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About the Role

This role is responsible for executing the enterprise Major Incident Management process for Canada Life, contributing to the overall support and stability of the organization. It requires advanced skills to facilitate the resolution of complex issues, prioritize service restoration, and manage command-and-control activities in a 7x24 environment. The position focuses on formalizing best practices, identifying process improvements, and collaborating with technical and business teams for continual service improvement.

Responsibilities

Day-to-day facilitation of Major Incident teams procedures for service-impacting technology incidents.
Lead multiple technical teams and streams of investigation for widespread incidents.
Engage, collaborate, and coordinate recovery actions with Risk, Disaster Recovery teams, Business Incident Management, and Business Continuity.
Engage the Critical Incident Response Team providing updates to senior leaders/executives across technology.
Accountable for communications across technology support staff, business, senior leaders, executives, BU Tech teams, and Information Security during Major Incidents.
Facilitate post incident/Major Incident Reviews to identify follow-up action items and focused discussions on recovery best practices, preventative actions, and continuous improvement opportunities.
Accountable for identifying incident trends to identify and implement improvements through Problem Management best practices.
Lead organization-wide chronic issues, drive root cause and permanent fix identification.
Identify common trends across incident events and recoveries, working alongside Problem Management Specialists to identify root cause.
Lead high priority problem discussions to facilitate quicker root cause and permanent fix identification.
May work with the Major Incident & Problem Management Director on continuous service improvement initiatives.

Requirements

Post-secondary degree/diploma in business or computer science or an equivalent combination of training and experience.
8+ years of experience in Technology Support including Major Incident Management, facilitation of recoveries, Incident Management, and Problem Management.
Working technical support experience and strong technical acumen.
Broad knowledge and experience working with various technologies (network, server, mainframe, application, programming language, etc.).
Able to quickly build and gain the respect and cooperation of both technology support staff and technology leaders.
Strong organizational skills.
Strength in building partnerships and working collaboratively with a variety of skills and levels.
Proven ability to manage in crisis situations and work under high stress conditions in a 24x7 support environment.
Adaptable to changing requirements in a fast-moving environment.
Relevant experience in insurance, banking, and/or financial industry is an asset.
Knowledge of working with and reporting requirements across regulators such as OSFI.
Proficiency with ServiceNow is a definite asset.

Skills

Major Incident Management
Problem solving
Decision-making
Expert communication (written and verbal)
Writing executive-level communications and status reviews
Strong analytical skills
Collaboration
Influencing skills
Negotiation skills

Location

Toronto
London
Winnipeg
Halifax

Work Type

Permanent
Full Time
Hybrid

Experience Level

8+ years

Education Level

Post-secondary degree/diploma in business or computer science or equivalent combination of training and experience
ITIL V3 or above
Major Incident Management, Problem solving and decision-making certifications

Salary/Compensations

$82,700 - $132,700 annually

Benefits

Career Development opportunities
Access to industry-leading learning programs
Up to $2,000 annually towards education reimbursement
Flexible health and dental benefits
$5,000 mental health benefit
In addition to regular vacation and personal days
Volunteer day
Company-matching pension plan
Share ownership program
Additional investment options
Employee recognition programs
Service milestone celebrations
Employee discounts

About the Company

United by a shared purpose: to improve the financial, physical and mental well-being of Canadians.
Trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.
Looking for people who live our values everyday: step up, do the right thing, and deliver.
Committed to supporting employees through every stage of their career.
Emphasis on Community: workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

Equal Opportunity

Committed to removing barriers and ensuring equal access to employment.
Applicants requiring reasonable accommodation during the application process may contact talentacquisitioncanada@canadalife.com.
All information provided will be handled in accordance with applicable laws and Canada Life policies.