Key Responsibilities:
Ensure Incident & Problem Management processes and procedures are communicated and followed by all verticals
Develop and govern the organization’s Incident & Problem Management process and policies related to enable business efficiency and savings through active participation and compliance reporting
Lead RCAs, closing the cycle from major Incident to Problem to solution, handing it off to Change and Release management process.
Oversee and manage Incident & Problem Management process and execution based on industry best practices to minimize adverse impact on the business
Work with business relationship management to determine business impacts, conflicts and risk associated with ITSM
Responsible for Incident & Problem Management continuous improvement
Build pragmatic process that enable the business efficiency and savings
Develop KPI's and key management reports for Incident & Problem Management processes within scope
Measure and monitor Incident & Problem Management Critical Success Factors (CSF), Key Performance Indicators (KPI) and activity metrics – reporting when necessary
Govern the adherence to Incident & Problem Management processes by all IT GFL areas through active participation and compliance reporting
Own and manage overall communications plans and marketing strategy for Incident & Problem Management Processes
Key stakeholder in the ongoing development of the toolset supporting Incident & Problem Management processes, providing requirements and future strategy
Ensuring that the individual activities of the process are carried out with regards to agreed quality levels and compliance standards with potential links to Service Level Management
Assist with the preparation of client presentations concerning project scope, timeline, activities, issues and progress as required
Knowledge, Skills and Competencies:
Graduate degree in Business, Management, Computer Science, Engineering, or a related IT-focused discipline, with 7+ years of IT Service Management experience in Incident and/or Problem Management.
Strong knowledge of IT architectures, emerging technologies, and service integration, with the ability to troubleshoot and design effective IT solutions.
Demonstrated ability to develop and implement IT policies and governance frameworks to support organizational goals.
Effective communicator with experience engaging senior leadership, cross-functional teams, and diverse stakeholders; able to lead under pressure and manage service-level expectations.
Highly customer-focused with a strong orientation toward service excellence, transformation, and continuous improvement.
Preferred certifications: ITIL Practitioner, CoBIT, and CMMI; experience in a related industry or with an IT service provider is an asset.
We thank you for your interest. Only those selected for an interview will be contacted.
GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact myworkdayrecruitment@gflenv.com