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Added 21 mins ago
Hightide - Program Manager (Mon-Fri Days)
RainCity Housing and Support Society
Sechelt, BC
The Program Manager oversees program development and the daily operations of the site and program. The Manager develops, implements, monitors, and evaluates the program policies,…
Added 21 mins ago
AG
Transmission Key Accounts Manager
ATCO Gas
AB · Edmonton, AB
- Full-time
…Structures & Logistics (workforce housing, innovative modular facilities, construction, site support services, and logistics and operations management), Energy Infrastructure (electricity…
Added 37 mins ago
UO
Dental Clinic Receptionist
University of British Columbia
Vancouver, BC · UBCV | David Strangway Building (STRG)
- Full-time
…the Clinic Administrator that reports to the Senior Clinic Manager, Resources and Operations. Works closely with the other Clinic Receptionists, insurance coordinator, students, faculty,…
Added 37 mins ago
VF
Group Fitness & Registered Fitness Programs Coordinator
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Calgary, AB
- Full-time
…programs. This role is responsible for coordinating day-to-day operations, including scheduling, team support, and performance monitoring, while maintaining a strong presence on-site to…
Added 51 mins ago
B
Facility Manager III
BGIS
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- Full-time
The Facility Manager III ensures that client facilities are operated and maintained cost-effectively, safely, efficiently as per the operating parameters of the Statement of Work and…
Added 51 mins ago
Manager, Environment
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Added 51 mins ago
Specialist, Cash Management Client Services, GTB - Montreal
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…accounts, cash management, electronic banking services and credit facilities within Global Wholesale Operations. The incumbent is expected to act in the capacity of a Relationship Manager,…
Added 51 mins ago
G
Site & Water Treatment Plant Coordinator
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- Full-time
…management and progressive closure of former mining and processing operations across North America. Through environmental stewardship, reclamation, long-term monitoring, and community…
Added 51 mins ago
TU
Dental Clinic Receptionist
The University of British Columbia
Vancouver, BC
- Full-time
…the Clinic Administrator that reports to the Senior Clinic Manager, Resources and Operations. Works closely with the other Clinic Receptionists, insurance coordinator, students, faculty,…
Added 51 mins ago
MT
Territory Manager (East Toronto)
MT Talent Solutions Inc.
Toronto, ON
- Full-time
Coordinate and manage projects in collaboration with internal operations and service teams
Added 51 mins ago
MR
Manager, Accommodated Exam Centre
Mount Royal University
Calgary, AB
- Part-time
As part of the Access and Inclusion Services department, the Accommodated Exam Centre Manager contributes to department consistency, the University’s strategic direction, quality assurance,…
Added 51 mins ago
RH
Executive Assistant (with Office Operations)
Robert Half
Calgary, AB
- Full-time
Office Operations & Facilities (30% of the role)
Added 1 hour ago
GT
Senior Project Manager, Level II
Greater Toronto Airports Authority
Toronto, ON
- Full-time
…from initial concept design to final handover of completed facilities to operations. Depending on project allocation, typical project budgets will exceed $10 million and may, at the higher…
Added 1 hour ago
WW
Operations Coordinator, Finished Vehicle Logistics - Canada
Wallenius Wilhelmsen
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- Full-time
…increasing level of independence under the guidance of the Operations…
Added 1 hour ago
VC
Relational Security Officer
Vancouver Coastal Health
North Vancouver, BC
- $31.19 CAD / hour
- Temporary
…with established policies and procedures. Reporting to the Manager, Safety & Prevention and working under general supervision, the Relational Security Officer provides a proactive approach…
Added 1 hour ago
VC
Relational Security Officer
Vancouver Coastal Health
North Vancouver, BC
- $31.19 CAD / hour
- Part-time
…with established policies and procedures. Reporting to the Manager, Safety & Prevention and working under general supervision, the Relational Security Officer provides a proactive approach…
Added 1 hour ago
EI
Office Coordinator
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Calgary, AB
- Full-time
Reporting to the People Experience Manager, you will coordinate workplace operations and employee experience initiatives to ensure the office remains professional, welcoming, organized, and…
Added 1 hour ago
E
Personal Trainer, Bay Street
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Toronto, ON
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Premier facilities with functional training areas, top-of-the-line strength and cardio equipment, and more
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Assistant Manager
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Are you a highly motivated, engaging manager?
Added 1 hour ago
RP
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- $18.16 to $19.25 CAD / hour
- Part-time
Coordinate with Operations Manager, Shift Supervisor, or security teams when required.
Added 1 hour ago
RP
Full Time Parking Enforcement Officer - Penticton
Reimagined Parking
Penticton, BC
- $19.5 to $22 CAD / hour
- Full-time
Coordinate with Operations Manager, Shift Supervisor, or security teams when required.
Added 1 hour ago
RP
Field Supervisor - Toronto (Part-time)
Reimagined Parking
Toronto, ON
- $22 CAD / hour
- Part-time
…The Field Supervisor works closely with fellow team members, Operations Manager, and/or Shift Supervisor to ensure that quality and safety standards are met at all times as well as adhering…
Added 1 hour ago
TU
Assistant Housekeeping Manager
The University of British Columbia
Vancouver, BC
- $6,143.67 to $8,830.25 CAD / month
- Full-time
The Assistant Housekeeping Manager is primarily responsible for administration, recruitment and training on department operational procedures. This role develops, analyzes and implements…
Added 1 hour ago
S
Cloud Engineer, Healthcare IT PACS
Sectra
Vancouver, BC
- Full-time
…Sectra PACS. The position will report to the regional cloud operations…
Added 1 hour ago
S
Incident & Problem Manager, Cloud Operations
Sectra
Mississauga, ON
- Full-time
Sectra is seeking a seasoned and dynamic Incident & Problem Manager to organize and coordinate Urgent/Critical Cloud support issues and consequently implement identified improvements for…

Sectra

Incident & Problem Manager, Cloud Operations

Mississauga, ON, Canada

Our salary range for this role falls between $118,000.00 and $134,000.00. · Full-time

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Job details

Pay: Our salary range for this role falls between $118,000.00 and $134,000.00.
Job type: Full-time
Apply by: Dec 9, 2026
Posting language: English
Posted: Nov 9, 2026

Original job description

Join a tech company that's making a difference in healthcare

At Sectra, our objective is to introduce a leading global medical IT solution to the North American market, with the aim of establishing ourselves as the top provider of Enterprise Imaging and PACS solutions. Our customers operate in some of North America’s most critical functions, and we are uniquely positioned to help them optimize patient-centered care. Our modular and scalable cloud-enabled enterprise imaging solutions allow healthcare providers to grow from ology to ology, while delivering cloud-based efficiencies and advanced technology to modernize North America’s medical imaging infrastructure - all while protecting the most sensitive patient and provider data.

What's exciting about this position?

Sectra is seeking a seasoned and dynamic Incident & Problem Manager to organize and coordinate Urgent/Critical Cloud support issues and consequently implement identified improvements for Sectra North America’s Cloud Operations. In this role you will help manage and optimize all operations processes for Sectra's Cloud Operations team, with a strong emphasis on cloud-hosted environments and SaaS delivery models. The Incident & Problem Manager will work closely with frontline and backend teams across Sectra North America and collaborate with Sectra peers locally and globally, driving efficiency, consistency, and continuous improvement in our cloud operations to deliver exceptional service.

As an Incident & Problem Manager, you will:

Team Guidance

Ensure the team is equipped, supported, and motivated to meet operational goals and deliver high-quality Cloud operations.
Foster a collaborative and accountable team culture aligned with Sectra's values, with a focus on Cloud-first service deliveries.

Oversight & Collaboration

Assist as needed via resource escalations/ticketing process or directed by the Head of Cloud Operations for support operations liaison:
including ticket management, escalations, resolution tracking, and after-hours coordination - with visibility into cloud infrastructure health and availability.
Lead and monitor incident and problem management processes across the Cloud Operations department to ensure efficient resolution and minimal customer impact.
Oversee adherence to customer SLAs
Participate in problem/issue review meetings/sessions with customers via direct escalations or via requests via HelpDesk or Pager escalation.
Drive root-cause analysis and assist in developing initiatives to improve service stability and operational procedures.
Take part in system changes by collaborating with the Change Advisory Board (CAB), ensuring proper review, approval, and safe implementation of changes in Cloud environments.
Possibility to manage scheduling and processes for after-hours coverage, including cloud monitoring and on-call escalation paths.

Process Management & Improvements

Together with Cloud Operations Managers, continuously evaluate and improve operations processes for our solutions, driving efficiency and Cloud Operations best practices.
In coordination with the various Cloud teams (Design Architects, Security Architect, Operations and Cloud Deployment Teams): support process rollouts tied to Cloud platform enhancements, ensuring alignment with business goals and minimal service disruptions.
Conduct audits on events such as service outages, degradations, and configuration changes - to ensure quality and compliance.
Work closely with support teams to align practices and issue resolution across cloud and hybrid deployments.
Lead transformation initiatives around Cloud tooling and platforms used to manage the support process, including monitoring, alerting, and incident automation.
Help Sectra to keep compliance in numerous frameworks and principles

At Sectra, you’ll experience the stability of a well-established brand with vast global experience and a product backed by 40+ years of innovation. The result? An agile, invigorating, highly supportive and fun environment that empowers our team to do their best work and make a difference in people’s lives every day.

In addition to competitive salary and performance-based incentives, we offer plenty of exciting benefits and perks, including:

Education assistance for team members to continuously enhance their knowledge
Robust health, dental and vision benefits, effective the month following your start date
Monthly health spending account
RRSP matching after 3 months of employment
Reimbursement of home internet expense
Minimum 4 weeks paid vacation

,

So, are you a fit?

We hire for attitude and ability, train for skill. Our people have the knowledge to meet expectations, but more importantly the passion to exceed them consistently. We’re all about learning from and challenging each other and going all in for every customer. To add to our amazing team, these attributes will be crucial to your success:

A drive to make things happen
A longing to make a difference in the healthcare industry
A hunger to learn and improve at every opportunity.
A true team player eager to share your knowledge with the team

Think you’ve got what it takes? Great. Here's a few more boxes we’re also hoping you can tick:

Bachelor's degree in engineering, computer science, information technology, or a related field
Bi-lingual in English and French is a plus
Minimum of 6 years of experience in technical support management or related roles in the medical technology industry
Prior knowledge of and experience with ITIL or other ITSM frameworks and tools, ideally within cloud or SaaS environments
Proven track record of successfully managing support processes and leading teams in a fast-paced, dynamic environment, including experience with cloud-hosted or hybrid infrastructure.
Strong customer experience orientation with a passion for delivering high-quality support and driving customer satisfaction.
Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal stakeholders at all levels.
Strategic thinker with strong analytical and problem-solving abilities, able to leverage data to drive decision-making and process improvement.

Our salary range for this role falls between $118,000.00 and $134,000.00. The final salary offer will depend on several key factors, including the candidate's level of experience, their specific skill set, and the overall alignment with the job requirements. Other considerations may include the candidate’s education, certifications, and any additional relevant qualifications. We aim to offer a competitive salary that reflects the value each individual brings to our team.

Equal opportunity employer

Healthcare is a universal priority, and we need people from all backgrounds to help build a healthier and safer society. Our employees are people with different strengths, interests, experiences and backgrounds, who share a passion for improving people's lives. We embrace our differences and celebrate our uniqueness, and we respect and value all of our employees' points of view. Our non-discrimination policy extends beyond recruitment practices to encompass all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits and termination of employment.

Other information:

The goal is for the right candidate to start as soon as possible.

We recruit on an ongoing basis. This means we encourage you to apply or contact us as soon as possible.

Depending on the role, a mandatory background security screening might be performed as part of the recruitment process at Sectra. Please reach out to the responsible hiring team if you have any questions regarding this. Learn more about our recruitment process here.

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More about this job

Responsibilities

Lead incident and problem management for cloud operations, coordinating escalations, customer communications, root-cause analysis, SLA adherence, and safe changes to cloud environments. Improve operational processes, tooling, monitoring, compliance, and after-hours coverage in collaboration with cloud, support, and customer teams.

Requirements

Requires a bachelor's degree in engineering, computer science, information technology, or a related field, and at least six years of experience in technical support management or a related medical technology role. Candidates should have ITIL or other ITSM experience, a record of leading support processes and teams in cloud or hybrid environments, strong customer orientation, communication skills, and analytical problem-solving abilities; English-French bilingualism is a plus.

Skills

Incident Management
Problem Management
Cloud Operations
IT Service Management
ITIL
SaaS Operations
Team Leadership
Root-Cause Analysis
Customer Support
Change Management
Process Improvement
Cloud Monitoring
Escalation Management
Analytical Problem-Solving
Stakeholder Collaboration

Benefits

Education Assistance
Health Insurance
Dental Insurance
Vision Insurance
Monthly Health Spending Account
RRSP Matching
Performance-Based Incentives

Visa sponsorship

Not detected in the job text

Keywords

Cloud Operations
Enterprise Imaging
PACS
Medical IT
Healthcare Technology
SaaS
Cloud-Hosted Environments
Hybrid Infrastructure
Incident Management
Problem Management
ITIL
ITSM
Service-Level Agreements
Root-Cause Analysis
Change Advisory Board
Change Management
Cloud Monitoring
Alerting
Incident Automation
Ticket Management
Escalation Management
After-Hours Coverage
Cloud Infrastructure
Service Stability
Compliance
Process Improvement
Customer Support
Medical Technology

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