Incident and Problem Manager
Apply NowCompany: Sectra
Location: Mississauga, ON L4T 4M6
Description:
Join a tech company that's making a difference in healthcare
At Sectra Canada, our objective is to introduce a leading global medical IT solution to the Canadian market, with the aim of establishing ourselves as the top provider of Enterprise imaging and PACS solutions in the country. Our customers operate in some of Canada's most critical functions, and we are uniquely positioned to help them optimize patient-centered care. Our modular and scalable enterprise imaging solutions allow healthcare providers to grow from ology to ology, while providing efficiencies and advanced technology to modernize Canada's medical imaging systems, all while protecting the most sensitive information for patients and care providers.
What's exciting about this position?
Sectra is seeking a seasoned and dynamic Incident and Problem Manager to oversee the Support Process for Sectra Canada. This role is a key member of the Customer Operations team, and will manage and optimize all support processes for Sectra's Medical Imaging business. The Incident and Problem Manager will work closely with frontline and backend teams across Sectra Canada and collaborate with Sectra peers globally, driving efficiency, consistency, and continuous improvement in our operations to deliver exceptional service.
As an Incident and Problem Manager, you will:
Oversight & Collaboration
Process Management & Improvements
Training & Mentorship
ITIL Certification
As the newest Sectra operation, Sectra Canada has the best of both worlds. We embody the energy of a young startup yet enjoy 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 people's lives every day.
In addition to competitive salary and performance-based incentives, we offer plenty of exciting benefits and perks, including:
So, are you a fit?
We hire for attitude and ability, train for skill. Our people have the knowledge to meet expectations, but more importantly the passion to exceed them consistently. We're all about learning from and challenging each other and going all in for every customer. To add to our amazing team, these attributes will be crucial to your success:
Think you've got what it takes? Great. Here's a few more boxes we're also hoping you can tick:
Our salary range for this role falls between $98,700 and $131,100. The final salary offer will depend on several key factors, including the candidate's level of experience, their specific skill set, and the overall alignment with the job requirements. Other considerations may include the candidate's education, certifications, and any additional relevant qualifications. We aim to offer a competitive salary that reflects the value each individual brings to our team.
Equal opportunity employer
Healthcare is a universal priority, and we need people from all backgrounds to help build a healthier and safer society. Our employees are people with different strengths, interests, experiences and backgrounds, who share a passion for improving people's lives. We embrace our differences and celebrate our uniqueness, and we respect and value all of our employees' points of views. Our non-discrimination policy extends beyond recruitment practices to encompass all terms, conditions and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits and termination of employment.
Other information:
The goal is for the right candidate to start as soon as possible.
We recruit on an ongoing basis. This means we encourage you to apply or contact us as soon as possible.
Depending on the role, a mandatory background security screening might be performed as part of the recruitment process at Sectra. Please reach out to the responsible hiring team if you have any questions regarding this. Learn more about our recruitment process here.
At Sectra Canada, our objective is to introduce a leading global medical IT solution to the Canadian market, with the aim of establishing ourselves as the top provider of Enterprise imaging and PACS solutions in the country. Our customers operate in some of Canada's most critical functions, and we are uniquely positioned to help them optimize patient-centered care. Our modular and scalable enterprise imaging solutions allow healthcare providers to grow from ology to ology, while providing efficiencies and advanced technology to modernize Canada's medical imaging systems, all while protecting the most sensitive information for patients and care providers.
What's exciting about this position?
Sectra is seeking a seasoned and dynamic Incident and Problem Manager to oversee the Support Process for Sectra Canada. This role is a key member of the Customer Operations team, and will manage and optimize all support processes for Sectra's Medical Imaging business. The Incident and Problem Manager will work closely with frontline and backend teams across Sectra Canada and collaborate with Sectra peers globally, driving efficiency, consistency, and continuous improvement in our operations to deliver exceptional service.
As an Incident and Problem Manager, you will:
Oversight & Collaboration
- Oversight of day-to-day support operations, including ticket management, escalations, resolution tracking, and after-hours coordination for Canada.
- Lead and monitor incident and problem management processes to ensure efficient problem-solving and minimal customer impact.
- Oversight of adherence to customer SLAs and participate in review meetings with customers.
- Focus on root-cause analysis to develop initiatives to improve overall support operations.
- Oversee system changes by leading the Change Advisory Board (CAB), ensuring proper review, approval, and implementation of changes.
- Managing the schedule and processes for afterhours coverage.
Process Management & Improvements
- Continuously evaluate and improve support processes, driving efficiency and best practices.
- Lead and oversee support process rollouts and enhancements, ensuring alignment with business goals and minimal disruptions.
- Conduct audits on events related to support to ensure the quality and compliance of support processes.
- Work closely with regional support teams to ensure alignment of support practices and issue resolution across regions.
- Lead transformation initiatives established by Sectra with regards to new tools used for managing the Support process
Training & Mentorship
- Develop and create training programs to engage in providing effective support for Sectra Applications, solutions and services.
ITIL Certification
- Lead the ITIL certification process for Sectra Canada.
- Maintain and improve ITIL-based processes, ensuring compliance and driving best practices (previously part of ITIL Compliance & Certification).
As the newest Sectra operation, Sectra Canada has the best of both worlds. We embody the energy of a young startup yet enjoy 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 people's 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
So, are you a fit?
We hire for attitude and ability, train for skill. Our people have the knowledge to meet expectations, but more importantly the passion to exceed them consistently. We're all about learning from and challenging each other and going all in for every customer. To add to our amazing team, these attributes will be crucial to your success:
- A drive to make things happen
- A longing to make a difference in the healthcare industry
- A hunger to learn and improve at every opportunity
- A true team player eager to share your knowledge with the team
Think you've got what it takes? Great. Here's a few more boxes we're also hoping you can tick:
- Bachelor's degree in engineering, computer science, information technology, or a related field
- Bi-lingual in English and French.
- Minimum of 6 years of experience in support management or related roles in the medical technology industry
- Prior knowledge of and experience with ITIL or other ITSM frameworks and tools
- Proven track record of successfully managing support processes and leading teams to achieve business objectives in a fast-paced, dynamic environment
- Strong customer experience orientation with a passion for delivering high-quality support and driving customer satisfaction
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal stakeholders at all levels
- Strategic thinker with strong analytical and problem-solving abilities, able to leverage data to drive decision-making and process improvement
Our salary range for this role falls between $98,700 and $131,100. The final salary offer will depend on several key factors, including the candidate's level of experience, their specific skill set, and the overall alignment with the job requirements. Other considerations may include the candidate's education, certifications, and any additional relevant qualifications. We aim to offer a competitive salary that reflects the value each individual brings to our team.
Equal opportunity employer
Healthcare is a universal priority, and we need people from all backgrounds to help build a healthier and safer society. Our employees are people with different strengths, interests, experiences and backgrounds, who share a passion for improving people's lives. We embrace our differences and celebrate our uniqueness, and we respect and value all of our employees' points of views. Our non-discrimination policy extends beyond recruitment practices to encompass all terms, conditions and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits and termination of employment.
Other information:
The goal is for the right candidate to start as soon as possible.
We recruit on an ongoing basis. This means we encourage you to apply or contact us as soon as possible.
Depending on the role, a mandatory background security screening might be performed as part of the recruitment process at Sectra. Please reach out to the responsible hiring team if you have any questions regarding this. Learn more about our recruitment process here.