Junior Incident Coordinator

November 24 2021
Industries Public administration
Categories Information Technology, Installation, Maintenance, Repair, Consultation, Business analyst, Training, Technical writer, Documentation, Product development and Management, System administrator
Toronto, ON

Consider this great opportunity with Infrastructure Technology Services, Ministry of Government and Consumer Services.

We are looking for three experienced professionals to join our Enterprise Incident Management Process and Operations team, to lead and promote IT Service Management (ITSM) best practices. In this role, you will be responsible for the ongoing Ontario Public Service (OPS) Incident Management Process within a 7*24*365 service operation, including the management of high-profile/high-priority incidents.

Please Note: The positions require working on a rotational 12-hour shift basis.

What can I expect to do in this role?

In this role and in conjunction with the Incident Coordinator, you will:

• Assess and confirm the validity and scope of Major Incidents (such as hardware/software systems operational problems), and identify appropriate technical support resources

• Ensure that incident management processes and other service management practices such as change, problem, release and service level management processes are executed and communicated to clients

• Provide technical direction to participants in the Enterprise Incident Management process

• Chair technical conference calls, document resulting technical conversation (outcomes) and create end-user communication in plain language

• Work a rotating schedule that spans days, nights, weekends and holidays

• Develop and distribute briefing notes to OPS Executives to ensure information is accurately flowing around the organization

Location(s): Dryden, Guelph, Hamilton, Kenora, Kingston, London, Mississauga, North Bay, Oshawa, Ottawa, Peterborough, Sault Ste. Marie, South Porcupine, St. Catharines, Sudbury, Thunder Bay, Toronto

How do I qualify?

Communication Skills

• You can explain the operation and use of computer hardware, software, and peripherals, along with technical requirements, to Incident Management stakeholders

• You can present options regarding new technology, and most effective system problem resolution in non-technical terms

• You can develop Incident-related communications materials, prepare service and maintenance documentation, and project reports with recommendations

• You have relationship management and oral communication skills

Technical Knowledge

• You have knowledge of Incident Management and other Service Management practices such as Change, Problem, Release, and Service Level Management processes and their inter-relationships with the Incident Management processes (ITIL)

• You have knowledge of Major Incident processes and related communication protocol

• You have knowledge of LAN/WAN and telecommunications and networks, diagnostic software and related hardware, to evaluate requests, plan and co-ordinate installation of site-specific hardware/software

• You have customer service orientation with knowledge of Microsoft OS Platforms, Microsoft Office Suite, Desktop Hardware troubleshooting, Cellular troubleshooting, and standard desktop productivity software

Analytical and Problem-Solving Skills

• You can conduct problem analysis and diagnosis for system failures, ensuring systems are operating in accordance with service level agreements

• You can identify and address procedure gaps and facilitate resolution of issues

• You can develop backup procedures and recovery plans, and prepare client information in support of desktop/network usage

Project Management and Leadership Skills

• You can conduct systems projects by establishing project priorities and objectives, identifying client service/account needs and business objectives, evaluating feasibility of various options through cost/benefit analyses, and assessing impact on service delivery

• You can provide technical direction to peers, resolve difficult technical problems and co-ordinate completion of work in a timely manner

• You have the ability to work in a team setting and plan, organize and prioritize tasks in a high-pressure environment

OPS Commitment to diversity, inclusion, accessibility, and anti-racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy (https://www.ontario.ca/page/ontario-public-service-anti-racism-policy) and the OPS Diversity and Inclusion Blueprint (https://www.ontario.ca/page/ops-inclusion-diversity-blueprint) pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code (http://www.ohrc.on.ca/en/ontario-human-rights-code). Refer to the application instructions below if you require a disability-related accommodation.

Salary Range: $1,282.87 - $1,615.48 Per Week

Additional information:

  • 3 Temporary, duration up to 12 months (with possible extension), 301 St Paul St, St Catharines, West Region or 1 Stone Rd W, Guelph, West Region or 119 King St W, Hamilton, West Region or 659 Exeter Rd, London, West Region or 17 Gable Ln, Kingston, East Region or 300 Water St, Peterborough, East Region or 347 Preston St, Ottawa, East Region or 33 King St W, Oshawa, Central Region or 447 McKeown Ave, North Bay, North Region or 159 Cedar St, Sudbury, North Region or 70 Foster Dr, Sault Ste Marie, North Region or 615 James St S, Thunder Bay, North Region or 200 First Ave W , Suite 204, North Bay, North Region or 222 Jarvis St, Toronto, Toronto Region or 201 City Centre Dr, Mississauga, Central Region or 95 Ghost Lake Rd, Dryden, North Region or 808 Robertson St, Kenora, North Region or 5520 Hwy 101 E, South Porcupine, North Region or 189 Red River Rd, Thunder Bay, North Region or 435 James St S, Thunder Bay, North Region or 315 Front St W, Toronto, Toronto Region, Criminal Record Check

Note:

  • In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.

Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Talent Acquisition Branch (TAB), HR Service Delivery Division (HRSDD) to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.

A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.

Employees who do not provide proof of full vaccination will be deemed 'not vaccinated' under the Directive and will be required to attend a vaccine education program and undergo regular rapid antigen testing. Employees who are not vaccinated under the policy with a valid medical exemption will not be required to attend a vaccine education program but must undergo regular rapid antigen testing.

  • The information that you provide for the purpose of this competition and the results from this competition may be used to fill other positions. These positions may be of various tenures, including short-term assignments. Your information and the results from this competition will be retained for the purpose of filling vacancies in accordance with the applicable collective agreement or policy provisions.

Please apply online, only, by Monday, December 6, 2021, by visiting www.ontario.ca/careers, and entering Job ID 171165 in the job ID search field. Please follow the instructions to submit your application. Faxes are not being accepted at this time.

If you require accommodation in order to participate in the recruitment process, please contact us at www.gojobs.gov.on.ca/ContactUs.aspx to provide your contact information. Recruitment Services staff will contact you within 48 hours. Only those applicants selected for an interview will be contacted.

The Ontario Public Service is an inclusive employer. Accommodation will be provided in accordance with Ontario's Human Rights Code.

www.ontario.ca/careers

Apply now!

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