Coordinator, IT Incident Management

Job title: Coordinator, IT Incident Management

Job description: Desjardins Group is the largest cooperative financial group in Canada, and one of the largest employers in the country. It offers a full range of financial products and services and is home to a wealth of expertise in property and casualty insurance, life and health insurance, wealth management, services for businesses of all sizes, securities brokerage, asset management, venture capital, and secure, leading-edge virtual access methods.

Job Level NV-08

As Coordinator, IT Incident Management, you will contribute to IT efficiency by coordinating incidents involving IT networks, management systems, programs and infrastructure servers to meet the needs of the organization.

You analyze and help diagnose issues related to IT deliveries, rollouts, infrastructure operation, controls and quality assurance. You provide opinions based on your discipline’s rules and help develop recommendations and implementation plans. You develop tools, methods and processes. Your projects and initiatives require extensive knowledge of your line of work.

You share ideas and help solve problems using your analytical skills, extensive knowledge of your line of business and ability to manage complexity. You interact with stakeholders working in other technology fields.

You provide discipline-specific support to your unit, clients and partners.

General Information on the Position

More specifically, you will coordinate incident investigation and resolution work, facilitate and manage technical briefings and documentation using the IT services management tool. You will monitor action plans for the resolution and prevention of recurring incidents. You will also follow up on escalation and management requests, and incident queue management.

Additional responsibilities

• Coordinate, identify, record, analyze and interpret the information and data needed to support the IT incident management process.
• Analyze risks. Draft various reports and recommendations. Provide advisory support in implementing these recommendations.
• Help prepare and recommend action plans to remedy the incidents and optimize the incident management process, in accordance with generally recognized rules and guidelines.
• Develop and draft work methods and processes for roles associated with the incident management process.

Other working condition

• Temporary work: scheduled to end on December, 31, 2022
• Number of job available: 1

Qualifications

• Bachelor’s degree computer science or in a related field
• A minimum of two years of relevant experience
• Problem and incident management experience and level 2 and 3 IT support

Please note that other combinations of qualifications and relevant experience may be considered

• For vacant positions available in Quebec, please note that knowledge of French is required

Specific knowledge

• Knowledge of HPSM or a service management tool
• Familiarity with ITIL concepts, certification (an asset)

Desjardins Cross-sector skills Action oriented, Customer Focus, Differences, Nimble learning

Key competencies for the job

Work Location 1050, Côte du Beaver Hall Montréal

Trade Union Non Syndiqué

Unposting Date 2021-07-1

Job Family Information technology (FG)

Click Here to Apply

Source: