident and Problem Management.

The Director, Major Incident and Problem Management is responsible for all aspects of the day to day operations for Technology Incident Management, Major Incident Management and Problem Management. They direct a team of highly experienced Major Incident, Incident and Problem Management professionals in service restoration activities, organizational achievement of service level expectations for resolving technology incidents, and ensuring all identified Problems are investigated for root cause.

Our Ideal candidate will be a quick learner and confident under pressure. You have experience in successfully managing competing priorities simultaneously with strong communication skills effective at a Senior Executive through Practioner level. You build relationships and know how to leverage them through impact and influence skills. You ulitize strong decision-making skills to move quickly, while managing risk. You have a strategic mind and operate as a senior leader that drives improvement, ownership and accountability.  

What You will do: 

• Provides direction to their team as well as directs technology teams across the organization in resolving highly complex and time-sensitive issues and ensures the recovery team of technical specialists are engaged in resolution as well as engage technology senior leadership in critical decision making. Once resolution is achieved, directs the team in identification of Root Cause and ensures reduced risk of reoccurrence through quick identification and communication of work arounds or implementation of permanent fixes for problems.
• High collaboration, expert communication and impact/influencing skills are essential to this role as they need to direct others, outside of their team, across the organization to achieve these objectives.
• Accountable for the execution, maintenance, and continuous improvement of the enterprise-wide Major Incident Management (MIM), Incident and Problem Management Processes for Canada Life. Leads the consistent evolution and maturing of the three processes requiring collaboration with key stakeholders across the organization to establish objectives and opportunities for improvement.
• This Critical role, directing the Major Incident/Problem team, processes and procedures; ensures high availability of critical systems and application by overseeing the lifecycle of all technology Problems, Incidents and Major Incidents including adoption, compliance, performance, continuous process improvement and quality through review and analysis of compliance and KPI reporting; Scope includes on-prem, managed service providers, cloud, outsourcers, etc.
• A main deliverable is to ensure stability of the production environment disruptions to the business is minimized, reducing/avoiding impacts which would affect the core business & customers of the company. They establish Major Incident Reviews focusing on recovery efforts for best practice and continuous improvement.
• Direct and coach a geographically dispersed team of Senior Major Incident Recovery Coordinators & Problem Management Coordinators with varying degrees of background and seniority.
• Keeps up-to-date and knowledgeable regarding industry trends and emerging technologies in anticipation of new or revised business processes.

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What you will bring: 

• Post-secondary degree/diploma in computer science or an equivalent combination of training and experience? 
• Success in using standard methodologies, such as IT service management practices based on ITIL as well as problem management philosophies like Kepner-Tregoe
• Ability to quickly assess and evaluate technology incidents utilizing previous experience and knowledge as well as leveraging others’ expertise to identify potential paths to resolution 
• Track record of building and effectively managing relationships at all levels of the organization to address incidents, and keep others informed and drive accountability
• Extremely comfortable under pressure and in high stress situations
• Proven experience as a business-focused, credible leader in a large fast growing technology company 
• Drives results and changes processes to improve performance; creates a culture of accountability 
• Has a bias to action 
• Ability to pivot and quickly change direction in response to changing priorities 
• Effective team builder, proficient in coaching and mentoring Strong communication, collaboration and relationship building skills

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The base salary for this position is between  $minimum - $ maximum annually.  This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc).  If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves?the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.?

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee?has the opportunity to?reach their potential.?

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.

Canada Life?would like to thank all applicants, however only those who qualify for an interview will be contacted.

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