Position: Major Incident Manager Job Location: Toronto, Canada/Remote Job Type: Full Time Immediate Interview Major Areas of Accountability: As a Major Incident Manager, you will be responsible for, but not limited to: Validate all proposed major incidents to determine impact on business operations and IT services Drive all major Incidents to resolution and ensure accurate and timely communications throughout the incident lifecycle Ensure that the correct technical or business resources are engaged and working on the resolution for all major incidents and identify when escalations are required to ensure timely mitigation of all incidents Ensure the Major Incident procedures and process are followed, and all postmortems are created to capture key details for leadership and the problem management team Capture and document a timeline of all key events through the technical call Craft and publish branch communications describing the current outage and impacts expected Manage the technical call to ensure updates are provided and key details are communicated when necessary Identify workstreams and capture outcomes via incident tasks within ServiceNow Position Requirements: Bachelor’s degree in Computer Science, IT, MIS, or related field; or equivalent work experience 3-5 years of relevant experience Excellent communication skills, both verbal and written Experience supporting and managing technical calls, and demonstrated ability to work in a fast pace highly dynamic environment Ability to communicate confidently and clearly on technical calls, and provide updates to all levels of leadership to help drive critical decisions Ability to remain calm, think clearly, and lead a large group of resources in stressful situations Preferred Qualifications: Extensive professional experience in incident management and understanding of incident management best practices and skills Proven organizational skills to successfully lead and influence cross-functional teams without a direct line of authority Experience working with monitoring tools such as, Dynatrace, Splunk, Grafana Experience working in the financial services industry or other similar, highly regulated environment ITIL Foundations certification is a plus Experience working in the ServiceNow Platform