Incident Management Analyst - Jobs in Toronto, ON

Job Description

Help us boldly shape retail in CanadaCanadian Tire Corporation, Limited (“CTC”) is one of Canada’s most admired and trusted companies. With world-class Owned Brands and exciting market-leading merchandising strategies, we are continually innovating with purpose: to be there for Canadians from coast-to-coast. We are relentlessly focused on innovating at every level of our business, investing in new technologies and products, and doubling down on the best talent to drive the company forward. It is an especially exciting time to join Canadian Tire and its group of companies.Reporting to the ITSM Operations Manager, effectively execute the IT Incident Management processes. Responsibilities include defining planning, implementing, operating, and administering Incident Management processes throughout Canadian Tire IT. This requires managing and coordination resources within Canadian Tire IT, and relationships throughout CTC business partnersThis is a remote position.What you’ll do

• Management of Major / Critical incidents which has significant business and revenue impact and primarily involving large scale infrastructure issues or high-risk data or application issues. This role would be on call support 24/7 to support the business availability.
• Sending out timely executive communication to executives, service managers and key stakeholders throughout the lifecycle of incidents.
• Managing resolution of major production incidents by leading infrastructure, application and vendor teams and ensuring early recovery of the impacted service.
• Undertake and drive post incident reviews, with the focus on identifying root cause, process and (or) operational improvements
• Advising and consulting with other IT teams on processes relating to Incident Management, Problem Management and Change Management
• Working with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements)

What you bring

• Bachelor’s degree in Computer Science or a related technical discipline or the equivalent combination of education, technical certifications/training, or work experience
• Minimum of 3-5 years of Major Incident Management experience
• Strategic thinker with strong analytical abilities
• Experience working in large Enterprise Environments
• Excellent communication and interactive skills (both verbal and written); must be able to convey conceptual information and ideas to business partners
• The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential
• Ability to communicate incident status quickly and clearly via email in business-friendly language
• The ability to remain calm and create a sense of calm for others during a crisis
• Experience of managing major Incidents in complex IT environment in larger organization (Cloud + On-Premise)
• An understanding and experience of the technology used in a large enterprise is required (i.e. one or more of: Unix / Linux, Windows, storage, networking, databases, IT security, web infrastructure, application support, Cloud computing) and how they interoperate
• Advanced Microsoft Office ability (especially MS Excel, PowerPoint and Project)
• Passion for excellence, strong work ethic and solutions-oriented
• Ability to drive self-directed initiatives – proactively identify when it is necessary to take certain steps and move ahead with confidence
• Highly motivated, creative, self-sufficient, and able to operate effectively without close supervision
• Willingness to work holidays and on-call overnight is a MUST

Nice to Have Skills

• Kepner Tregoe Certification or training is a major plus
• ITIL V4 Certificate or training is a major plus
• Global exposure working with teams and Demonstrated ability to work with peers in a cross-functional setting
• Experience with ITSM tools with strong understanding of service management principles it supports

About Canadian Tire CorporationAs one of the most trusted brands in Canada, our employees take pride in the work we do across the country. It’s more than the iconic triangle that keeps our employees around. From benefits and perks, to learning and development opportunities, to our commitment to Jumpstart – these are some of the many reasons why Canadian Tire Corporation is one of Canada’s Best Managed Companies . To learn more follow us on LinkedIn .#LI-GM1 Canadian Tire is an equal opportunity employer. We are committed to a diverse and inclusive workplace for all. We recognize that our future success depends on the perspectives and contributions of all our employees - their diverse backgrounds, abilities and experiences make our business stronger. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience. Information TechnologyOntario-TorontoPermanentFull-timeJob Posting : Aug 2, 2022, 2:00:48 PMQuick Apply

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