IT Incident and Problem Manager

Category: Business Consulting, Strategy and Digital Transformation

Main location: Canada, Quebec, Montre9al

Position ID:J0626-0532

Employment Type: Full Time

Position Description:

IT Incident & Problem Management Advisor

Work Model: Hybrid (minimum 2 days per week onsite)

Job Description

As an IT Incident & Problem Management Advisor, you will play a key role in coordinating and resolving major incidents to minimize business impact. You will be responsible for managing escalations, communicating with stakeholders, and driving problem management activities, including root cause analysis and continuous improvement initiatives.

Your future duties and responsibilities:

Incident Management
Coordinate the rapid restoration of services to minimize operational impact.
Assess and analyze the impact of incidents and service disruptions.
Mobilize the appropriate teams and resources to resolve incidents within expected timelines.
Monitor and coordinate incident resolution activities through to closure.
Manage functional and management escalations as required.
Ensure the appropriate support teams are engaged and actively working toward resolution.
Provide timely and accurate updates to stakeholders.
Organize and facilitate incident bridge calls involving multiple teams when necessary.
Confirm resolution with end users or support teams.
Coordinate handoffs and continuity when incident resolution spans multiple shifts.
Problem Management
Initiate and coordinate incident reviews.
Manage the problem management process from identification through resolution.
Identify recurring issues and drive root cause analysis activities.
Facilitate formal and informal problem review meetings.
Produce trend analysis reports and performance metrics related to incidents and problems.
Ensure incidents and problems are properly documented in ticketing systems (Jira, ITSM platforms, etc.).
Identify opportunities for process improvement and contribute to operational excellence initiatives.
Measure and analyze key performance indicators such as Mean Time to Resolution (MTTR), SLA compliance, and incident recurrence.

Required qualifications to be successful in this role:

Change Management
Identify changes that may impact operational stability.
Collaborate with Change Management teams to reduce the risk of incidents related to system or application changes.
Participate in post-implementation reviews and lessons learned sessions.
Required Qualifications
College diploma in Information Technology or equivalent experience.
3 to 5 years of experience in IT support, service desk, systems administration, network administration, or a related field.
Experience managing or participating in major incident response activities.
Strong analytical and problem-solving skills.
Ability to make sound decisions in high-pressure situations.
Excellent communication and stakeholder management skills.
Ability to translate complex technical issues into business-friendly language.
Strong leadership and coordination skills, particularly during critical incidents.
Strong sense of urgency and accountability.
Bilingualism (English and French), both written and spoken.
Availability to participate in an on-call rotation and respond to critical incidents outside regular business hours when required.
Preferred Qualifications
Knowledge of ITIL best practices, particularly Incident, Problem, and Change Management.
Experience with Jira, ServiceNow, or other ITSM platforms.
Strong Microsoft Office skills, especially Excel for data analysis and reporting.
Understanding of network and infrastructure technologies.
Ability to manage multiple priorities in a fast-paced environment.
CGI provides a reasonable estimate of the salary range for this position. The determination of this range is based on various factors, including skill level, geographic market, experience, education, and professional licenses and certifications. Compensation decisions are made based on the specific circumstances of each individual case. A reasonable estimate of the salary range for this position is between $60,000 and $115,000. This position is currently open.

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Skills:

• English
• French
• Communication
• Customer Service & Support
• Incident Management
• Issue Management
• Problem Solving

What you can expect from us:

Together, as owners, let's turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because...

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.

Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive.

Come join our team-one of the largest IT and business consulting services firms in the world.