Job Description

Incident Manager (3 Positions) – Montreal Airport

Location: Montreal, QC (On-site)

Language Requirement: French

Citizenship: Must be a Canadian Citizen

Compensation: Up to $59.78/hr (inclusive of all fees)

Availability: On-call required

Role Overview:

We are seeking three experienced Incident Managers to oversee and coordinate critical Networking/Server/Storage incident management at Montreal-Trudeau International Airport (YUL) . The role involves managing and monitoring IT infrastructure incidents, ensuring efficient resolution, and maintaining service level commitments across multiple business processes and vendor applications.

Key Responsibilities:

• Incident Coordination: Oversee all activities related to critical incidents, ensuring swift and effective resolution.
• Process Management: Manage, coordinate, and monitor daily activities related to the Incident Management process within the assigned service domain.
• Workload Balancing: Assign resources efficiently to meet service level agreements.
• Escalation & Resolution: Identify incidents at risk of missing SLAs, escalate as needed, and drive resolution efforts.
• Stakeholder Liaison: Act as the primary interface for the Process Account Lead and High Priority Incident Manager .
• Performance Management: Monitor and evaluate team performance to ensure adherence to incident management processes.
• Service Delivery Oversight: Track service performance for all customers supported within the environment.
• Data Analysis: Analyze process efficiency and delivery metrics to drive improvements.

Environment & Scope:

The role involves supporting critical IT infrastructure and business processes, including:

• Server management, storage, backup/recovery, disaster recovery, Active Directory, database management, and web servers.
• Over 100 vendor applications used within the airport environment.
• Coordination with SITA Global Services (SGS) for the management of SITA kiosks at YUL, ensuring communication with key stakeholders.

Qualifications & Requirements:

• Prior experience in major incident management and IT service delivery.
• Strong understanding of IT infrastructure and airport technology environments .
• Ability to work on-call and respond to high-priority incidents as needed.
• Fluency in French is required.
• Must be a Canadian Citizen due to security and compliance requirements.

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