IT Technical Advisor II - Incidents

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times.

Our employee promise represents Intact’s commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.

About the role

Join our dynamic team as an IT Technical Advisor (Incident Coordinator), where you will play a crucial role in managing and improving the reliability of our systems. We are passionate about proactive problem-solving and continuous improvement of our production and non-production environments.

As an Incident Coordinator, you will be the central pillar of incident management, overseeing major incidents and helping coordinate efforts to maintain system reliability. You will act as the team's "shared memory," using your expertise to provide support during and after incidents, guide preventive measures, and contribute to non-production stability during testing phases.

What you will accomplish with us:

• Incident Management: Lead the identification, triage, and resolution of incidents. Serve as a communication point during incidents and ensure action items are documented and followed up.

• Post-mortem and Documentation: Create detailed post-mortem analysis reports and maintain incident logs. Document insights and results in Confluence, integrating data from JIRA and ServiceNow for comprehensive analysis.

• Inter-Team Coordination: Facilitate collaboration between teams and departments, ensuring effective task transfers and knowledge sharing in production and non-production environments.

• Dashboards and Reports: Improve system observability through Dynatrace dashboards and compile reports using Excel and PowerBI, tracking key performance indicators and incident statistics.

• Presentations: Prepare executive briefings for the steering committee, presenting incident summaries and highlighting preventive measures to management.

• Non-Production Support: Assist in investigations during testing phases, providing high-level insights to ensure environment stability and readiness for upcoming releases.

What you bring to the table:

• University or college degree in a relevant field or any combination of equivalent education and experience.

• 2 to 3 years of experience in site reliability engineering or IT incident and problem management.

• Proficiency with monitoring tools such as Dynatrace, as well as data analysis tools like PowerBI and Excel.

• Excellent communication skills for effective team collaboration and executive briefing preparation.

• Ability to document and present results clearly and concisely.

• Familiarity with ServiceNow and JIRA for task management and incident tracking.

• A solid understanding of networks, platforms, products, and tools, how they interact and deliver services to end users, and their links to current metrics and indicators.

• Ability to provide user support and customer service skills, manage customer expectations.

• Proven ability to react promptly, wisely, and effectively to changing priorities and situations.

• Leadership sense, coordination skills, and the ability to create and maintain a sense of urgency across all stakeholder groups, and resolve incidents in a dynamic, high-pressure, real-time environment.

• Ability to solve problems, work quickly, and maintain a calm and methodical approach in stressful situations.

• Bilingual (French and English): Need to interact on a regular basis with an English-speaking clientele and colleagues across the country.

• No Canadian work experience required however must be eligible to work in Canada

#LI-Hybrid

What we offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team:

• A financial rewards program that recognizes your success

• An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

• An extensive flex pension and benefits package, with access to virtual healthcare

• Flexible work arrangements

• Possibility to purchase up to 5 extra days off per year

• An annual wellness account that promotes an active and healthy lifestyle

• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

• A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

• Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

• Inspiring leaders and colleagues who will lift you up and help you grow

• A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.

We are an equal opportunity employer

At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.

If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.

Learn more about our recruitment process and your candidate journey here.

If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.