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Manager, IT Incident and Problem Management

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Date: Feb 22, 2021

Location: Toronto, ON, CA

Company: LifeLabs

About Us

At LifeLabs, we are focused on our vision of building a healthier Canada!  We are the largest community diagnostics laboratory in Canada with over 350 collection centres, 16 laboratories and service over 20 million patients each year.  

Caring, Agile, Customer Driven, One Team - We live our values every day in what we do to help our patients and healthcare providers.  With over 6,000 employees, we all make a difference and that’s why our people are so important to us.  

This is an exciting time to join our LifeLabs team, grow your career with us and support numerous business initiatives, innovations, best practice and business development opportunities.




This role requires strong knowledge about ITIL /ITSM, results-oriented (KPIs), ability to work with minimal supervision and willing to continuously enhance technical skills, and enjoy working with people as well as have a strong focus on delivering high-quality service. The IT Incident and Problem Manager will be responsible for managing the incident and problem management process which includes managing risk, impact, ensure integrity, reactive and proactive problem management and process adherence. Ensure faster incident resolution and quality content of all incidents records and that all incidents comply with current SLA’s and OLA’s. Accountable to ensure the highest level of communication to business representatives, stakeholders, and technical staff is maintained during an incident.


Core Accountabilities:


•Manage the daily operations and effectiveness of the Incident Management lifecycle - including identification, categorization, prioritization, diagnosis, documentation, facilitation and reporting, implementation of both workarounds and permanent fixes, communication to internal stakeholders, incident process management and control, closure, evaluation, review, process reporting, and process improvement


•Chair service restoration meetings for major incidents, oversight and direction of the resolution efforts of high priority incidents (P1 & P2) ensuring timely incident response and speedy resolution, including facilitating technical bridges, communication and producing Incident Reports that document all actions taken to restore service and ensure post-incident reporting and updates to the ITSM ticketing tool are complete and high quality


•Build and develop measurable key metrics and KPIs to assess and improve team effectiveness


•Ensure training and development of staff to optimize the quality of work and service delivery


•Manage vendor relationships related to daily operational needs within agreed SLA’s


•Govern the incident management process and identify and report on violations


•Manage post-incident review and ensure continual improvements


•Participate in specific Operations Management activities and special projects or initiatives as required, and act as the IT lead for annual internal and external audit assessments


•Prepare internal reports on major incidents and lead their review with Executive Management

•Establish root cause/known errors and improvement opportunities to mitigate future occurrences


•Manage the daily operations and effectiveness of the Problem Management lifecycle


•Perform proactive problem management. Collect and analyze operational data


•Develop, measure, and analyze Critical Success Factors (CSF’s) and Key Performance Indicators (KPI’s), and generate metric reports


•Develop training plans and materials to conduct training on a scheduled and ad-hoc basis


•Lead all collaborative investigation, notification and recovery activities in 24/7 Incident Management operations for handling of major incidents


Minimum Hiring Requirements:


•Minimum 5 years’ experience and demonstrated expert knowledge of the Incident Management, Major Incident, & Problem Management Processes


•ITIL Foundations certification is required. Intermediate, expert or master certificates in IT Service Management would be an asset


•Proven ability to assess data, identify gaps, trends and inaccuracies to turn that data into actionable outcomes and opportunities


•Proven knowledge of systematic methodology to evaluate, design and implement process or technology change to achieve measurable business benefits


•Excellent working knowledge of best practices in corporate IT

LifeLabs is committed to building an inclusive environment and will provide accommodations in accordance with the AODA – Accessibility for Ontarians with Disabilities Act. Please indicate in your application any accommodations you will require throughout the recruitment process.  Alternatively please contact our corporate offices main line to be directed to a member of the Talent Acquisition team at  (416) 675-4530. 


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