DevOps Incident Management Lead

Short Description

Job Description

The DevOps Incident Management Lead at Freedom Mobile  is responsible for managing the major incident management process and related processes for our IT teams and systems. The role requires a good understanding of IT operations, DevOps and ITIL best practices and compliance issues. The candidate must be comfortable leading diverse technical teams to solve problems while under pressure and communicating issues and needs to technical and non-technical stakeholders. They must have a good analytical mindset and be eager to identify process problems and develop solutions to drive continuous improvement in our processes and operations.

Responsibilities: 

• Lead and coordinate resources during major IT incidents ensuring effective resource management and communication to drive timely restoration of business services. 
• Ensure proper classification, prioritization and escalation of incidents based on defined criteria and a matrix defining impact and urgency factors. 
• Conduct post-incident reviews to determine causal factors of incidents and actions to be taken to prevent future incidents. 
• Ensure proper documentation of incidents and related records for audit and compliance purposes and to provide a historical record of incidents and corrective actions. 
• Obtain and/or provide approval for emergency corrective actions to resolve incidents. 
• Collect and report KPIs and metrics about IT operational processes to track performance trends over time and the effectiveness of our improvement efforts. 
• Maintain a problem management process to ensure progress on long term solutions to outstanding system issues. 
• Create and maintain documentation on incident and problem management processes and standards, including communications, escalation paths, post-incident review processes, reporting and ticketing standards. 
• Assist with change and release management processes to ensure compliance and reduce the risk of business impacting incidents due to change processes. 
• Propose and implement process improvements where necessary to enhance the operational performance of the Freedom Mobile IT organization. 
• Maintain awareness of industry best practices with respect to incident, problem and change management processes, including ITIL and DevOps best practices. 
• Identify trends, recurring issues and opportunities to reduce incident volumes and reduce the mean time to restore (MTTR) services. 
• Be available for 24/7 on-call response to critical incidents outside of regular business hours in accordance with a regular rotating schedule. 
   

Qualifications

• 5+ years of experience in incident management or IT Operations within an enterprise environment 
• Strong understanding of ITIL, DORA and/or ITSM practices (especially incident and problem management) 
• Exceptional organizational, communication, and facilitation skills 
• Ability to track KPIs, analyze metrics, find trends, and process bottlenecks to find improvements. 
• Experience coordinating cross-functional teams under pressure in a fast paced environment 
• Familiarity with tools such as BMC Helix, Service Now, or Jira for ITSM and Ticketing, as well as documentation tools such as Confluence and the Microsoft Office suite. 
• Experience in telecommunications, retail or customer care environments may be an asset. 
• Experience in modern, hybrid cloud environments may be an asset. 
• ITIL certification (Foundation or higher) is desirable.