Scroll

Incident Manager

Toronto, Canada

Description:

Do you have the passion and interest for not just managing incidents as they arise but also using your technical skills to help support and innovate the utilities that are used to drive the incident process? This is the opportunity that awaits you as the Incident Manager at CaseWare International Inc, a leader in global SaaS / Cloud Software solutions

As the Incident Manager you will be responsible for driving the incident coordination, communication, and data gathering across many product lines. This doesn’t stop after the incident is solved as you will also drive all post incident discussions and reports to help drive continuous improvement across all our Cloud based software products.

Additionally you will be accountable for administering our Atlassian suite of products which are heavily used in our incident management and product delivery processes. Using the synergy gained by being involved with incidents as they occur you can suggest and implement changes to enhance our processes company wide.

Responsibilities:

  • Drive resolution of all incidents through coordination with internal teams, vendors, partners and subject matter experts.
  • Facilitating the restoration of service and functions and ensuring the correct technical staff are engaged and working on the incident, within defined SLA requirements.
  • Provide seamless escalation and clear communications to internal and external stakeholders.
  • Moderate post incident review meetings to discuss root cause analysis, customer impact, lessons learned, and action items facilitate lessons learned and post incident reviews in conjunction with relevant teams.
  • On Call availability to facilitate quick and responsive Incident Management support to our domestic and foreign markets.
  • Preparing and updating Incident Management best practices to help better the incident management process.
  • Ensure actionable incident metrics are accessible by management and business analysts to allow for proper assessment of processes.
  • Innovate and implement changes to our Atlassian infrastructure.
  • Work with both internal and external stakeholders to understand how we can better integrate and automate our current Incident Management processes through the Atlassian suite of products.