Analyst - Incident Management (EN/FR)

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.