Major Incident Coordinator

Job Description

At CAE, our Technology Product Development team is shaping the future through immersive systems and advanced technologies that enhance safety and readiness worldwide.

From VR/AR solutions to cutting-edge simulation systems, you will work in a collaborative and dynamic environment.

In this role, you will be responsible for managing major incidents, ensuring rapid service restoration and effective coordination across IT teams.

Position Type: Regular

Duties Responsibilities

• Lead and coordinate major incidents (P1/P2).
• Participate in 24/7 on-call rotation.
• Assess incident priority and business impact.
• Lead major incident bridge calls.
• Coordinate technical teams and stakeholders.
• Drive service restoration efforts.
• Communicate with stakeholders and leadership.
• Act as liaison between Service Desk, IT teams and business stakeholders.
• Escalate incidents when required.
• Ensure full documentation of incidents.
• Validate resolution before closure.
• Support emergency changes.
• Ensure handoff to Problem Management.
• Lead post-incident reviews.
• Drive continuous improvement initiatives.
• Maintain knowledge base and procedures.

Minimum Qualifications

• 2-3 years of experience in IT Operations or Incident Management.
• Experience managing major incidents.
• General IT knowledge.

Preferred Qualifications

• Bachelor's degree in IT or related field.
• ITIL 4 Foundation certification.
• Understanding of ITIL Incident and Major Incident processes.
• Experience with ServiceNow ITSM.
• Strong analytical and problem-solving skills.
• Ability to coordinate multiple stakeholders.
• Ability to work under pressure and manage priorities.
• Leadership and decision-making skills.