<p>We are looking for an experienced Incident Management Analyst to join our team in Toronto, Ontario. In this role, you will be instrumental in managing and improving our business incident management model, collaborating with IT and operational teams to resolve incidents efficiently. This is a fantastic long-term contract position with an opportunity to contribute to the development of advanced support strategies and client-focused solutions.</p><p><br></p><p>Responsibilities:</p><p>• Oversee the full lifecycle of incident management, ensuring all incidents are logged, prioritized, and resolved within established timelines.</p><p>• Develop and distribute clear and accurate communications regarding incidents to internal teams and clients.</p><p>• Lead incident management calls, ensuring all technical and operational teams take prompt and effective action.</p><p>• Conduct post-incident reviews to identify root causes and implement corrective measures to minimize recurrence.</p><p>• Collaborate with stakeholders to investigate and resolve problems while adhering to service level agreements (SLAs).</p><p>• Monitor incident management metrics, analyze trends, and recommend improvements to enhance processes.</p><p>• Provide advanced product support to client service teams by analyzing and resolving complex inquiries.</p><p>• Participate in special projects aimed at process improvement and enhancing the overall support experience.</p><p>• Continuously refine incident protocols and best practices to improve operational efficiency.</p><p>• Provide 24/7 on-call support on a rotational basis to ensure uninterrupted service.</p>

• Strong experience in incident management, including root cause analysis and resolution.<br>• Excellent written and verbal communication skills, with the ability to create clear client-facing incident updates.<br>• Proficiency in working with tools like JIRA and other incident tracking systems.<br>• Proven ability to collaborate across technical, operational, and client service teams.<br>• Familiarity with financial services operations, including trading and portfolio management.<br>• Strong time management and prioritization skills to manage multiple tasks effectively.<br>• Experience with metric reporting and analyzing trends to recommend process improvements.<br>• Ability to participate in and lead special projects related to process enhancement and decision-making.

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