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Added 13 mins ago
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Manager, Data Analytics and Reporting
AstraZeneca
Mississauga, ON · Canada - Mississauga
- Full-time
The Manager, Analytics & Reporting will lead the creation of trusted, scalable analytics and reporting that power the US Commercial business across Specialty Pharmacy, Specialty Infusion…
Added 13 mins ago
M
AVP, Enterprise Digital Capabilities
Manulife
Toronto, ON
- Full-time
…One Manulife experiences across the enterprise. The AVP will lead this evolution – working across segments to identify where common capabilities can create the greatest incremental value,…
Added 13 mins ago
KG
Manager Project Managment
KION Group
Mississauga, ON
- Full-time
Lead, coach, and develop project management team members, fostering a culture of inclusion, accountability, customer focus, and continuous improvement.
Added 13 mins ago
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Architecte principal national / Country Lead Architect
RTX
Longueuil, QC
- Full-time
Added 13 mins ago
Senior Associate, Programmatic Solutions
WPP Media
Toronto, ON
…to solve complex business challenges using the latest media…
Added 13 mins ago
Manager, Performance Enablement - Global HR
Scotiabank
Toronto, ON
…to best enhance and elevate the employee experience through…
Added 13 mins ago
Senior Conversation Designer, AI & Virtual Agents
GFT Technologies SE
Toronto, ON
We're looking for a Senior Conversation Designer to lead the design of intelligent, human-centred conversational experiences across virtual agents, chatbots, voicebots, and AI-powered…
Added 14 mins ago
SM
RQ11737 – Software Developer – Full Stack – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
Added 14 mins ago
SM
RQ11618 – UX Designer – Junior
S M Software Solutions Inc
Toronto, ON
- Internship
Ability to define and lead UX projects, design workshops, and alignment sessions with stakeholders and business users.
Added 14 mins ago
SM
RQ11742 – Systems Testing/QA Specialist – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
Lead defect triage and monitor defects through resolution and closure.
Added 14 mins ago
SM
RQ11618 – UX Designer – Junior
S M Software Solutions Inc
Toronto, ON
- Internship
Ability to define and lead UX projects, design workshops, and alignment sessions with stakeholders and business users.
Added 14 mins ago
SM
RQ11737 – Software Developer – Full Stack – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
Added 14 mins ago
SM
RQ11743 – Systems Testing/QA Specialist – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
Lead defect triage and monitor defects through resolution and closure.
Added 14 mins ago
SM
RQ11743 – Systems Testing/QA Specialist – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
Lead defect triage and monitor defects through resolution and closure.
Added 14 mins ago
IG
Business Intelligence Lead
Insight Global
Toronto, ON
- $60 to $88 CAD / hour
- Contract
Insight Global is seeking a Solution Designer / Technical Product Lead to support an executive reporting and analytics platform within Wealth Management. This role combines technical…
Added 14 mins ago
LI
Contact Center Solution Architect
LanceSoft, Inc.
Toronto, ON
- Contract
…Routing Profiles and Contact Lens.(9) Support Deployment and Lead the Teams.(10) Good to have experience working with Telephony Provider Platform with the Services (Preferably Amazon…
Added 14 mins ago
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Manager, Enterprise
BrainStation
Toronto, ON
- Full-time
This is transformation work, and you will be accountable for it. You will lead engagements end to end, own the client relationship day to day, set the strategic direction of the work, and…
Added 14 mins ago
SM
RQ00762 – Systems Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
…Apps, Power Pages, and Dataverse. The successful candidate will lead solution analysis, system design, technical documentation, implementation, integration, and support activities for…
Added 14 mins ago
BI
Senior Program Manager (Digital Transformation) Toronto, Canada (Hybrid – client location)
BURGEON IT SERVICES
Toronto, ON
- Contract
We are looking for an experienced Senior Program Manager to lead large-scale IT and digital transformation programs across web, mobile, cloud, AI, CRM, and customer experience platforms.
Added 14 mins ago
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Project Manager: Hospital.
isgSearch
Mississauga, ON
- Contract
Experience delivering projects in the Healthcare and Technology industry.
Added 14 mins ago
SM
29954-RFR-DTS-071 – Project Manager
S M Software Solutions Inc
Winnipeg, MB
- Full-time
We are seeking an experienced Project Manager with a minimum of 10 years of experience managing Information Technology projects, along with a valid PMP or PRINCE2 Practitioner…
Added 14 mins ago
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Customer Support Lead
Pontosense
Toronto, ON
- Full-time
We strive to provide accessible communication and technology for our employees and customers and always look for ways to improve. If you have any feedback or suggestions on how we can…
Added 14 mins ago
S
Health And Safety Manager
Stelumar
Mississauga, ON
- Full-time
Stelumar Advanced Manufacturing Inc. (SAMI or Stelumar) is a technology-driven company dedicated to revolutionizing homebuilding in Canada through advanced modular building solutions.…
Added 14 mins ago
IS
Technical Lead -ML Ops / AI Platform
Iris Software Inc.
Toronto, ON
- Contract
Iris's direct client, one of the Top 5 Bank in Canada, is looking to hire a Project Lead - ML Ops / AI Platform for a long-term opportunity.
Added 14 mins ago
AC
Senior Control Engineer
ALTEN Canada
Woodbridge, ON
- Full-time
…our unwavering commitment to excellence shaping the future of technology and…

Resonaite

Analyst - Incident Management (EN/FR)

Montreal, QC, Canada

Contract

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Applications open in a new tab.

Job details

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

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.

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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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