Incident and Problem Manager
Incident and Problem Manager
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Job Description
- Applications are considered on a rolling basis
- Multiple locations
- Hybrid
Job Description
Join a tech company thats making a difference in healthcare
At Sectra Canada our objective is to introduce a leading global medical IT solution to the Canadian market with the aim of establishing ourselves as the top provider of Enterprise imaging and PACS solutions in the country. Our customers operate in some of Canadas most critical functions and we are uniquely positioned to help them optimize patientcentered care. Our modular and scalable enterprise imaging solutions allow healthcare providers to grow from ology to ology while providing efficiencies and advanced technology to modernize Canadas medical imaging systems all while protecting the most sensitive information for patients and care providers.
Whats exciting about this position
Sectra is seeking a seasoned and dynamic Incident & Problem Manager to oversee the Support Process for Sectra Canada. In this role you will manage and optimize all support processes for Sectras Medical Imaging business. The Incident & Problem Manager will work closely with frontline and backend teams across Sectra Canada and collaborate with Sectra peers globally driving efficiency consistency and continuous improvement in our operations to deliver exceptional service.
As an Incident and Problem Manager you will:
Team Leadership
- Provide direct line management to a team of support engineers including daytoday guidance performance reviews and professional development.
- Ensure the team is equipped supported and motivated to meet operational goals and deliver highquality customer support.
- Foster a collaborative and accountable team culture aligned with Sectras values and service standards.
Oversight & Collaboration
- Oversight of daytoday support operations including ticket management escalations resolution tracking and afterhours coordination for Canada.
- Lead and monitor incident and problem management processes to ensure efficient problemsolving and minimal customer impact.
- Oversight of adherence to customer SLAs and participate in review meetings with customers.
- Focus on rootcause analysis to develop initiatives to improve overall support operations.
- Oversee system changes by leading the Change Advisory Board (CAB) ensuring proper review approval and implementation of changes.
- Managing the schedule and processes for afterhours coverage.
Process Management & Improvements
- Continuously evaluate and improve support processes driving efficiency and best practices.
- Lead and oversee support process rollouts and enhancements ensuring alignment with business goals and minimal disruptions.
- Conduct audits on events related to support to ensure the quality and compliance of support processes.
- Work closely with regional support teams to ensure alignment of support practices and issue resolution across regions.
- Lead transformation initiatives established by Sectra with regards to new tools used for managing the Support process
ITIL Certification
- Lead the ITIL certification process for Sectra Canada.
- Maintain and improve ITILbased processes ensuring compliance and driving best practices (previously part of ITIL Compliance & Certification).
As the newest Sectra operation Sectra Canada has the best of both worlds. We embody the energy of a young startup yet enjoy the stability of a wellestablished brand with vast global experience and a product backed by 40 years of innovation. The result An agile invigorating highly supportive and fun environment that empowers our team to do their best work and make a difference in peoples lives every day.
In addition to competitive salary and performancebased incentives we offer plenty of exciting benefits and perks including:
- Education assistance for team members to continuously enhance their knowledge
- Robust health dental and vision benefits effective the month following your start date
- Monthly health spending account
- RRSP matching after 3 months of employment
- Reimbursement of home internet expense
- Minimum 4 weeks paid vacation
Required Experience:
Manager
Employment Type
Full Time
Key Skills
- Compliance Management
- Administrative Functions
- Oversight
- Administrative Activities
- Administrative Tasks
- Budget Preparation
- Facilities Management
- Daily Operations
- Account Management
- General Ledger Accounts
- Personnel Files
- Administrative Management
- Financial Statements
- Administrative Operations
- Annual Budget
