Incident Management Specialist
With over 30 years of recognized expertise, COFOMO is now a leading Canadian consulting firm specializing in digital and artificial intelligence. Supported by more than 3,000 experts, 10 Centers of Excellence, and 4 offices across the country, we are uniquely positioned to successfully guide our clients through their transformations. Both strategic and tactical, we help organizations across a wide range of industries thrive in today’s rapidly evolving world.
Our promise
Help our clients succeed and maximize the impact of their transformation initiatives, turning them into powerful drivers of growth and innovation.
Job description
- Acting as the central point of contact (SPOC) for the communication, tracking and coordination of critical P1/P2 incidents;
- Coordinate technical and managerial call conferences (Bridge Calls) and manage management escalations;
- Open and lead crisis units, with the support of the managers concerned;
- Provide a cross-functional view covering the application perimeters, infrastructure and IT services (network, security, telecom, etc.);
- Structure and formalize the progress of incident resolution through regular communications;
- Ensure communications with operational teams, global IT towers, infrastructure teams and various service centers;
- Contribute to the definition of action plans related to critical incidents;
- Centralize the writing of Post Incident Reports, collecting input from application teams and technical stakeholders;
- Disseminate PIRs to the IT teams and business units concerned;
- Ensure the follow-up of the action plan and ensure the complete closure of the associated tasks;
- Ensure that documented details in critical incidents are compliant before they are closed;
- Continuously improve incident and problem management processes;
- Analyze data, trends, and metrics to identify pain points and opportunities for optimization;
- Implement industry best practices to increase resolution efficiency;
- Reduce the number of critical incidents by at least 2% per year, in collaboration with infrastructure teams;
- Maintain and enrich the Knowledge Base and the Known Error Database (KEDB);
- Conduct regular training and refresher of best practices in Incident Management.
The profile we are looking for is as follows:
- Possess the ability to work on mission-critical, multi-site, 24/7 systems;
- Be adept at collaborating with global teams (APAC, Europe, America);
- Have very strong written and oral communication skills;
- Have knowledge of ITIL practices and ITSM processes.
Why choose a career at COFOMO?*
- Competitive compensation and benefits
- Wellness program
- 24/7 telemedicine access
- Support for legal, accounting, and mental health needs
- Focus on growth, development, and skills enhancement
- Personalized career plan and tailored guidance
- Hybrid work environment
- Active social club and year-round events
* Only applicable to permanent COFOMO employees.
Join our team.
Make a difference every day by taking advantage of our development programs, access to our Centers of excellence, and a stimulating work environment.
Professional development
We invest in our talent, encourage continuous growth, and support you in every aspect of your career.
Latest technologies and best practices
Leverage your skills, knowledge, and problem-solving abilities on large-scale projects for leading clients.
Welcoming and people-focused organization
A place where you can feel at home. COFOMO is a space where you can grow, learn, create, contribute, and be recognized for your achievements.
Working at COFOMO gives you the opportunity to collaborate today on the technological projects of tomorrow — from green technology to the latest innovations in artificial intelligence and information security.
Our Values
Beyond words, COFOMO’s values guide our actions and shape our policies. Without them, we’d be just another company—and we are anything but that.
At COFOMO :
You are recognized and valued for your skills, expertise, and—most importantly—your potential. That’s how we measure value here.
We hire people based on talent. Period.
Everyone matters, everyone’s voice counts, and everyone is respected.
COFOMO values the differences that enable each of us to make meaningful and unique contributions to our success and shared culture. We foster diversity and inclusion, creating workplaces where new ideas, different experiences, and unique perspectives can be shared—often with people you might not otherwise have the opportunity to collaborate with.
MASCULINE OR FEMININE TERMS ARE USED INTERCHANGEABLY WITHOUT ANY INTENT OF DISCRIMINATION. COFOMO IS AN EMPLOYER OF CHOICE THAT PROMOTES DIVERSITY AND APPLIES FAIR EMPLOYMENT PRACTICES.
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COFOMO is a consulting firm specializing in digital transformation and artificial intelligence. We stand out for the digital ingenuity of our talent, our unique approach, and our values. Make an informed choice and discover what makes us
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