Incident Manager
Cadillac Fairview
Toronto, ON, Canada
5d ago


The IT Incident Manager role carries with it, areas of discipline outlined in ITILv3. This role ensures that service requirements are identified, documented, and fulfilled once deemed operational.

The intent is to increase communications and measure the effectiveness of escalation procedures and remediation.

  • Processes The IT Incident Manager ensures that the processes required to deliver the services are well defined, designed, revised, and implemented with measurable approval.
  • Assets and Resource Management The role will ensure that Assets / Resources are properly managed in order to fulfill all set requirements connected to contractual obligations, SLA’s through partners and other internal departments.
  • Reporting and Communications This role will report operational efficiencies and performance measurement.

  • Plan and execute on the incident and major incident process as established or updated to ensure the adherence in delivering IT services within SLA’s
  • Act as the IT Infrastructure and Operations communications manager, responsible for executing established processes for communication and follow-up communications
  • Manage the coordination and communications of systems upgrades and maintenance
  • Responsible for managing and tracking on-going issues and actions logs for incident and problem management events, remediation, closure and communications.
  • Lead through effective collaboration and facilitation, technical discussion to determine and coordinate next steps.
  • Maximize the use of the current tools to accurately identify each incident, request, problem, change, or asset record while ensuring accurate documentation is entered for each record
  • Research reported problems as assigned to determine the background, current state, identify the root cause or known error and identify escalation team as requested
  • Drive optimization of knowledge management tools to enable quick resolution for known errors, configurations, and common issues (document and track historically)
  • Responsible for preparing weekly / monthly reporting on IT service delivery metrics and key performance indicators and presenting findings to senior management
  • Ensure that incident, major incident and request management procedures are adhered to by monitoring metrics, providing training and coaching to team members
  • Cross functional collaboration with all IT teams and external partners

  • A strong leader with outstanding interpersonal skills
  • Superior communicator, verbal and written
  • Strong client-focused approach
  • Excellent with time management and organizational skills
  • Able to work under pressure with minimal supervision
  • Able to interact at all organizational levels with tact and diplomacy
  • Self-motivated and able to take initiative

  • Business or IT-related College Diploma or University Degree
  • 8+ years of related experience in increasingly complex roles supporting end users
  • ITIL Foundation V3 Certification strongly preferred with experience implementing IT service operations processes : incident management, problem management, request fulfillment, access management, etc.
  • Experience in working with managed service providers for IT operations support
  • Experience managing the delivery of end-user services, and the support of the desktop application, Infrastructure and security stacks
  • Demonstrated experience in working within an enterprise organization
  • Proven leadership experience with outstanding interpersonal skills

    At Cadillac Fairview we have been transforming communities for over 50 years. We are so much more than our properties. We are building leaders at all levels.

    We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development.

    We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension.

    Imagine a place where you can make a difference!


    At Cadillac Fairview, we believe that people are core to our success. You’ll join a diverse community and award-winning team, where your talent and commitment to excellence are welcomed, valued and respected.

    Are you up for the challenge?

    CF is committed to creating a diverse and inclusive environment. If you need accommodation during the recruitment, assessment, and / or selection process, please notify your CF contact or email cfcareers

    If you are looking for an exciting opportunity and to build a career in an innovative and dynamic organization, submit your resume by clicking on Apply Now below.

    We thank all applicants for their interest. However, only candidates selected for an interview will be contacted. The Cadillac Fairview Corporation Limited is an equal opportunity employer.

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