You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

What will you do?

• Ensure incidents are managed to resolution and as quickly as possible through effective coordination of resources, appropriate escalation and meeting facilitation.
• Collaboratively work with IT service owners and support teams to determine root cause analysis, develop action plans to prevent recurrence of incidents and problems as well resulting tasks to completion.
• Identify and development opportunities to mature the Incident and Problem Management processes including facilitating review meetings, document learnings and developing implementation plans to address fall-out and mitigate future risks.
• Develop, document and implement new and/or modified procedures as required using multiple vectors (post incident reviews, performance metric, etc.).

What will you need to succeed?

• Minimum of six (6) years' experience with incident management, problem management, or root cause analysis in an IT environment
• Minimum of ten (10) years' experience using negotiation, influencing, and facilitation skills in a business or IT environment
• Strong organization, planning and analytical skills
• Foundation certification and working knowledge of ITIL V3 Service Management Framework with specialization on Incident and Problem Management processes.
• Detail oriented with strong analytical, organizational, and problem identification skills
• Well-developed technical aptitude; knowledge and understanding of services provided by IT departments
• Ability to stay calm and work under pressure in stressful situations
• Working knowledge of HP Service Manager, ServiceNow or other Service Management tools.

What's In It For You?

• Great Place to Work® Certified in Canada and the US - 2022
• Great Place to Work® award for Best Workplaces for #HybridWork - 2022
• Named “Best Places to Work” by Glassdoor - 2021
• Canada Award for Excellence for Mental Health at Work - 2021
• Flex hours and Flexible hybrid work model including in-country work-from-home if you prefer. #LI-Hybrid
• Competitive salary and bonus structure influenced by market range data
• Pension, stock and savings programs to help build and enhance your future financial security
• A friendly, collaborative, and inclusive culture
• Be part of our continuous improvement journey in developing the next greatest digital enterprise experience.

Notes/Unique Requirements:

• The candidate for this role will participate in an On-Call rotation that will require ability to respond to Incidents within 15 minutes of notification 24/7/365 for a week. The rotation will consider a healthy work life balance and fair compensation.
• The candidate will be able to leverage an Agile work environment where facilities permit.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:

82,000/82 000 - 135,000/135 000

Job Category:

IT - Technology Services

Posting End Date:

06/12/2023