Incident Management Lead

**Role and Responsibilities**

CAE Flight Operations Solutions is an industry-leading digital platform trusted by the world’s top airlines and business aviation companies to optimize their operations. Every year, more than 50 million flights and over 200,000 crew members are supported by CAE's flight operations software backed by a global team and unparalleled expertise.

We offer a comprehensive portfolio of products and a digital ecosystem to address three main markets - Commercial Aviation, Business Aviation and Crew Engagement.

Spanning crew, flight, movement, airport, on-board catering, and cost management, CAE's customizable end-to-end solution improves decision-making by harnessing the power of integrated data and advanced technologies to improve operational performance, profitability, employee satisfaction and passenger experience.

CAE Flight Operations equips aviation professionals with the data needed to make informed decisions and take control of critical tasks.

Our IT Service Management team in looking for a new Incident Management Lead to join their team. This team supports 24x7 operations and operates from various parts of the globe. You will be responsible for defining, implementing and managing Incident Management, including Major Incident Management and Problem Management. Are you ready to:
**The role we are offering you**:
A mission-critical role in Major Incident Management, your responsibilities would include:

- End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business and Customer updates are timely and of sufficient quality, arranging discussions and updates as required.
- Ensure that all modes of communication are effectively used throughout the incident life cycle.
- Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks.
- Creation of agreed action plans with named actions & deadlines. Accountable for the Delivery of that plan.
- Coordinate major incidents in a following the sun mode, this teams cover work 24/7.
- Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base.
- Driving, developing and managing the major incident process and associated procedures / systems
- Taking all the preventive actions to minimize the service and business impact in case resolution time seems to be high.
- Conducting a thorough analysis and preparing the Major Incident Report (“MIR”) for every Major Incident after it is closed.
- Ensuring that all the resolution procedures are updated in the knowledge database / Work log
- Create ServiceNow reporting
- At least 5+ years’ experience working in IT service management, or a similar role.
- Bachelor's degree in information technology, engineering, or a related field.
- MBA preferred
- ITIL Foundation Certified

**CAPABILITIES & COMPETENCIES**:

- Effectively manage stress and work well under pressure
- Meet deadlines within prescribed timeframes
- Ability to learn financial requirements of existing/new/different countries
- Able to thrive in a fast paced-high volume environment and contribute to team objectives
- Knowledge and skill to break down complex concepts into easy to understand action items
- Ability to develop reporting and effectively communicate results to Finance Management group
- Proven ability to analyze accounts receivable performance and implement appropriate measures to maximize financial performance
- Able to work flexible hours (may include weekends and/or public holidays)

**CAE offers**:

- an environment where your initiatives will be recognized and valued
- the opportunity to travel internationally
- the opportunity to work on a variety of projects on a multidisciplinary team
- the opportunity to represent the organization at external conventions and conferences
- the possibility to work from home occasionally
- flexible schedules
- attractive employee benefits

Come share your passion with us

**About CAE**:
At CAE, we equip people in critical roles with the expertise and solutions to create a safer world. As a technology company, we digitalize the physical world, deploying software-based simulation training and critical operations support solutions. Above all else, we empower pilots, cabin crew, airlines, defense and security forces and healthcare practitioners to perform at their best every day and when the stakes are the highest. Around the globe, we’re everywhere customers need us to be with more than 13,000 employees in approximately 250 sites and training locations in over 40 countries. CAE represents more than 75 years of industry firsts—the highest-fidelity flight, mission and medical simulators and training programs powered by digital technologies. We embed sustainability in everything we do. Today and tomorrow, we’ll make sure our customers are ready for the moments that matter.

Rea