Posted 118 months ago
Incident Manager
@ Info-Ways
Brampton, Ontario
Overview
Info-Ways is hiring a contract Incident Manager in Brampton, ON, for at least 6 months. The role runs Major Incidents to resolution, handles escalations, tracks incidents in a ticketing tool, and issues Major Incident communications and daily summary reports. Background verification is required for selected candidates.
Responsibilities:
- Lead Major Incidents through to resolution
- Escalate per the escalation schema in the PPM
- Track incident data in the trouble ticket tool
- Provide Major Incident communications and daily summary reports
- Participate in weekly and monthly review meetings
Requirements summary:
- Experience with major incident management
- Strong escalation and communication skills
- Familiarity with trouble ticket tracking tools
- Ability to pass background verification
Tools & skills
Source and dates
Employer career site / ATS feed · smartrecruiters
- Employer posting date
- 2017-02-27
- First seen by our source
- 2026-10-14
- Source record updated
- 2026-10-14
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Travel | air: none · ground: none |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Info-Ways
| Field | Value |
|---|---|
| Open jobs on Jobsy | 72 |
Company Description
IT
Job Description
Role: Incident Manager
Location: Brampton, ON
Duration: 6+ Months
BGV will be done for the selected candidates.
JD below
· Provide the Incident Manager role for all Major Incidents, to drive the Incident to resolution
· Perform escalations, in accordance with the escalation schema as set forth in the PPM.
· Record and track Incident related information within trouble ticket tracking tool
· Provide Major Incident communications
· Provide daily Major Incident summary reports
· Participate in weekly operational review meetings
· Participate in monthly process improvement meetings
- Participate in the Incident and Major Incident Management process as documented in the policy and procedures document.
- Meet with Rogers on a weekly basis to review Incidents worked on within the performance window for review of data input quality compliance.
- Resolve those Incidents arising from or related to the Services.
- Quickly resolve Incidents, maintain clear accountability, meet authorized user expectations, meet specified Service Levels and support critical business processes.
- Employ procedures and technology for proactive monitoring, logging, tracking, escalation and notification, review, and reporting (historical and predictive) for all Incidents related to the Services. The procedure will include monitoring of open queues to verify that no tickets are idle and/or not being acted upon.
- Implement a process that establishes responsibility and ownership of each Incident to a single group/area for resolution, thus minimizing redundant contacts with the authorized user. Communication and updates to authorized users will be timely and courteous. of Incidents status will be continually maintained within the Incident Management tool.
- Update the Incident ticket on a timely basis throughout the life of the Incident.
Provide Incident status information to authorized users, through email and teleconference as required
Please respond with your word resume and requested details:
Full Name :
Work Authorization:
Contact Number :
Email ID :
Skype ID:
Current location:
Willing to relocate :
Rate/hr :
Additional Information
All your information will be kept confidential according to EEO guidelines.
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