Incident Manager

Job Title
Incident Manager
Job Description
Who are we?
Founded in 1924, Irving Oil is a family-owned company with operations throughout Eastern Canada, New England and Ireland with a focus on providing exceptional service and high-quality products to our customers. Every day, we strive to put our good energy in action to bring families together, support the environment and local wildlife, and to create learning opportunities that empower the next generation.
Here's what you can expect from us:
When you're a part of our team, you'll see how we bring good energy to our business and our employees. Together, we will support our corporate strategy, high standards and the communities where we live and work. Our collaborative approach, commitment to diversity and inclusion along with our safety-first culture helps reinforce our internal brand position where People Matter. That's why we're dedicated to the development of our employees, so that they can reach their career goals.
What you can expect in a typical day:
As the IT Service Delivery Analyst, you will lead the effective implementation of the Incident Management Process and the Problem Management Process. Your focus will be on keeping the organization prepared for unexpected service disruptions in hardware, software, and IT security. You will identify the root cause of incidents, document them, and provide recommendations for permanent solutions to solve recurring IT incidents. Ultimately, you are responsible for ensuring that service interruptions have a minimal impact on the business and are restored as quickly as possible. You will also champion the incident and problem processes by ensuring that the proper incident response and problem management processes are followed across the entire IT organization including low, medium, and high priorities. Some after hours work may be required.
What you will need to succeed:
  • Very strong analytical skills to dig to the root cause of incidents.
  • Strong customer mindset with a sense of urgency.
  • Proven ability to work in a complex, real-time environment to solve incidents quickly.
  • Good understanding of service level agreements (SLAs) and how they are applied.
  • Able to stay calm and de-escalate situations with stakeholders.
  • Ability to maintain a strong understanding of the business and what impacts decisions have on operations.

What you will do
  • Initiate and lead calls with various stakeholders driving for resolution including Business Critical Incident Management calls.
  • Define and lead a plan of action by working closely with development and operations teams for a quick, effective resolution of incidents.
  • Coordinate with external vendors to guide and direct along with internal teams for resolution; this includes consideration of temporary work-arounds as viable options.
  • Manage the coordination of high priority incidents and provide business impact updates to stakeholders, verbal and written.
  • Analyze very detailed information from multiple sources to find incident causes that are ongoing problems
  • Manage the full life cycle of problem resolution: detect, log, categorize, prioritize, investigate, diagnose, resolve, and close problems.
  • Ensure that incident and problem tickets are properly updated and classified with detailed information such as reasons for decisions made, all approvals, cause of the incident, detailed steps for resolution.
  • React quickly to all incidents; prioritize according to SLA and identify if low, medium, or high priority.
  • Be an active participant in operational reviews, change management, and problem management, and continuous improvement meetings.
  • Maintain accurate data for incident and problem management reporting including scorecards and other KPIs; work to meet or exceed targets.
  • Continually work to improve processes and metrics.

  • Travel is not a requirement for this position.

Education and experience
  • Post-secondary education in Computer Science, Information Technology, Information Systems, related field, or equivalent experience.
  • Certifications in ITIL an asset, especially those related to Incident and Problem Management.
  • Familiarity with incident management tools such as ServiceNow, PagerDuty, etc. an asset.
  • Certifications such as Certified Incident Handler or Certification Incident Manager (CIM) an asset. 

Irving Oil supports a diverse and inclusive work environment and welcomes applications from all qualified applicants.
Job Requirements - Work Experience
Information Technology
Job Requirements - Education
Bachelors: Information Technology
Saint John, NB
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