WHO WE ARE

When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians.
We aren’t just a health and benefits company. We’re the only not-for-profit social enterprise that brings worlds of coverage and care together, all in one place.
We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.
Our mission is to create better health for all Canadians, and we know that starts with our employees.

THE ROLE IN A NUTSHELL

Reporting to the Director, Infrastructure Operations, the Enterprise Incident Manager will take charge when service-impacting issues arise - coordinating the resolution effort, restoring services quickly, and keeping all internal & external stakeholders informed with the right communications. The role will work proactively with application development and SRE teams to set up standards and requirements for any changes / releases that will lead to continued stabilization of the ecosystem, while significantly improving uptime & availability of systems. This role also provides mentorship and operational oversight for incident management across IT, working to improve readiness, resilience, and performance in support of GreenShield’s commitment to service excellence.

Other Key Responsibilities:

• Define, establish and own the evolution and working of the Enterprise Incident Management practice
• Collaborate with application support teams on proactive definition and management of incidents – triage, on-call, incident calls, communication, RCA and reporting
• Establish a monthly Incident Management Scorecard for executive review and for operational use / reporting
• Establish a proactive incident feedback and remediation mechanism with application support teams
• Experience using incident tickets and deep analytics / metrics to drive proactive remediation approaches
• Leverage AI and other innovations to drive the most optimum outcomes for the organizatio