Critical Incident and Problem Management Specialist

Do you thrive on solving problems? Are you results-driven and have strong communication skills? Canada Life is seeking for a Critical Incident and Problem Management Specialist to join our Information Technology Service Experience organization.

Reporting to the Manager, Critical Incident and Problem Management, this role will be a vital part of our Critical Incident and Problem Management team.

What you’ll do / Role Description

As a dynamic, interpersonal, and energetic team member, you contribute to the overall support and stability of the IT organization through the effective and efficient execution of the incident and problem management process. 

• Manage critical incidents and problems with an emphasis on minimizing production, financial and reputational impact (24x7 rotating on-call support)
• Initiate protocol for any critical technology incident that impacts a critical business application or core infrastructure service
• Assemble and provide technical leadership to the Incident Response Team as required to coordinate troubleshooting approach and service restoration activities.
• Communicate appropriate updates to all key stake holders with progress until resolution

• Identify and analyze incident and problem trends, thoroughly documenting resolution and/or workarounds
  • Identify trends leveraging business feedback, and incident analysis
  • Perform root cause analysis using proven problem analysis methodology (Kepner Tregoe, Ishikawa/Fishbone, etc.)
  • Maintain inventory of Problems under analysis, their current progress/status, and coordinate the resolution with the Problem owner
  • Monitor progress on the resolution of Known Errors and ensure best available workaround for Incidents are documented and communicated
• Manage stakeholder communications, provide seamless escalations and communications
• Create and publish various metrics, reports, and conducts post incident reviews 

Qualifications and Competencies

• 8-10 years of professional technology support experience in a large application or infrastructure environment
• 5+ years of critical incident management experience in a large enterprise
• Demonstrated breadth of understanding of multiple technology areas (i.e. one or more of: Unix, Intel, enterprise storage, networking, database, IT security, web infrastructure, application support, Cloud computing)
• Demonstrated ability to problem solve using a structured, data centric methodology (e.g. Kepner-Tregoe)
• Strong analytical, critical thinking and problem-solving skills and an ability to present clear, concise and effective solutions
• Ability to work and adapt in high pressure, fast paced environment and maintain calm during stressful situations
• Exhibit solid communication skills, both written and verbal with the ability to communicate and articulate technical information into business language
• Effective influencer without authority for driving work and direction across multiple teams and technology discipline, geographical locations; ability to build successful relationships across a wide range of IT teams
• Proven ability to effectively prioritize and execute tasks with multiple competing priorities

• Completed post-secondary education related IT Field, Business Administration or equivalent experience is required

What really sets you apart:

• You are focused on IT service restoration and proactive response to prevent or minimize business impact using a structured and analytical approach.

Our Story 

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Canada Life is a leading insurance, wealth management and benefits provider focused on improving the financial, physical and mental well-being of Canadians. For more than 170 years, individuals, families and business owners across Canada have trusted us to provide sound guidance and deliver on the promises we’ve made.  

As of January 1, 2020, Great-West Life, London Life and Canada Life became one company – Canada Life, and today, we proudly serve more than 13 million customer relationships from coast to coast to coast. 

Discover your opportunity….Apply today! 

Canada Life offers competitive compensation, great benefits such as medical, dental, life insurance, wellness account and personal days not to mention onsite cafeteria and fitness in our head office facilities. ?If you’d like to join our team submit your information online and introduce yourself. 

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Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations. 

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We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. 

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Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted