Job Description

Permanent Full Time-Title: Major Incident ManagerWe are Canada LifeBeing a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.You can be your best here. You\'re part of a diverse and inclusive workplace where your career and well-being are championed. You\'ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.Working closely with colleagues, together we deliver on our shared purpose to improve for the well-being of Canadians. It\'s our driving force. Become part of a strong and successful company that\'s trusted by millions of Canadians to do the right thing.Be your best at Canada Life.Technology redefines the way we work and deliver to meet business needs and elevate the customer experience. You\'ll be part of an organization that is embracing modern technology, innovation and agile ways of working.Our Canada Technology team is a strategic partner in our business - with an ambition to be a forward-thinking, agile technology organization delivering secure, resilient and leading solutions that support Canada Life and the well-being of millions of Canadians.Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Montreal, Toronto, London, Winnipeg.We are looking for a Major Incident ManagerRole descriptionThe Major Incident Manager, reporting to the Director of Major Incident and Problem Management, executes the enterprise Major Incident Management process for the Canada life organization. As a dynamic, highly motivated and energetic member of the Major Incident and Problem Management team, you contribute to the overall support and stability of Canada Life through the effective and efficient execution of the Incident Management & Problem Management processes.This role requires highly advanced specialized knowledge and skills to facilitate efforts in resolving complex issues; leveraging industry knowledge and experience to prioritize service restoration in a multitude of situations where the cause and resolution is not clear. They will be responsible for facilitation of the Major Incident recoveries in a 7x24 environment. Working with their director, this senior role will be formalizing best practices for rules of engagement & recovery bridge etiquette, identify process improvements, enhance & develop standards/guidelines for Major Incident Recoveries for Canada Life. Also, they will be responsible for making recommendations and contribute to evolving and maturing the incident management/Major Incident Management and Problem Management processes requiring collaboration with key stakeholders to identify opportunities for improvement..Proven ability to manage in crisis situations and work under high stress conditions will enable this leader to be successful in resolving highly complex and time-sensitive issues across the enterprise by leading/ facilitating technical recovery teams. High collaboration and influencing skills are essential to this role. Additionally, expert communication, strong analytical skills, problem-solving, & negotiation skills are required for the successful completion of all activities required. The candidate will be required to liaison with Technology teams, Risk & Senior Executives to ensure process and communications are well understood. Under the leadership of their Director, the candidate will work with all teams involved to ensure that there is a clear understanding of the Major Incident Management process & expectations across the organizationWhat you will do

• The Major Incident Managers prime responsibility is the day-to-day facilitation of the Major Incident Recoveries for service-impacting technology incidents. They will lead multiple technical teams and streams of investigation for widespread incidents. Depending on the scenario they will engage, collaborate, and coordinate recovery actions with Risk, Disaster Recovery teams, Business Incident Management and Business Continuity as well as engage the Critical Incident Response Team providing updates to senior leaders/executives across technology.
• They will be accountable for communications across technology support staff, business, senior leaders, executives, BU Tech teams and Information security during Major Incidents.
• This role is responsible for the facilitation of Post incident/Major Incident Reviews, identify follow up action items and facilitate focused discussions on recovery best practices, preventative actions and continuous improvement opportunities.
• Accountable for identifying common trends, identify and implement improvements across Major Incidents causes and recoveries.
• The Major Incident Manager will lead organization wide chronic issues; drive root cause and permanent fix in addition to identifying common trends across incident events and recoveries; working alongside Problem Management Specialists to identify root cause.
• This role will lead critical and high problem discussions to facilitate quicker root cause and permanent fix identification.
• Works with the Major Incident & Problem Management Director on the continuous maturation of the Incident, Major Incident and Problem Management processes.

What you will bring

• Post-secondary degree/diploma in business or computer science or an equivalent combination of training and experience
• 6-8 years\' experience in working in Technology Support including Major Incident Management performing facilitation of recoveries as well as Incident Management and Problem Management
• Working technical support experience and strong technical acumen; must have a broad knowledge and experience working with various technologies (network, server, mainframe, application, programming language, etc.)
• Able to quickly build rapport and gain the respect and cooperation of both technology support staff and technology leaders.
• Strong organizational skills
• Strength in building partnerships; working collaboratively with a variety of skills and levels and strong problem solving and analytical skills.
• Proven ability to manage in crisis situations and work under high stress conditions
• Possess expert communication skills, both written and verbal including writing executive level communications and status reviews
• Adaptable to changing requirements and direction in a fast-moving environment
• Relevant experience in insurance, banking and/or financial industry
• ITIL V3 or above
• Major Incident Management, Problem solving and decision-making certifications an asset.
• Proficiency with ServiceNow is an asset

-The base salary for this position is between $minimum - $ maximum annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.For student opportunities onlyFor our student opportunities, the base salary will be dependent on the number of work terms you have completed along with other factors depending on your program.Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.Be your best at Canada Life- Apply today!Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.You can be your best here. You\'re part of a diverse and inclusive workplace where your career and well-being are championed. You\'ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.Together, as part of a great team, you\'ll deliver on our shared purpose to improve the well-being of Canadians. It\'s our driving force. Become part of a strong and successful company that\'s trusted by millions of Canadians to do the right thing.Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we\'re one of Canada\'s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.#LI-HybridRequisition ID: 1673Category: Digital TechnologyLocation:London, ON Winnipeg, MB Toronto, ONDate: Aug 16, 2024If you are not finding suitable opportunities now, please click below to join our talent community!

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