ENTERPRISE INCIDENT MANAGER

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.

Major Incident Leadership (starting at 75% of time / effort, trending towards < 50% in 6 months)

• Act as the lead coordinator for all major and high-severity incidents, ensuring rapid service restoration and minimizing business disruption.
• Facilitate resolution efforts across cross-functional technical teams, vendors, and service partners during critical incidents.
• Drive clear, timely, and confident communications to all levels of the organization - including executives - during incident events.
• Document timelines, metrics and decisions to support post-incident reviews and root cause analyses along with regular reporting of incidents and corresponding metrics.
• Maintain composure and leadership presence in fast-paced, high-pressure situations.
• Monitor incident trends and proactively identify areas for process or infrastructure improvement to reduce incident frequency or severity.
• Accountable for documenting SLA impact for all Enterprise SLAs and ensuring incident records reflect accurate business impact.

Team Oversight & Process Improvement (starting at 25% of time / effort, trending towards > 50% in 6 months)

• Create and standardize the requirements for all changes – with the goal of high availability, low disruption. Trend towards the SRE model while allowing for NOC operations.
• Standardize and help automate incident communication, metrics, processes and regular reporting.
• Establish an Enterprise Incident Management scorecard for stakeholder presentations.
• Mentor and guide application development & SRE teams involved in incident resolution, supporting a consistent and coordinated response effort.
• Be available to lead incident response 24x7 during working days and weekends to ensure uninterrupted service continuity.
• Assist with training and onboarding of new team members and contribute to performance feedback.
• Collaborate with IT leadership, Change Management, Problem Management, and Service Desk teams to ensure cohesive service delivery.
• Accountable for ensuring that all new applications and services being onboarded include appropriate integration with incident management tools and processes as part of their go-live readiness. Establish a roadmap for CI/CD.
• Contribute to the evolution of GreenShield’s ITSM framework, particularly around incident, change, and problem management processes.

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 organization

• Post-secondary degree in computer science or related discipline.
• Current Certification in ITIL
• Over 10 years of technology and infrastructure experience
• 5 or more years of experience with Incident Management, with deep specialization in frameworks, collaboration with Support teams, structured processes, triage / RCA frameworks and stakeholder communication
• Experience in more than 2 of the following areas of Incident Management – Applications, Infrastructure, WIFI networks, Audio-visual technology in meeting rooms and employee devices (laptops, mobile phones, tablets, IoT)
• Experience with establishing Incident Management practice – processes, technology, roadmap
• Strong organizational, collaboration and analytical skills
• Ability to present the domain to stakeholders at all levels including Executives
• Clear and effective written and oral communication skills and the ability to communicate to all levels of internal and external customers

THE CULTURE
We believe a career should be meaningful. Not just a means to earn a living. Our culture is one where everyone's voice is heard and valued. Because that’s what it takes to create better health for all. We dare to challenge the status quo. And we’re driven by people who have challenged theirs. We believe that your workplace should empower you to be the best version of yourself. That’s why we provide a place where you can be inspired, challenged, and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people are critical to our overall success. Inclusivity makes us a stronger, smarter and more informed organization. Being intentionally inclusive of diverse backgrounds, perspectives and experiences will enhance our company culture to positively impact how we support our communities. A career at GreenShield isn’t just about personal achievements, it's about making a difference together.

Here’s to Better Health for All!

A FEW MORE DETAILS
Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues or customers who use English as their primary language. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.

GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through [email protected]. Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).