Are you someone who understands the need for problem solving and helping clients resolve their issues? Do you have excellent communication skills and have a passion for exceptional client service? Your claim to fame is handling client incidents, help putting out fires, and providing an exceptional client experience. Then you have found a career path with Innovana Solutions.

We are seeking a motivated, professional to join our Major Incident Response team in an experienced role. This individual will provide ongoing support for our client incident response needs including coordination of communications, routine service delivery and facilitation of on-demand incident response services.

Role Summary

The MIM team is a group that is responsible to our client for:

· Analyzing incident requests

· Providing incident support

· Responsible for all bridge calls related to the incident.

o Tracking who is on the call – name and team or title.

o All actions being discussed and taken.

· Assisting in formulating communication moving forward with priority incidents which means engaging with the client team as necessary.

· Investigate and document the resolution of the incident.

· Report (email) all status details to a pre-determined internal team as well as the support teams and initiating client.

· The MIM team is responsible for capturing and documenting all the necessary issues/expectations and objectives throughout the length of the incident to ensure successful communication and resolution reporting and support all communications with priority and precision to ensure smooth escalation of the incident as a primary incident handler.

This role is centered around Incident Management for MI (Major Incidents) and SSMI (Single Store Managed Incidents) and the MIM needs to possess strong communication and time management skills. You should also be able to apply organizational, critical thinking and oral and written communication skills.

Roles & Responsibilities

The MIM is responsible for ensuring a consistent method of incident management is followed; this includes incident classification, escalation paths and communication protocols.

Primary Responsibilities

Responsible for capturing all the necessary expectations and objectives throughout the length of the MI/SSMI to ensure a successful communication and resolution reporting. The MIM is responsible for managing the activities that occur during the life cycle of high priority incidents for the client. The goal is to achieve resolution of an outage or service degradation as quickly as possible to minimize impact to the business and external customers. The MIM acts as a SPOC (Single Point of Contact) for all the Information Technology and coordinates internal stakeholders, Service Providers and Third-Party
Vendors to ensure centralized management of all Critical and High severity incidents. MIM will ensure Incident Management processes are followed by performing the following activities:

· Review and validate identification if a major incident.

· Validate impact and urgency.

Support all the SSMI communications for the incidents as a primary incident handler.

Work with priority and precision to ensure smooth escalation of the incident.

Document all details for the incident to ensure all details are passed onto the team that the SSMI was escalated to.

Engage the required teams and leaders across the client organization to facilitate resolution of the incident.

Maintain and develop relationships with all consulting and technical support leaders and team members.

Ability to communicate with a customer in a clear and precise manner.

Maintain and improve capabilities for MI/SSMI Incident Response, including researching, selecting, and implementing processes as directed.

Education Required:

· Completion of a university or Information Technology degree or equivalent combination of education and experience.

Some experience working a major incident or service desk environment necessary.
Completion of ITIL v3 Foundation certificate or direct experiencing working with ITIL Service Operations Processes.
Demonstrated experience (2-4 years +): Incident / Major Incident response, ITIL process concepts and execution (Incident management)

Qualification and Skills requirement:

Must have the ability to multi-task and stay focused while working under pressure.
An eye for detail - (ensure processes and policies are being adhered to and standards are being met for all SSMI you are assigned)
Be calm under pressure… you are on the front line during major service issues, so need a cool head and the ability to make others feel at ease. As well as keeping calm, need to think fast)
A methodical mind... (need to use systematic methodology to evaluate, design and implement process and need to make recommendations based on process and guidelines provided. Understand if process is not being followed and spot potential issues blocking the team ability to move forward, escalate or resolve)
Superior verbal and written communications... (keeping people informed is crucial, but particularly during a crisis. In this role you must be good communicator and able to translate messages and information to people at all levels and should be empathic, good listeners and able to take negative feedback without being defensive)

Desired Skills and Experience

Proven ability to work cooperatively within a team as well as take responsibility for own work.

Customer service mindset

Possesses acceptance of ownership

Demonstrates patience and understanding.

Strong organizational, time management, and prioritization skills

A positive and constructive minded team player

Ability to work autonomously as a positive and constructive minded team player.

· An understanding of troubleshooting, reasoning, and problem-solving skills

All training for this position and each step in the support for the MIM desk will be provided.

Job Type: Full-time

Pay: $35.00-$40.00 per hour

Expected hours: 40 per week

Flexible Language Requirement:

French not required

Schedule:

Day shift
Evening shift
Holidays
Night shift

Supplemental pay types:

Overtime pay

Licence/Certification:

ITIL Certification (preferred)
Microsoft certification (preferred)
certification within Information Technology (preferred)

Work Location: Remote

Expected start date: 2024-06-30

Innovana Solutions Inc.

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MIM - Major Incident Management