The Role
The Incident Manager will manage high-priority incidents, ensure resolution aligns with ITIL and client requirements, and lead communication among stakeholders. Responsibilities include documentation, training, and process optimization.
Summary Generated by Built In
Long View. A career that helps you get more out of life.
A Long View career helps you get more out of life. We don’t just say it, we prove it. Every day. We’re proud of our reputation as one of North America’s most dynamic IT providers — and we’re even prouder of our culture that allows our people to live life to its fullest. At Long View, we create an environment of collaboration and support, of innovation and enthusiasm, of inclusion and belonging. As a member of the Long View team, you’ll see how our company’s core pillars — Integrity, Competence, Value, and Fun — resonate through the workplace. And in a recent survey, 89% of Long View team members rated Long View as a good or great place to work!
Are you passionate about technology and working for a company that values their employees?
We are looking for a knowledgeable Incident Manager for our Calgary, Edmonton, Toronto, or Vancouver branches to support our clients with utilizing strong technical, incident management, and leadership skills to support our large enterprise clients. This role will ensure high-priority incidents are resolved effectively, following ITIL best practices, and in alignment with client-specific requirements!
A Day in the Life:
- Own the Major Incident Management process and provide 24x7x365 availability for high-priority incident escalations
- Utilize ServiceNow for incident tracking, updates, and resolution
- Follow the Client’s Process Execution Document (PED) for incident management
- Initiate and manage a dedicated Major Incident Bridge for coordination, ensuring all relevant stakeholders are notified and engaged
- Record and document all major incident meetings, ensuring accurate and high-quality work notes in ServiceNow
- Own Major Incident reviews and follow-up process and reporting
- Develop Service Impact Notifications (SIN) and ensure timely communication with stakeholders
- Ensure incidents are resolved to the satisfaction of impacted users/customers before closure
- Provides Incident Management process training to Long View resources as needed
- Ensures incident management workflow is optimal and in line with Long View operational objectives
- Develop, monitor and optimize Incident Management metrics in order to ensure the usefulness, effectiveness and value of the Incident Management program
What You Bring:
- 5+ years combined experience in incident management
- Experience coordinating issues between all business units from technical support to corporate executives
- Experience conducting root cause analysis, documenting findings, and designing plans to rectify issues
- Strong facilitation skills
- Excellent organizational and project management skills, including the ability to organize time, work on multiple tasks, and follow tasks and projects through to completion, while keeping all interested parties properly updated
- Strong knowledge of ITIL, preferably advanced training
What Makes You Extra Awesome:
- Six Sigma, The Five Whys, ITIL Problem Management or other notable problem management identified training considered an asset
Why Work at Long View?
- Great people and culture
- RSP Plan
- Comprehensive benefits package from day one
- Recognition programs
Want to learn more about our culture and life at Long View? Check us out on LinkedIn and Instagram!
Long View’s mission of building the best and most sustainable team-driven organization requires dedicated and ambitious people. Through employee resource groups, impactful and effective conversations, townhalls and various company-wide training, including how to reduce unconscious bias, we are fostering an inclusive environment. We are committed to taking consistent, positive and lifelong action to be a diverse and equitable workplace because we know that the most effective companies are made up of people with varied identities, experiences and backgrounds.
Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know
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The Company
What We Do
Long View is one of the most powerful IT solutions and services companies in North America with offices across the continent. With a clear focus on combining business and technology through our Hybrid IT solutions including cloud, IT infrastructure, managed services, and end user support, Long View is able to define and customize what the future of IT looks like for our clients. Innovative, flexible, cost-effective, and business focused…that’s Long View.
