Senior Incident Coordinator
University Health Network
Toronto, ON
Transforming Healthcare Delivery - University Health Network (UHN) is Canada's largest academic health sciences center and is affiliated with the University of Toronto. Building on the strengths and successes of our four remarkable hospitals and academic institutes: Toronto General Hospital, Toronto Western Hospital, Princess Margaret Hospital, Toronto Rehabilitation Institute, and Michener Institute, UHN brings together new tools, technologies and talent to make us an international leader in healthcare and the ideal place to build your health technology career. For more information on UHN, visit

UHN Digital delivers information management and technology services for the entire organization and is responsible for assisting UHN staff and students in transforming lives and communities.

Overview of the position:
UHN Digital is improving customer service delivery across the organization because timely support of UHN staff and students is paramount to our ability to transform lives and communities. Our mission is to digitally enable UHN and this position is one of the catalysts for rolling out this vision to our organization.

UHN Digital is looking for talented individuals with in-depth experience in one or more of the ITSM/ITIL framework.

The Senior Incident Coordinator is responsible for adhering to the incident management process and coordinates/manages all major incidents which impact UHN’s IT service assets to drive timely restoration. The Senior Incident Coordinator acts as the focal point of contact for major incidents, engages necessary support teams and owns the communication process to ensure stakeholders and users are aware of issues within the IT environment. The Senior Incident Coordinator will work to identify and implement opportunities to improve the day-to-day operations of the process.

Key Responsibilities:
After hours on call availability required on a rotating schedule to ensure 24/7/365 coverage
Responsible for following and enforcing the Incident Management processes based on ITIL best practices
Ensure that IT Production Major Incidents are dealt with effectively and efficiently by coordinating and managing all technical calls.
Schedules, prepares and completes documentation and metrics for Major Incident Review Meetings. Conducts major incident reviews with stakeholders and ensures proper hand-off to Problem Management process
Ability to take lead on technical calls, to manage restoration efforts with various technical groups, resources and vendors, as required.
Supports, identifies process improvement opportunities and enables the adoption of incident processes across the organization.
Create and distributes Incident Management communications within tight SLAs to ensure timely and accurate notifications are sent to stakeholders/users.
Can effectively review incidents to ensure correct priorities and categorization are assigned
Can effectively review incidents to proactively identify trending or support gaps and provide and implement mitigation strategies and escalate as required.
Able to proactively identify relevant reports on incident metrics/KPIs on ITSM tool (Service Now) to measure the effectiveness of the incident management process.
Ability to identify and implement improvements to the ITSM tool to ensure the efficiency of the tool
Acts as a back up to the incident manager
Experience and Ability to oversee the change and problem management process as required
Document and report on all work performed in the UHN Digital incident and problem management ITMS tool
Document and report on all work performed in the UHN Digital incident and problem management ITMS tool
Performs UHN Emergency Fan Out
Reviews and implement incident methodology recommendations which can be applied to improve processes
Represents UHN Digital in a professional manner with internal and external stakeholders
Experience working with a managed service vendor an asset.
Performs cross-functional and/or other duties consistent with the job classification, as assigned or requested
Experience and ability to manage the change management and problem management process as required.

Experience and Education/Certification:
Completion of a bachelor degree in Computer Science/Information Technology or recognized equivalent
Over 4 years and up to and including 6 years of practical and related experience and 2 years on-the-job training required
Experience working in a healthcare environment
Experience and knowledge of Incident, Problem and Change Management principles, methodologies and tools required.
ITIL v3 Intermediate Certification (PPO/RCV or ST/SO) required
Ability to manage time and meet multiple deadlines in a hectic work environment
Detailed orientated, process focused, self-motivated and the ability to multi task
Communicates in a clear, concise manner both written and verbal
Must have strong leadership skills
Able to work with minimal supervision on simple to moderately complex tasks
Able to work with multidisciplinary teams in a positive and productive manner
Ability to effectively deal with high priority unscheduled tasks and problems
Understands how various issues affect each other and the outcome of projects.
If you are interested in making your contribution at UHN, please apply on-line. You will be asked to copy and paste as well as attach your resume and covering letter. You will also be required to complete some initial screening questions.

POSTED DATE: April 11, 2019 - Until Filled

Staffing Advisor, Human Resources AOB – Posting # 840392

For current UHN employees, only those who have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, and possess all the required experience and qualifications should apply.

University Health Network thanks all applicants, however, only those selected for an interview will be contacted. UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.