Halian - Incident Manager

Our client Working in the area of information technology, an Incident Manager is essentially responsible for the upkeep and smooth operations of IT systems overseeing all aspects of the incident management process, from evaluation to resolution. The Incident Manager records all issues and helps to design ways to prevent similar problems in the future.
He or she will manage technical support teams, create procedures to deal with problems and develop solutions. Responsibilities Design, deploy, continuously improve using best practices Incident management processes according to ITIL. Assess Incident complexity and decide to apply the Crisis Management process if required: trigger and liaise with the Crisis Manager to manage communication with and escalation to Executive management. Report KPI and analysis to senior management on key inputs linked to Incidents content and trends. Write and publish the organizational Post-Mortem of Incident which details organizational issues experienced during resolution and suggested improvement areas to improve team interaction and fluidity Provide Consolidated Reports (Based on KPIs) for various committees. Track and communicate status of process improvement projects to management/stakeholders. Coordinate with stakeholders to develop process requirements as needed. Assure that all defined incidents/problems and identified changes are properly recorded. Activate and manage the Incident War Room according to the IM process definitions. Organize internal and external audits, assessments for incident process effectiveness improvements and coordinate implementation of any recommendations-findings. Manage incidents by taking the necessary initiatives to lead resolution across teams/assets, within the defined SLAs, following Incident Lifecycle through IM process. Escalate risks and issues to management/executives - stakeholders. Coordinate incident root cause analysis. Complete ad-hoc and ongoing projects on a need basis. Ensure that incident root cause is identified and documented. Chair and contribute to Incident Root Cause Analysis and review meetings. Coordinate and facilitate changes for incident resolution as per the change management processes. Participate and contribute to Change Advisory Board (CAB) Ensure information related to changes for incident resolution are communicated to the management and internal teams. Issue Service Advisory notifications to the stakeholders on downtime triggered by a change. Ensure the proper information flow between support teams and management Qualifications / skills Strong ability to communicate and present findings to both technical and non-technical audiences. ITIL certification & deep understanding of service management. Solid knowledge of IT and Operations. Incident Manager Experience with efficient multitasking ability. Strong relationship management. Crisis Management experience 7+ years of IT experience in technical operational/support role(s) (e.g.
information systems operations, systems analysis, development), with at least 5 year actively involved in Service Management and/or Process Management. Demonstrated ability to coordinate cross-functional work teams toward task completion Extremely organized, attention to details, great with time management. Verbal and writing Communication skills at multiple levels (English mandatory/ French appreciated) and be able to follow organization process Ability to learn, adapt and be proactive, work simultaneously with different profiles (technical/functional, medium/top management, etc.), work under pressure, analyze trends, understand and interpret data. Good level of exposure/understanding of Business Continuity Management processes and best practices. Good understanding of IT technologies (i.e.
SAN, Unix-Linux, Windows, Network, Databases, Storage, Backup, queueing, scheduling tools, Application Servers, Cloud)