Status: Regular Full Time
Working Conditions: Hybrid
Education Level: 4-Year Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
Base Location: Oshawa, ON
Temporary Work Location: Pickering, ON
Shifts(s): Days
Travel: 10%
Deadline to Apply: April 11, 2025
Salary Range: $2,658.86 - $3,118.72 Per Week
Electrify your career and help build a brighter tomorrow.
Every generation has a challenge that defines them. At OPG, we are calling on all innovators, disruptors, thought leaders and change-makers. Join us as we work to electrify life in one generation and build a sustainable future powered by our electricity, our ideas, and our people. Join OPG and make history.
Whether you work in the skilled trades or are a business professional, a career at OPG is an opportunity to electrify your life on -- and off -- the job.
JOB OVERVIEW
Ontario Power Generation (OPG) is looking for a dynamic, strategic and results-driven professional to join our team in the role of Incident Process Manager.
Reporting to the Senior Manager IT Services, this position is responsible for ensuring timely resolution of IT disruptions, enhancing service resilience, and leading Major Incident Bridge calls. This role requires advanced ITIL expertise, the ability to backfill other ITSM Process Manager roles, and participation in a 24/7 on-call rotation to manage and escalate critical incidents.
KEY ACCOUNTABILITIES
- Incident & Major Incident Management – Own and drive the end-to-end Incident and Major Incident Management processes, ensuring swift response, coordination, and resolution of IT disruptions while aligning with ITIL best practices.
- Major Incident Leadership – Lead Major Incident Bridge calls, managing critical incidents with urgency by engaging IT teams, vendors, and business stakeholders. Ensure clear roles, accountability, and escalation paths to restore services as quickly as possible.
- Incident Governance – Develop, implement, and enforce Incident Management policies, standards, and best practices across IT operations. Ensure adherence to industry frameworks and drive compliance with regulatory and security requirements.
- Stakeholder Communication – Provide real-time updates to senior IT and business leaders during major incidents, translating complex technical issues into clear, business-focused impact statements. Ensure stakeholders understand risks, resolution progress, and next steps.
- Continuous Improvement – Drive process maturity by leveraging automation, AI-driven insights, and proactive monitoring to prevent incidents and improve response efficiency.
- Performance & Metrics – Establish, track, and refine KPIs, SLAs, and OLAs, ensuring incident resolution meets business expectations.
- Coaching & Training – Mentor IT teams, Service Desk personnel, and operational support staff on Incident and Major Incident Management best practices. Conduct training sessions, run tabletop exercises, and simulate real-world scenarios to enhance incident response capabilities.
- On-Call Support & Cross-Functional Backup – Participate in a 24/7 rotational on-call structure, ensuring critical incidents are escalated and resolved promptly. Serve as a backup for other ITSM Process Manager roles such as Problem, Change, and Service Level Management to ensure continuity of ITSM functions
QUALIFICATIONS
- 4 year Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
- 8+ years in Incident, Major Incident, or ITSM roles within large-scale, enterprise IT environments. ITIL v4 Managing Professional or Strategic Leader certification preferred.
- Proven ability to lead Major Incident Bridge calls, coordinate teams, and drive resolution under pressure.
- Expertise in ServiceNow or similar ITSM tools, with experience in AI-driven automation and event management.
- Strong understanding of IT infrastructure, cloud platforms (i.e. AWS, Azure, etc.), and network operations.
- Ability to provide real-time executive briefings, facilitate structured incident calls, and translate technical issues for business leaders.
- Skilled in working across Product Model centered IT and Business teams to ensure alignment, coordination, and process optimization.
- Ability to support a 24/7 rotational on-call structure, responding to critical incidents as needed.
