Manager, Incident and Problem

At Economical, we all work together to come up with big ideas — then bring them to life. We focus on our customers first, we bring our best, and we’re stronger together. 

 

We’re now adding to our high-performance team to take us into the future. Let’s rethink insurance, together.  Looking for a  Manager, Incident and Problem to join our growing team in our Kitchener office.

 

In this role, you will

Own the (ITIL-based) incident and problem management process

Coordinate the right resources to ensure the restoration of service following an event that disrupts or reduces service quality to minimize impact on IT and business operations

Ensure continuous improvement of processes and tooling required to effectively deliver incident and problem management services

 

Your Responsibilities:

  • Facilitate and coordinate the investigation and diagnosis of incidents
  • Authorize the resolution of major incidents based on the recovery of the service
  • Work with the Help/Service Desk, Triage, 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
  • Ensure timely communication of status and resolution to stakeholders through the Service Desk, email templates, and other defined communications channels
  • Classify incidents and problems by impact and urgency
  • Authorize the resolution of incidents and problems after they are fully resolved and accepted by end users
  • Assist with change management duties after hours while working closely with the change management team to support the incident and problem process

Your Skills and Experience:

  • University Degree or college diploma in Computer Science, Information Systems or a related discipline
  • 5+ years of experience working in information technology
  • 2+ years of experience in core incident and problem management 
  • Experience in running a major incident conference bridge
  • Ability to collect and interpret computer performance data and conduct ticket analysis for the purpose of identifying trends and recommending actions
  • Ability to work in a productive and cooperative way with a variety of people ranging from VPs to individual contributors and support staff
  • Experience with IT service management ticketing systems (ServiceNow)
  • Experience with Microsoft Outlook, Word, Excel and PowerPoint
  • Relevant industry-related certifications (e.g. ITIL, MCSE, MCP, Net+, A+) is a great asset
  • Experience with SharePoint, Confluence/Jira is an asset

At Economical, we all work together to come up with big ideas — then bring them to life. We focus on our customers first, we bring our best, and we’re stronger together. If you’ve got the passion and the desire to help us reinvent insurance, let’s talk.