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Within 25 km of Richmond Hill

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J&M Group

Information Technology_CAN - CAN_System Administrator

Toronto, ON, Canada

Full-time

Within 25 km of Richmond Hill · About 24.6 km from the city centre

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Job details

Job type: Full-time
Apply by: Dec 16, 2026
Experience: Minimum 7 years of experience in major incident management, strong ITIL knowledge, and excellent communication and organizational skills required.
Posted: Jun 19, 2026

Original job description

Job Summary (Major Incident Management Specialist)

Lead and coordinate major incident resolution calls, ensuring effective and rapid incident management.
Act as the primary scribe during incident calls, accurately documenting discussions, actions, and decisions.
Communicate incident updates clearly and promptly to all relevant stakeholders, including executives and technical teams.
Facilitate post-incident review meetings, capture lessons learned, and recommend process improvements.
Track, analyze, and report on incident metrics, trends, and outcomes to management.
Maintain and update incident communication templates and protocols for consistency and clarity.
Drive continuous improvement initiatives in major incident management processes and stay current with industry best practices.
Collaborate with technical teams and management to prioritize and resolve incidents efficiently.
Ensure all incident documentation and logs are detailed, organized, and accessible.
Minimum 7 years of experience in major incident management, strong ITIL knowledge, and excellent communication and organizational skills required.

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More about this job

Responsibilities

Lead and coordinate major incident resolution calls, ensuring effective and rapid incident management. Facilitate post-incident review meetings, capture lessons learned, and recommend process improvements.

Requirements

Minimum 7 years of experience in major incident management is required. Strong ITIL knowledge and excellent communication and organizational skills are also necessary.

Skills

Major Incident Management
ITIL
Communication
Organizational Skills
Incident Resolution
Documentation
Stakeholder Communication
Post-Incident Review
Process Improvement
Incident Metrics
Trend Analysis
Collaboration
Continuous Improvement
Technical Teams
Management
Incident Logs

Visa sponsorship

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Keywords

Major Incident Management
ITIL
Incident Resolution
Documentation
Stakeholder Communication
Post-Incident Review
Process Improvement
Incident Metrics
Trend Analysis
Collaboration
Continuous Improvement
Technical Teams
Management
Incident Logs
Communication Skills
Organizational Skills

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