Solution Tree Jobs in Ontario (NOW HIRING)

Determine the severity of a potential major incident that has been raised by the business (per priority matrix) 

Drive successful and timely restoration services of major incidents within response and resolution time SLAs 

Establish and maintain timely communications with all stakeholders to ensure they are informed of service status with clear and comprehensive updates 

• Manage stakeholder expectations and update people on progress or slippages 

Host both technical and managerial conference calls, and facilitate effective incident management throughout the incident lifecycle 

• Spin-up command centres (virtual/physical) as needed based on priority of incidents, including call-tree escalations to Level 2 / 3 experts as needed 

• Own the creation and distribution of succinct communications on command centre progress and activities, for both front-line technical staff and executive leaders  

Co-ordinate / facilitate escalations through internal and supplier teams as needed to heighten visibility and engagement 

Maintain accurate and thoroughly detailed records of incidents 

Accountable for gathering required information from business and technology to enable effective Root Cause Analysis 

Produce and maintain Executive level reporting of incidents, including number of customers impacted and restoration timing at the time of incident an also as ongoing reporting on a cadence 

Minimize and mitigate business-impacting incidents through controlled problem identification and responsive / proactive service improvement plans 

Identify the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround 

Ensure that after a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated 

Undertake a review of the resolution of a Problem to prevent reoccurrence and learn any lessons for the future 

• Draw appropriate attention towards aging and inactive problems 

• Verify if the Problems marked as closed have been fully resolved 

Provide extended and off-hour support as needed to manage command centres and communications 

Manage processes to ensure on-call team schedules, systematic call-trees, and distribution lists are accurate and up to date 

Develop, monitor and maintain change management standards and procedures based on effectiveness 

Ensure that all changes are properly documented, reviewed, and approved 

Manage the change schedule and ensure that changes are implemented in a timely and efficient manner 

Work with stakeholders to identify potential risks and develop mitigation strategies 

Ensure that all changes are properly tested and validated before implementation 

Facilitate change advisory board (CAB) meetings  

Ensure that all changes are properly communicated to stakeholders and end-users 

Review and update SOPs, policies and business processes to improve performance  

University degree in business administration or a technology-related field required, or equivalent work experience 

Incident, Problem & Change management with Major Incident Response experience preferable 

3 years of experience with technical incident resolution or product defect resolution  

Strong written and verbal communication, with an ability to articulate issues simply, concisely, accurately and clearly for both technical working level teams and executives 

An ability to work efficiently, effectively and collaboratively 

Knowledge of ITIL 4 practices 

Analytical mind capable of managing numerous information sources and providing meaningful data analysis reports to senior management 

Organized, structured, logical thinking and detail oriented analytic skills 

Multi-tasking - can manage several concurrent initiatives with pace and prioritise demands whilst maintaining composure 

Experience with tracking incidents, problems and changes including providing dashboard views of good performance & gaps over time 

Strong knowledge of ServiceNow, Confluence and Jira is required 

Strong attention to detail, keen problem-solving skills, with experience performing impact and root cause analyses, recommending solutions, and supporting resolution efforts 

Ability to approach problems logically and with good judgment to ensure the appropriate outcome  

Capacity to adapt to and manage change in a fast-paced, dynamic environment 

Personal maturity, personable, credible, professional presence 

Coordinative authority, Calm under pressure 

Ability to work professionally with other teams and individuals to get things done quickly