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Major Incident Manager

IBM Canada

This is a Full-time position in Toronto, ON posted June 13, 2021.

Introduction At IBM, work is more than a job
– it’s a calling: To build.

To design.

To code.

To consult.

To think along with clients and sell.

To make markets.

To invent.

To collaborate.

Not just to do something better, but to attempt things you’ve never thought possible.

Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems?

If so, lets talk.

Your Role and Responsibilities This specialty is responsible for Major Incident Management, which includes management, recovery and communication of major incidents affecting the client’s business.

Responsibilities include coordinating resources and actions to expedite technical recovery after a major incident and to provide real time communication to IBM Management and Service Management detailing specific recovery actions, plans, and status.

High-level ownership of the technical service restoration plan across all Infrastructure services and the Resolver Group involved in MI / P1 / P2 incidents.

Coordination of technical restoration actions and plans via email, messaging, updating tickets Technical and Functional Escalation where necessary Business impact is to be quantified and documented for reporting purposes Aim is to reduce restoration time via Major Incident ownership supplemented by delivery support teams Communication via various means including tools and reporting Plan, coordinate and control the restoration of complex and high impact system problems that occur within the production environment Prioritise major incidents and assign tasks to Service Support and Delivery resources as required Act as the central communication point for major incidents
– all Major Incident(MI) / Priority 1 issues and Priority 2 issues as required Ensures creation of a resolution plan for MI / P1 / P2 incidents Understand and clearly communicate the business impact of major incidents Escalation trigger point for P2 & Internal IBM incident to P1 if no resolution plan after an appropriate time Prioritise major incidents based on business impact to the client MIM is authorized to login in to any priority calls during lean periods for their own knowledge gain Enforce ‘drop dead’ time to prevent outage outside of change window Be proactive and guide technical support teams in resolving of MI / P1 / P2 incidents Develop strong working relationships with support and delivery teams, management and liaise with support areas as required Train and mentor other team members including Technical Support team and Problem Managers in process and techniques used to manage major incidents Providing updates / communication to senior management on the status of MI / P1 / P2 incidents Drive/owns Management/technical checkpoints & IBM internal meetings to ensure corrective action is being taken to restore service/s Attendance at daily Operations meetings provided there are no P1 incidents running Support in identifying problem management trends to reduce MI / P1/P2 Incidents.

Required Technical and Professional Expertise Must be Bilingual in English and French if hired for province of Quebec.

Canadian Federal Government Security Clearance Level 2
– Secret.

Preferred Technical and Professional Expertise NA About Business Unit At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network.

It’s a unique blend of bold new ideas and client-first thinking.

If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, ”What else is possible?” GTS is the place for you Your Life IBM What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world?

What about somewhere with incredible and diverse career and development opportunities
– where you can truly discover your passion?

Are you looking for a culture of openness, collaboration and trust
– where everyone has a voice?

What about all of these?

If so, then IBM could be your next career challenge.

Join us, not to do something better, but to attempt things you never thought possible.



Infinite Experiences.

Do your best work ever.

About IBM IBM’s greatest invention is the IBMer.

We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action.

IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition.

Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You IBM IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.