Major Incident Coordinator

TL;DR

Major Incident Coordinator (IT Operations): Leading and coordinating Major Incidents (P1/P2) as the single point of control to ensure rapid service restoration with an accent on technical mobilization and stakeholder communication. Focus on driving service restoration, managing incident bridges, and performing post-incident reviews to prevent recurrence.

Location: Montreal (St. Laurent), Canada

Company

hirify.global is a global leader in training for the civil aviation, defence, security, and healthcare markets, specializing in immersive simulation and mission readiness.

What you will do

• Own and lead Major Incidents (P1/P2) as the single point of coordination and control.
• Mobilize and coordinate technical teams and stakeholders to drive rapid service restoration and resource alignment.
• Provide structured and timely communications to senior leadership and business stakeholders during critical outages.
• Document full incident timelines, decisions, and resolutions, ensuring seamless handoff to Problem Management for root cause analysis.
• Lead post-incident reviews and track improvement actions to enhance operational effectiveness.
• Participate in a 24/7 on-call rotation to provide continuous major incident coverage.

Requirements

• 2–3 years of experience in IT Operations or Incident Management.
• Proven experience managing major and critical incidents.
• General IT technical knowledge.
• Must be available for 24/7 on-call rotation.
• Must be based in Montreal (St. Laurent), Canada.

Nice to have

• Bachelor’s degree in IT or a related field.
• ITIL 4 Foundation certification.
• Experience with ServiceNow ITSM.
• Strong stakeholder management and accountability-driving skills.

Culture & Benefits

• Financial security with Group RRSP, hirify.global Pension Plan, and Employee Stock Purchase Plan.
• Comprehensive health support including Group Insurance and Telemedicine.
• Work-life balance perks: Flex Time, Sabbatical Leave, and Enhanced Parental Leave.
• Collaborative, dynamic, and innovative working environment.
• Employee and Family Assistance Program.