BOMBARDIER

Bombardier is a global leader, creating innovative and game-changing planes. Our products and services provide world-class transportation experiences that set new standards in passenger comfort, energy, e fficiency, reliab ility and safety. We are a global organization focused on working together with a team spirit.

We are currently seeking a Major Incident Manager to join our team. The major Incident Manager role is responsible and accountable for managing technology operations in critical situations. This strategic (design) and hands on delivery (implementation) role manages all aspects of Major Incident Management, creates guidelines for process usage, and how it integrates with the other processes, and how to keep it from growing stale.

An ideal candidate thrives in a dynamic fast-paced environment and has an ITIL background in leading content and information architecture strategy across an organization. The Major Incident Manager is equally technically proficient and business oriented. The Major Incident Manager must be able to work outside of normal business hours (weekend shifts, holidays, & evenings) as this role is 24x365.

In your role, you will ...

• Take end to end ownership of Major Incidents impacting Bombardier environment, coordinating with resolution technology teams and establishing effective communication
• Define the Major Incident management strategy and focus on Gaps and Process improvements
• Lead, facilitate & chair all investigation conference calls dedicated to prompt resolution of Major Incidents and send regular communications to the stakeholders
• Work with Infrastructure and Application teams to enhance the availability of the IT Infrastructure services to deliver stable, high-performing services that provide substantial advantages to business units.
• Compile, analyze, and report statistical data and trends relating to service level compliance and operational effectiveness
• Develop and maintain thresholds/severity matrix, escalations matrix, major incident playbooks and perform PIRs.
• Take actions to achieve reductions in frequency and duration of Major incidents that impact IT availability. Audit and ensure ticket compliance per ITIL and Major Incident Management best practices
• Set direction and provide a framework through which Major Incident Management process improvement objectives can be delivered
• Communicate the vision of continuous process improvement (CPI) across the IT organization, Define and create reports on CSI, critical success factors (CSFs), key performance indicators (KPIs) and SLAs
• Gather feedback from end users to understand how to improve efficiencies when it comes to Incident management
• Provide relevant coaching, training, and support to champion Major Incident management culture

Qualifications

As our ideal candidate,

• You have a University Degree in Engineering, Computer Science, or relevant technical degrees
• You have 3 years of experience as an Critical/Major Incident Manager
• You have ITIL Foundation Certification
• You have good knowledge of ITSM processes and ServiceNow, specially ServiceNow Incident Management module.
• You have outstanding communication skills - Written and Verbal, in English, French would be an asset
• You have expertise on Microsoft Word, Excel and Powerpoint

Bombardier is an equal opportunity employer and encourages persons of any race, religion, ethnicity, gender identity, sexual orientation, age immigration status, disability or other applicable legally protected Characteristics to apply.

We thank all applicants for their interest, however, only those under consideration will be contacted. Please continue to monitor our website and apply for additional positions for which you are qualified and may be of interest to you.

Join us at https://bombardier.com/en/careers/career-opportunities

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