Incident Management Lead

Role description 

On a 7x24 on-call basis, the Incident Management Lead (IML) is accountable for leading and facilitating incident recovery teams for service-impacting technology incidents across the enterprise. The IML would drive service recovery through strong leadership and technical acumen while collaborating with the teams required to resolve issues.  The role would lead coordination and communications between Technology support teams.

In addition to leading incident recoveries as they happen, the IML leads incident follow-up discussions with the focus on recovery, preventative measures, and continuous improvement opportunities. The IML participates in proactively identifying incident trends to prevent future outages and reduce recovery times.

What you will do:

• Maintain command and control of recovery channels while directing appropriate technical resources in recovery activities to resolve high impact and critical, enterprise-wide incidents in accordance with service level agreements.
• Lead the 7x24 facilitation and recovery of high business-impacting incidents from initiation to service restoration.
• Lead multiple teams/streams of investigation related to widespread incidents.
• Communicate status information during high impact system outages, ensuring all levels of Technology leadership are kept updated until impacted services are recovered.
• Capture action items and next steps during wrap-up of recovery activities and ensure actions are assigned through incident and problem records.
• Contribute to Major Incident Reviews after every critical incident to identify, manage, report, trend and track continuous improvement opportunities for incident recovery & prevention.
• Regularly review system monitoring tools ensuring the health of critical applications and services are being accurately reported on. Work with support teams to address deficiences.
• Identify chronic technology issues and initiate the problem management process to drive root cause analysis and permanent solutions.
• Provide reporting on the status of incident activity in the environment.
• Provide guidance to practitioners on opportunities to enhance monitoring, alerting, and response times for system issues. Implement enhancements where applicable.

What you will bring:

• Core responsibility of this role is facilitation and communication of high impact incident recoveries, this is a high stress role and requires a strong command and control approach focused on restoring services.
• This role requires very strong verbal and written communication skills to all levels within the Technology organization to provide status information and action items related to service recovery and stability.

• Must be able to understand technology environments, have good judgement and make quick decisions

• Leads teams in resolving highly complex and time-sensitive issues across the enterprise related to technology service delivery. High collaboration and influencing skills are critical to this role.
• Maintains a calm demeanor while keeping resources on the Incident Recovery bridge focused.

• Must be able to think logically and coordinate appropriate resources.
• Excellent problem analysis skills are required to help teams identify the source of issues affecting service availability.
• Requires the ability to evaluate data from multiple sources to aid in targeting resolution activities. Must possess the knowledge and ability to organize practitioners from multiple teams towards a common objective.
• Must have the ability to affect the behaviours of others with regards to incident response.
• Must be able to foster a collaborative environment by encouraging teamwork to resolve incidents.
• Follows ITSM processes to drive incidents through to resolution with minimal risk.

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The base salary for this position is between  $61000 - $114000 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.