Lead Analyst - IPC analyst

The Team Lead for the Major Incident Management team at CGI is responsible for overseeing the team that handles and resolves critical incidents impacting business operations. This role ensures efficient coordination, minimal downtime, and swift recovery while fostering a high-performing team culture. The Team Lead acts as the primary escalation point for major incidents, ensures adherence to ITIL processes, and drives continuous improvement in incident management practices.
Key Responsibilities:
Team Leadership and Management:

. Lead and mentor a team of Major Incident Managers, fostering skill development and operational excellence.
. Assign roles and responsibilities within the team to ensure optimal coverage and efficiency.
. Monitor team performance, provide feedback, and conduct regular performance reviews.

Incident Management Oversight:

. Act as the escalation point for complex or high-impact incidents.
. Ensure all major incidents are resolved efficiently with clear communication to stakeholders.
. Monitor adherence to incident management SLAs and KPIs.

Stakeholder Communication:

. Serve as the primary point of contact for senior stakeholders during critical incidents.
. Provide clear, timely updates on incident status, recovery efforts, and resolution.
. Prepare and present post-incident review reports to stakeholders and leadership.

Process Improvement:

. Identify gaps and inefficiencies in the incident management process and implement improvements.
. Ensure compliance with ITIL best practices and organizational policies.
. Drive initiatives to enhance team preparedness, including training and resource development.

Collaboration:

. Work closely with cross-functional IT teams to ensure a coordinated response to incidents.
. Promote knowledge sharing and collaboration within the team and across departments.
. Contribute to operational readiness planning and strategy.

Required Skills and Qualifications:

. A minimum of 7 years of experience in IT service management, with at least 3 years in a leadership role.
. Strong understanding of ITIL processes, particularly incident and problem management.
. Proven ability to manage and resolve high-pressure situations effectively.
. Excellent communication and interpersonal skills to interact with technical teams and senior stakeholders.
. Proficiency in incident management tools and analytics platforms.
. Demonstrated ability to mentor and develop team members.

Preferred Qualifications:

. ITIL v4 certification or equivalent.
. Experience in managing 24/7 operational teams.
. Familiarity with tools like ServiceNow, JIRA, or similar ITSM platforms.

Your future duties and responsibilities

Required qualifications to be successful in this role

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