Incident & Problem Manager, Cloud Operations

• Mississauga
• Hybrid

Join a tech company thats making a difference in healthcare

At Sectra our objective is to introduce a leading global medical IT solution to the North American market with the aim of establishing ourselves as the top provider of Enterprise Imaging and PACS solutions. Our customers operate in some of North Americas most critical functions and we are uniquely positioned to help them optimize patient-centered care. Our modular and scalable cloud-enabled enterprise imaging solutions allow healthcare providers to grow from ology to ology while delivering cloud-based efficiencies and advanced technology to modernize North Americas medical imaging infrastructure all while protecting the most sensitive patient and provider data.

Whats exciting about this position

Sectra is seeking a seasoned and dynamic Incident & Problem Manager to organize and coordinate Urgent/Critical Cloud support issues and consequently implement identified improvements for Sectra North Americas Cloud this role you will help manage and optimize all operations processes for Sectras Cloud Operations team with a strong emphasis on cloud-hosted environments and SaaS delivery models. The Incident & Problem Manager will work closely with frontline and backend teams across Sectra North America and collaborate with Sectra peers locally and globally driving efficiency consistency and continuous improvement in our cloud operations to deliver exceptional service.

As an Incident & Problem Manager you will:

Team Guidance

• Ensure the team is equipped supported and motivated to meet operational goals and deliver high-quality Cloud operations.

• Foster a collaborative and accountable team culture aligned with Sectras values with a focus on Cloud-first service deliveries.

Oversight & Collaboration

• Assist as needed via resource escalations/ticketing process or directed by the Head of Cloud Operations for support operations liaison:

• including ticket management escalations resolution tracking and after-hours coordination with visibility into cloud infrastructure health and availability.

• Lead and monitor incident and problem management processes across the Cloud Operations department to ensure efficient resolution and minimal customer impact.

• Oversee adherence to customer SLAs

• Participate in problem/issue review meetings/sessions with customers via direct escalations or via requests via HelpDesk or Pager escalation.

• Drive root-cause analysis and assist in developing initiatives to improve service stability and operational procedures.

• Take part in system changes by collaborating with the Change Advisory Board (CAB) ensuring proper review approval and safe implementation of changes in Cloud environments.

• Possibility to manage scheduling and processes for after-hours coverage including cloud monitoring and on-call escalation paths.

Process Management & Improvements

• Together with Cloud Operations Managers continuously evaluate and improve operations processes for our solutions driving efficiency and Cloud Operations best practices.

• In coordination with the various Cloud teams (Design Architects Security Architect Operations and Cloud Deployment Teams): support process rollouts tied to Cloud platform enhancements ensuring alignment with business goals and minimal service disruptions.

• Conduct audits on events such as service outages degradations and configuration changes to ensure quality and compliance.

• Work closely with support teams to align practices and issue resolution across cloud and hybrid deployments.

• Lead transformation initiatives around Cloud tooling and platforms used to manage the support process including monitoring alerting and incident automation.

• Help Sectra to keep compliance in numerous frameworks and principles

At Sectra youll experience the stability of a well-established brand with vast global experience and a product backed by 40 years of innovation. The result An agile invigorating highly supportive and fun environment that empowers our team to do their best work and make a difference in peoples lives every day.

In addition to competitive salary and performance-based incentives we offer plenty of exciting benefits and perks including:

• Education assistance for team members to continuously enhance their knowledge

• Robust health dental and vision benefits effective the month following your start date

• Monthly health spending account

• RRSP matching after 3 months of employment

• Reimbursement of home internet expense

• Minimum 4 weeks paid vacation