Major Incident Manager

Cineplex - Toronto, ON (13 months ago)

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Job Description

Major Incident Manager – Overview

Reporting to the Manager of CMC, this leadership role is responsible for managing network/application incidents & situations across the various Cineplex locations within Canada and the US. The successful candidate will execute the day to day management, communications, escalations, of incidents to ensure there is effective resolution, accurate communications, appropriate measures to mitigate impact and follow up on post incident action items. The Incident Manager will liaise with several internal departments, including Technology, Digital, Guest Services, Marketing, Operations, & external Vendors. This position requires leadership, teamwork, innovative thinking, crisis management and strong follow up and execution skills.

What YOU Bring and Key Accountabilities

Management of Major / Critical incidents which has significant business and revenue impact and primarily involving large scale infrastructure issues or high-risk data or application issues. This role would be on call support 24/7 to support the business availability.
Sending out timely executive communication to executives, service managers and key stakeholders throughout the lifecycle of incidents.
Managing resolution of major production incidents by leading infrastructure, application and vendor teams and ensuring early recovery of the impacted service.
Undertake and drive post incident reviews, with the focus on identifying root cause, process and (or) operational improvements
Advising and consulting with other IT teams on processes relating to Incident Management, Problem Management and Change Management
Working with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements)
Identifying opportunities for continuous improvement by interacting with various organizations in IT, evaluating incident management and incident management data processes, identifying weakness and recommending improvement plans; identify and drive data quality improvements and opportunities for automation


Mandatory Skills

Minimum of 3-5 years of Major Incident Management experience
Strategic thinker with strong analytical abilities
Knowledge of project management methodologies
Experience working in large Enterprise Environments
Excellent communication and interactive skills (both verbal and written); must be able to convey conceptual information and ideas to business partners
The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential
Ability to quickly and clearly communicate incident status via email in business-friendly language
The ability to remain calm and create a sense of calm for others during a crisis situation
Experience of managing major Incidents in complex IT environment in larger organization (Cloud + On-Premise)
An understanding and experience of the technology used in a large enterprise is required (i.e. one or more of: Unix / Linux, Windows, storage, networking, databases, IT security, web infrastructure, application support, Cloud computing) and how they interoperate
Advanced Microsoft Office ability (especially MS Excel, PowerPoint and Project)
Passion for excellence, strong work ethic and solutions-oriented
Fast learner with an entrepreneurial spirit
Creativity and problem-solving ability to overcome unexpected obstacles
Ability to drive self-directed initiatives – proactively identify when it’s necessary to take certain steps and move ahead with confidence
Highly motivated, creative, self-sufficient, and able to operate effectively without close supervision
Nice to Have Skills

Kepner Tregoe Certification or training is a major plus
ITIL V3 Certificate in IT Service Management - knowledge of software/systems development, problem management ITIL methodologies and frameworks
Global exposure working with teams and Demonstrated ability to work with peers in a cross-functional setting
Experience with ITSM tools with strong understanding of service management principles it supports

Additional Information

Interested applicants please apply today.

While we appreciate all interest, only those candidates selected for an interview will be contacted. As part of Cineplex Entertainment’s standard recruitment process, suitable candidate(s) will be required to undergo pre-employment screening as a condition of employment or promotion.

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