Incident Analyst (Contract Position)

Number of Positions: 1 Duration: 12 months

Markham, ON, CA

Must be eligible to work in Canada

Hybrid position, 2-3d/w in Markham ON, mandatory

Looking for a highly skilled Incident Analyst to join our team. In this role, you will take a hands-on approach to lead and manage major incidents, ensuring swift resolution and minimal impact on our business operations. While this position is manager-level, it is an individual contributor role with no direct reports. Ideal candidates will have experience in insurance and possess strong technical and leadership capabilities.

Roles and Responsibilities:

Lead hands-on resolution of major incidents, ensuring clear communication and swift coordination with technical teams and business stakeholders.

Act as the primary escalation point during critical incidents, driving root cause analysis and timely resolution.

Collaborate with cross-functional teams to minimize downtime and business impact.

Incident Lifecycle Oversight:

Oversee the end-to-end incident management process, from identification to closure.

Ensure incidents are properly documented and categorized, including lessons learned for continuous improvement.

Proactively monitor incident trends and provide recommendations to prevent recurring issues.

Stakeholder Communication:

Maintain clear, concise, and consistent communication with business and IT stakeholders throughout incident resolution.

Provide timely updates to leadership on the status, impact, and progress of incidents.

Process Improvement:

Work closely with IT Operations to refine and enhance incident management processes.

Contribute to the development of playbooks and procedures for effective incident resolution.

Data Analysis and Reporting:

Analyze incident data and metrics to identify patterns and areas for improvement.

Prepare detailed reports and dashboards for stakeholders, highlighting incident trends and resolutions.

Qualifications:

Must have skills:

Minimum 5+ years of hands-on experience managing major incidents in complex environments.

Prior experience in the insurance industry is strongly preferred.

Solid understanding of IT infrastructure, applications, and monitoring tools.

Experience with incident management frameworks and tools (e.g., ServiceNow, Jira, etc.).

Soft Skills:

Strong leadership abilities with the capability to manage high-pressure situations effectively.

Excellent verbal and written communication skills, with a proven ability to interact with all levels of the organization.

Analytical mindset with a focus on root cause analysis and process improvement.