Incident and Problem Management Specialist

The Incident and Problem Management Specialist, manages and governs the (ITIL-based) incident and problem management process.  Accountable for coordinating the right resources to ensure the restoration of normal service (i.e., back to agreed service levels) following an event that disrupts or reduces service quality to minimize impact on IT and business operations. The incumbent ensures continuous improvement of processes and tooling required to effectively deliver incident management services. The individual is expected to take on the Major Incident role in an on-call 24/7 support rotational basis. Shift work may be required which can include evening, night, and early morning shifts.  The role will also include Problem Management functions where the incumbent will be responsible for gathering RCA artifacts and tracking progress of related tasks. Additional support will be required for Change Management (emergency change after hours) and Defect Management. 

Diagnosis, Resolution & Escalation 

- Facilitates and coordinates the investigation and diagnosis of major incidents and other incidents as required 

- Provides initial triage support, and ensures the creation of an emergency change request and functional escalation as required 

- Authorizes the resolution of major incidents based on the recovery of the service 

- Works with the service desk, support groups, IT management, partners, and vendors to proactively identify and manage resolution of recurring and repeat incidents, through effective trending and root cause analysis 

- Ensures timely communication of status and resolution to stakeholders through the service desk, email communications, and other tools / facets as required 

Categorization & Prioritization 

- Classifies incidents by impact and urgency, identifying if known error or problem is the likely cause 

- Assists with identifying and understanding the root cause of an incident. 

Identification & Logging 

- Responsible for documenting all aspects and artifacts of the incident and problem within our ServiceNow ticketing tool 

- Monitor all critical notifications to Incident management to manage incoming major Incidents 

- Maintains a correct historical record of incident-related information 

- Monitors, tracks, and communicates incident status 

- Produces management information reports as needed 

- Authorizes the closure of all major incidents after they are fully resolved and accepted by end users 

Methodology & Tools 

- Defines a standardized (ITIL-based) incident and problem management process to be used for efficient and prompt response, analysis, documentation, ongoing management, and reporting of incidents 

- Aligns incident and problem management activities and priorities with those of the business 

- Spearheads the adoption of continuous improvement opportunities to enable a seamless end user experience and increase efficiency and effectiveness 

- Helps manage incident SLAs and key performance indicators where appropriate, with accurate reporting to key stakeholders 

Relationship Management 

- Works closely with the ITSM Change and Release Management to ensure a seamlessness alignment across Service Management 

- Works with IT leadership to ensure that the service desk and triage teams understand and follow the standardized incident and problem management process 

- Responsible for training new and existing staff members with an understanding of the incident, problem, and defect management process  

- Responsible for reviewing metrics and reports with IT leadership / technology groups; measuring the effectiveness of the incident, problem, and defect management activities 

- Holds regular meetings with relevant IT groups to review on-going issues and activities 

Qualifications 

- University Degree or college diploma in computer science, information systems or a related discipline 

- 8+ years of experience working in Information Technology 

- 5+ years of experience in an Incident Management, Problem Management, or related role 

- Strong ITSM Process depth and breadth for Incident management functions 

- To manage major incidents 24X7 and ensure minimal disruption to the service 

- Ability to collect and interpret computer performance data and conduct ticket analysis for the purpose of identifying trends and recommending actions 

- ITIL certification would be considered an asset 

Experience using the following tools, systems and applications is an asset: 

- Microsoft Windows, Teams, Office, PowerPoint, and Excel 

- ServiceNow, Jira, SharePoint, and Confluence 

Salary range - $69,800 - $140,400