Incident & Problem Manager - Jobs in Florenceville-Bristol, NB

Job Description

Position Title: Incident & Problem ManagerPosition Type: Regular - Full-TimePosition Location: Florenceville GTCRequisition ID: 6817Reporting to the Director, IT Operations & Platform Support, the Incident & Problem Manager will be responsible for day-to-day management of Incidents and Problems ensuring adherence to ITSM processes. This role will be the focal point for Incident Management, Major Incident Management and Problem Management.JOB RESPONSIBILITIES:Responsible for management of day-to-day operational aspects of Incident and Problem Management to ensure compliance with SLA guidelines, audit requirements, and ITSM processes.Execute and manage Incident & Problem Management processes to ensure optimal overall performance.Act as primary focal point for all Incident and Problem related escalations.Work closely with Resolver Teams, Support Team Managers and Service Managers to adopt Incident and Problem Management Processes and improve maturity levels.Monitor Incident resolutions and track trends/patterns to identify potential Problems and drive creation of appropriate Problem Tickets and RCAs through corresponding support teams.Review Incident and Problem tickets to ensure adherence to Incident and Problem Management processes.Provide guidance on Incident and Problem Management to all support staff and assist in their training and knowledge development.Monitor Backlogs and drive Incidents & Problems closure through follow ups with teams on Open TicketsCoordinate root cause analysis, review and authorize RCAs, and drive execution of RCA actions.Chair Problem review and RCA meetingsAssist ITSM team with process performance reviews.Respond to and comply with Investigations, Audits, periodic reviews, etc.Manage and Drive Major incidents to resolutionEngage appropriate stakeholders and drive internal and external resolver teams to efficiently restore serviceManage Major Incident notifications and provide clear and accurate communication to stakeholders.Attend and participate in team and operational meetings as required.KEY QUALIFICATION & EXPERIENCES:7+ years’ experience in managing Incidents, Major Incidents and Problems within an ITIL framework.Bachelor’s degree in computer science, information systems or other related field (or equivalent work experience).Broad exposure to IT infrastructure and application landscape ideally with technical depth in a discipline/ITSM process.Experience in administering, monitoring, reporting and maintaining Incident and Problem Modules in ITSM tools.Customer service: experience working with users to understand and resolve issues.Empathetic listening: the ability to convince the user considering what he/she is experiencing.Pattern and dependency recognition: identifying issues based on patterns and events.Qualification in ITIL 4 (desired).McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger.McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs.Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with the Global Privacy PolicyJob Family: Information TechnologyDivision: Global TechnologyDepartment: IT Operations & Platform SupportLocation(s): Florenceville-Bristol || CA - Canada : New Brunswick : Bathurst || CA - Canada : New Brunswick : Centreville || CA - Canada : New Brunswick : Edmundston || CA - Canada : New Brunswick : Florenceville-Bristol || CA - Canada : New Brunswick : Fredericton || CA - Canada : New Brunswick : Grand Falls || CA - Canada : New Brunswick : Hartland || CA - Canada : New Brunswick : Moncton || CA - Canada : New Brunswick : Saint John || CA - Canada : New Brunswick : SomervilleCompany: McCain Foods (Canada)