• Technical Incident Specialist

    Job Location CA-MB-Winnipeg | CA-ON-London | CA-ON-Toronto
    Posted Date 4 days ago(1/15/2019 3:04 PM)
    Job ID
    Great West Life
    Job Category
    Information Technology
    Job Type
    Full Time
    Job Industry
    Financial Services and Banking, Insurance
    Career Level
    Entry Level, Experienced
    Posted End Date
  • Job Description

    Who we are:

    Great-West Life is a leading Canadian insurer, focused on improving the financial, physical and mental well-being of Canadians. For more than 125 years, our customers across Canada have trusted us to provide for their financial security needs and deliver on the promises we have made. Together with our subsidiaries London Life and Canada Life, we serve the financial security needs of 13 million people across Canada


    At Great-West Life, we believe in improving the financial, physical and well-being of all Canadians. The foundation of our strategy is placing the customer at the centre of everything we do.  A key element of this strategy is transforming the customer experience.


    What we’re building:

    The Command Centre Service is responsible for 7x24 monitoring and incident response.  This team actively supports and facilitate the use of Incident and Problem Management process and procedures within Shared Enterprise Services (SES).


    What you’ll do:

    The incumbent will liaise with all internal SES technology teams, coordinating the rapid recovery of incidents in a 24/7/365 environment. The incumbent will facilitate the overall technical Incident response and resolution. They will actively contribute and participate in problem identification and severity assessment to proactively prevent future reoccurrence.

    As a dynamic, interpersonal, and energetic member of SES technology teams, you contribute to the overall support and stability of the IT organization through the effective and efficient execution of the incident management process. The Technical Incident Specialist will also be responsible for coordinating activities on a 24x7 basis within SES as required in a direct or indirect reporting structure.  As the primary SES technical point they will ensure that the team successfully maintains timelines and corrective actions along with other aspects of the Incident Management process.  They will provide management information and recommendations for service improvement. 


    Who you are:

    • Post-Secondary Diploma in a related IT Field, Business Administration or equivalent experience required 
    • 10+ years of IT experience in a technical supporting function.
    • Excellent communication skills and a positive attitude in stressful situations are required
    • "Knowledge of” or a demonstrated ability to problem solve using a structured, data centric methodology (e.g. Kepner-Tregoe Prior experience with ITIL processes is an asset)
    • Proven ability to follow policies / procedures, implement change, fulfill project initiatives, manage tasks of both self as well as others and provide reporting as required
    • Proven experience with technical writing and incident coordination
    • Excellent planning, research, typing, organizational skills required
    • Previous customer service experience of a technical nature required
    • Ability to learn new things easily and adapt to an ever-changing environment
    • Results-oriented individual with a demonstrated ability to complete a high volume of work, independently without supervision
    • Must be able to work well in a group setting as well as individually
    • Prior experience with infrastructure technologies (i.e. Telephony, Windows, UNIX, Mainframe, Networking, WAN technology, Security, Storage and Messaging or Collaboration systems) is required
    • Previous experience with a support ticket tracking system and ticket queue management required
    • Strong time management and organizational skills with ability to balance workload in a fast-paced environment
    • Flexibility to work evening or night shifts is mandatory 

    What really sets you apart:

    Must be focused on service restoration and proactive incident response to prevent or minimise business impact using a analytical and structured approach.


    What you’ll like about working here:

    We offer a challenging, team-oriented work environment, competitive income and benefits, and opportunities for professional and personal development and growth.  We provide a total rewards package that is competitive and consistent with our core values. Our variable incentive and compensation programs support our performance culture by rewarding our high achieving teams and individuals. Our health and dental benefits are flexible and comprehensive to suit a variety of needs.

    We also offer an employee pension plan, a share purchase plan, and group RRSPs.


    Discover your opportunity….Apply today!


    Great-West Life offers competitive compensation, great benefits such as medical, dental, life insurance, wellness account and personal days not to mention onsite cafeteria and fitness facilities.  If you’d like to join our team submit your information online and introduce yourself.


    Together Great-West Life, London Life and Canada Life serve the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.


    We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.


    Great-West Lifeco would like to thank all applicants, however only those who qualify for an interview will be contacted.




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