Incident Manager
Incident Manager
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Job Description
The Incident Manager is a critical leadership role responsible for overseeing the full lifecycle of AV incidents with a strong focus on major incident response escalation management and continuous product improvement. This role ensures that incidents are resolved efficiently communications are clear and timely and that lessons learned are translated into actionable improvements. With a heavy focus on developing and delivering our support product the Incident Manager also plays a key role in building strong relationships with clients and internal teams to proactively mitigate risks and enhance service delivery.
Accountabilities:
Monitoring incident response and resolution against defined SLAs.
Proactively monitor for incident trends so that the Service & Support team can get ahead of any escalations
Leading the response for high-impact or critical incidents.
Managing incident projects across all departments
Initiating post-incident reviews (PIRs) for critical incidents with L2 and Program Managers.
Validating that incidents/tickets are correctly prioritized based on urgency
Ensuring closures are accurate in Q360 including User Definitions
Serving as the first point of escalation for tickets that have been deemed priority or escalated by client
Visiting client sites as required to better understand client needs improve communications/ relationships with the client
Gathering market research client feedback stakeholder input
Overseeing and continuing to improve processes and workflows
Qualifications :
5 years of experience in incident management or IT service management
Experience working with AV systems and technologies
Proven track record of managing high-impact incidents and escalations
Familiarity with ticketing systems (e.g. Q360 ServiceNow Jira)
Strong understanding of AV infrastructure and support processes
Proficiency in incident tracking and SLA monitoring tools
Ability to analyze incident trends and identify root causes
Knowledge of post-incident review (PIR) processes and documentation
Excellent communication and interpersonal skills
Strong leadership and decision-making abilities under pressure
Ability to build and maintain client relationships
Detail-oriented with strong organizational skills
Willingness to travel to client sites as needed
Flexibility to work outside of standard hours during critical incidents
Additional Information :
Further Details:
Annual salary range: $110000 - $120000 CAD per year.
Comprehensive medical and dental coverage.
Yearly bonus
3 weeks of paid vacation in your first year with additional days accrued for tenure.
6 personal paid and 4 unpaid emergency leave days.
Personal development opportunities with 20 days allocated for training and skill enhancement.
Extensive onboarding mentoring and growth potential.
A workplace built on trust empowerment and a positive atmosphere
Please note you must be eligible to work in Canada to be considered for this role.
ET Group values diversity and is committed to building teams that reflect various backgrounds perspectives and skills. Our hiring decisions are based on qualifications merit and business needs.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
