You're using an older version of Internet Explorer that is no longer supported. Please update your browser.

Incident Coordinator - (CDC)

Montreal, QC
Full Time
5 days ago
Job Type:Permanent
Reference code:108642
Primary Location:Montreal, Quebec, Canada
All Available Locations:Montreal, QC; Fredericton, NB; Gatineau; Moncton, NB; Quebec City, QC; Saint John, NB; Sherbrooke

Our Purpose

At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge. Purpose defines who we are and gives us reason to exist as an organization.
By living our Purpose, we will make an impact that matters.
  • Be encouraged to deepen your technical skills...whatever those may be.
  • Partner with clients to solve their most complex problems
  • Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.

Do you want to work with clients on some of our large technology delivery projects? Do you have experience with incident management or other ITIL processes? If so, you'll want to join our fast-growing team that provides support to end clients.

About the team

Our CDC is composed of over 400 experienced technology practitioners who work on over 100 projects at any given time on several different technologies. We are growing our support capabilities within our center and are looking for talented, motivated, and energetic individuals to join our team.

What will your typical day look like?

As a member of our operate team within our Canadian Delivery Centre, you will support the managed service operations of our large IT implementation engagements. You will be responsible for primarily coordinating incidents driving resolution according to priorities and SLAs. You may also be involved in other support processes such as change and problem management. As part of this role, you will be required to support any reporting and documentation needed for ongoing operations.

Your day-to-day responsibilities might include but not limited to:
•Take ownership of technical incidents to from discovery to closure
•Responding to a reported service incident, identifying the cause, and initiating the incident management process
•Prioritizing incidents according to their urgency and influence on the business
•Collaborating with the incident management team to ensure that all protocols are diligently followed
•Logging all incidents and their resolution to see if there are recurring malfunctions
•Take ownership of incidents end to end throughout the incident lifecycle
•Lead postmortem meetings following the closure of high impact incidents
•Adjusting the incident management process as required to ensure its effectiveness
•Communicating with upper management if major issues are found in the IT system
•Working with the technical team to define processes and policies for disaster recovery and disaster recovery drills
•Implement ITIL processes and policies for both internal and customer facing platforms
•Shift work, on-call, and weekend work might be required.

Enough about us, let's talk about you

•College or university degree in IT or another relevant degree
•2-4 years experience in IT service management, incident coordination, or IT support
•Strong verbal and written communication skills in both French and English (Bilingualism is an asset)
•Good coordination skills with the ability to interact with different support levels and teams
•An understanding of ITIL processes and managed services principles, especially incident management. ITIL v4 Foundation certificate is a definite asset
•Experience managing down, up, and across to resolve issues
•Experience managing and reporting to SLAs and ITIL processes
•Pays attention to details, is process-focused, and has an interest in continuous improvement
•Can obtain Canadian Government security clearance level Secret
•Is open to working shifts to accommodate client support coverage time

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.
We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.
You shape how we make impact.
Diverse perspectives and life experiences make us better. Whoever you are and wherever you're from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute. Be the leader you want to be.
Be the leader you want to be
Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.
Have as many careers as you want.
We are uniquely able to offer you new challenges and roles - and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors. Our TVP is about relationships - between leaders and their people, the firm and its people, peers, and within in our communities.

The next step is yours

At Deloitte, we are all about doing business inclusively - that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan , Reconciliation Action Plan and the BlackNorth Initiative .
We encourage you to connect with us at if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations). We'd love to hear from you!
By applying to this job you will be assessed against the Deloitte Global Talent Standards. We've designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 30 offices with representation across most of the country. We acknowledge our offices reside on traditional, treaty and unceded territories as part of Turtle Island and is still home to many First Nations, Métis, and Inuit peoples. We are all Treaty people.

Job Segment: QC, Developer, Equity, Quality, Technology, Finance
Information Technology