Incident Management Analyst
- Toronto, ON
- Temporary
- Full-time
- Oversee the full lifecycle of incident management, ensuring all incidents are logged, prioritized, and resolved within established timelines.
- Develop and distribute clear and accurate communications regarding incidents to internal teams and clients.
- Lead incident management calls, ensuring all technical and operational teams take prompt and effective action.
- Conduct post-incident reviews to identify root causes and implement corrective measures to minimize recurrence.
- Collaborate with stakeholders to investigate and resolve problems while adhering to service level agreements (SLAs).
- Monitor incident management metrics, analyze trends, and recommend improvements to enhance processes.
- Provide advanced product support to client service teams by analyzing and resolving complex inquiries.
- Participate in special projects aimed at process improvement and enhancing the overall support experience.
- Continuously refine incident protocols and best practices to improve operational efficiency.
- Provide 24/7 on-call support on a rotational basis to ensure uninterrupted service.
- Strong experience in incident management, including root cause analysis and resolution.
- Excellent written and verbal communication skills, with the ability to create clear client-facing incident updates.
- Proficiency in working with tools like JIRA and other incident tracking systems.
- Proven ability to collaborate across technical, operational, and client service teams.
- Familiarity with financial services operations, including trading and portfolio management.
- Strong time management and prioritization skills to manage multiple tasks effectively.
- Experience with metric reporting and analyzing trends to recommend process improvements.
- Ability to participate in and lead special projects related to process enhancement and decision-making.