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Added 3 mins ago
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Sr. IT Incident Management Analyst - EN 989
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Sr. IT Incident Management Analyst - EN 989
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Resonaite

Analyst - Incident Management (EN/FR)

Montreal, QC, Canada

Job type: Contract
Apply by: Oct 26, 2026
Experience: 3+ years of experience in Incident Management, IT Service Management, Service Desk, Network Operations, Systems Operations or a related IT operations environment.
Posting language: English
Posted: Sep 26, 2026

Apply About employer

Applications open in a new tab.

Original job description

Our client is seeking a contract based Bilingual Incident Management Analyst to support its enterprise Incident and Problem Management practice.

The Analyst will drive high-priority incidents from initial detection through service restoration, coordinating internal technical teams and external vendors, facilitating major incident bridge calls, and ensuring accurate and timely stakeholder communications.

This role is central to minimizing business disruption and maintaining the availability of critical enterprise systems. Given the organization’s regulated environment, the position also requires awareness of privacy, security and compliance requirements related to personal and health information.

Fluency in both English and French is mandatory.

Location: Hybrid Montreal or Toronto 2d/week

Duration: 6 months to start

Key Responsibilities

Triage, categorize and prioritize incidents based on severity and business impact, escalating to Major Incident Management when appropriate.
Lead and coordinate major incident bridge calls, bringing together application, infrastructure, network, security, vendor and other resolver teams to restore services quickly.
Maintain clear incident timelines, decisions, actions, owners and escalation points throughout the incident lifecycle.
Prepare and distribute incident communications in English and French, including business updates, executive summaries and service-restoration notices.
Maintain accurate Incident and Problem records within the ITSM platform, ensuring documentation meets operational and audit requirements.
Coordinate with third-party vendors and managed service providers to ensure response obligations, escalation procedures and SLAs are met.
Facilitate post-incident reviews and support Root Cause Analysis (RCA), documenting findings and tracking corrective actions through completion.
Produce incident metrics, KPI/SLA reporting and trend analysis to identify recurring issues and opportunities for improvement.
Support continuous improvement of Incident Management processes, runbooks, escalation matrices and on-call procedures.
Escalate incidents involving personal or health information to appropriate Privacy and Security teams in accordance with internal and regulatory requirements.
Support Incident Management governance, process audits, data-quality reviews and compliance activities.

Requirements

Fluent in English and French, written and spoken – mandatory. Candidates must be comfortable leading incident calls and preparing professional communications in both languages.
3+ years of experience in Incident Management, IT Service Management, Service Desk, Network Operations, Systems Operations or a related IT operations environment.
Direct experience supporting or coordinating Major/P1 incidents across multiple technical teams.
Working knowledge of ITIL Incident, Major Incident and Problem Management practices; ITIL 4 Foundation certification is preferred.
Hands-on experience with ServiceNow, Ivanti or another enterprise ITSM platform.
Familiarity with enterprise monitoring, alerting and operational support tools.
Demonstrated ability to remain composed and drive decisions during high-pressure production incidents.
Strong written and verbal communication skills, including the ability to translate technical issues into clear business-impact updates for senior stakeholders.
Strong documentation, analytical and problem-solving skills.
Post-secondary education in Information Technology, Computer Science or a related discipline, or equivalent professional experience.
Experience within healthcare, insurance, financial services or another regulated environment is considered an asset.
Familiarity with Canadian privacy and security requirements, including PHIPA and PIPEDA, is an asset.

Apply About employer

More about this job

Responsibilities

Coordinate high-priority incidents from detection through service restoration, leading incident calls and aligning technical teams, vendors, and stakeholders. Maintain incident records and communications, support root cause reviews and corrective actions, report operational metrics, and uphold privacy, security, and compliance requirements.

Requirements

Requires fluency in written and spoken English and French, at least three years of relevant IT operations or service management experience, and direct experience coordinating major incidents across technical teams. Candidates should have working knowledge of ITIL practices and an enterprise ITSM platform; ITIL 4 Foundation certification, regulated-industry experience, and familiarity with PHIPA and PIPEDA are preferred or considered assets.

Skills

Incident Management
Major Incident Management
Problem Management
ITIL
ServiceNow
Ivanti
Incident Triage
Incident Coordination
Stakeholder Communications
Root Cause Analysis
ITSM Documentation
KPI and SLA Reporting
Vendor Management
Privacy and Security Compliance
English-French Bilingual Communication
Process Improvement

Visa sponsorship

Not detected in the job text

Keywords

Incident Management
Major Incident Management
Problem Management
IT Service Management
ITIL
ITIL 4 Foundation
ServiceNow
Ivanti
ITSM Platform
Incident Triage
Incident Prioritization
Major Incident Bridge Calls
Service Restoration
Root Cause Analysis
Post-Incident Reviews
Incident Communications
KPI Reporting
SLA Reporting
Trend Analysis
Vendor Management
Enterprise Monitoring
Operational Support
Runbooks
Escalation Matrices
Privacy Compliance
Security Compliance
PHIPA
PIPEDA
Healthcare
Financial Services

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