Lead Incident Manager

at  Manulife

Join our Global Technology Services Management and Support Team!
The Lead Incident Manager (LIM) plays a crucial role in ensuring the smooth functioning of an organization’s technology infrastructure. Responsible for managing and resolving IT-related incidents, which may include technology malfunctions, data security breaches, and network outages. Their primary role will be to investigate and identify the cause of such incidents, assess the severity of the problem, and develop strategies to resolve them efficiently. Communicate clearly and effectively with stakeholders/ leadership for Incident status for the duration of the restoration activities and facilitate management calls as necessary.
The Lead Incident Manager is the owner of incident restoration activities for all P1 or P2 incidents, while providing oversight and coaching to the Incident Management resources for lower priority managed incidents (MP3) as an immediate escalation path. The Lead IM will be engaged for process and audit reviews to support project and governance matters as required.

The Lead Incident Manager will work one of the following Roles daily per the defined team schedule in Teams ‘Shifts’:

• Manage Priority 1 and Priority 2 incidents and Provide 7x24x365 Incident facilitation as per assigned shift / on call role.
• Provide briefing of the Incident with an overview of impact and Priority to IM Leadership (Director & AVP) within 30minutes.
• Support Incident triage as needed to assign the appropriate Priority rating to kick off Incident Management activities.
• Lead technical bridge as central point of reporting on troubleshooting, coordinating across tech teams and partners ensuring standard processes are applied throughout the restoration effort.
• Provide ongoing updates to all partners as required during Incident resolution activities.
• Act as a point of contact for priority issues and facilitate expedited action for incidents.
• Ensure a timeline of events are recorded in the incident record with accuracy and completeness.
• Track current impact and urgency, questions and answers, paths of investigation, and Action Items
• Ensure all change – break/fix actions are reviewed with the technical segment owner for approval at time of action.
• Interact with vendor resources as per defined contractual requirements.
• Identify issues to be flagged for the other Service Management practices (Problem, Asset and Change Management)
• Ensure proper training, coaching and knowledge are available to all resources involved in the Incident Management Process.
• Monitor and Report on process performance and compliance.
• Facilitate Incident Retrospectives for all Priority 1 and Priority 2 Incidents ensuring the Incident record is complete and accurate.
• Document the Incident Summary in the IR template and distribute to appropriate partners.
• Participate in Problem Management activities for all high Priority incidents as required.
• Ensure compliance to process and controls throughout the Incident process.
• OSFI Reporting of all P1/P2 incidents for NA and Asia within 24-hour period
• Respond to Prime Line within 15min and manages new incidents and escalations.
• Utilizes assigned Backup for overflow and engagements if/when volume is unsustainable.
• Participates in Daily Incident Management Stand up Meeting, Incident Reviews and works on additional tasks and responsibilities.
• Resources will be available to join technical call or respond to request within 5 minutes unless they have identified themselves as unavailable due to other approved reasons (i.e., approved time off for appointment, lunch, etc.)
• Training does not supersede Incident management requirements.