Job Description

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit www.cbts.com

OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutions—including Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients’ transformative business initiatives. For more information, please visit www.onx.com

Incident Manager – Level 2

The Incident Manager – Level 2 is responsible for managing high-impact incidents, ensuring quick resolution, minimizing business disruption, and driving effective communication between technical teams, stakeholders, and leadership. This role acts as an escalation point for Level 1 and is accountable for end-to-end incident lifecycle management.

Key Responsibilities

1. Incident Management

• Monitor, triage, and manage major and high-priority incidents (P1/P2) from detection to closure.
• Lead incident bridge calls, coordinating cross-functional teams to ensure swift resolution.
• Ensure proper incident categorization, prioritization, and assignment to technical teams.
• Drive adherence to SLAs and minimize service downtime.

1. Communication & Coordination

• Serve as primary communication point during major incidents.
• Provide timely and accurate incident updates to stakeholders, leadership, and business users.
• Escalate issues proactively when resolution is at risk.

1. Root Cause & Post-Incident Activities

• Coordinate with problem management teams for root cause analysis (RCA).
• Ensure post-incident reviews (PIR) are conducted, documented, and action items are tracked.
• Identify recurring issues and recommend improvements.

1. Process & Continuous Improvement

• Support process standardization based on ITIL best practices.
• Contribute to incident management documentation, playbooks, and SOPs.
• Identify gaps in monitoring, alerting, or workflows and propose improvements.

1. Tools & Reporting

• Use ITSM platforms (ServiceNow, JIRA Service Management, etc.) for tracking and reporting.
• Generate daily/weekly/monthly incident reports and analytics.
• Highlight trends and recurring patterns to improve service reliability.

Required Skills & Qualifications

Technical & Functional Skills

• Strong understanding of ITIL V3/V4 processes (Incident, Problem, Change).
• Experience handling major incidents in enterprise environments.
• Familiarity with infrastructure, networking, cloud technologies, and application support concepts.
• Proficiency with ITSM tools like ServiceNow or Remedy.

Soft Skills

• Excellent communication and stakeholder management skills.
• Ability to remain calm under pressure and manage high-stress situations.
• Strong analytical and decision-making capabilities.
• Skilled at conflict resolution and facilitating collaboration.

Experience

• 2–5 years of experience in incident management or related IT service operations roles.
• Prior experience leading bridge calls and managing P1/P2 incidents.