Major Incident Coordinator

Responsibilities

• Own and lead Major Incidents (P1/P2) as the single point of coordination and control
• Must be available for 24/7 on-call
• Assess and validate incident priority and business impact
• Initiate, lead, and control the major incident bridge, ensuring disciplined execution
• Mobilize and coordinate technical teams and stakeholders for rapid response
• Drive service restoration by ensuring focus, prioritization, and resource alignment
• Provide structured and timely communications to stakeholders and senior leadership
• Act as liaison between Service Desk, IT teams, and business stakeholders
• Escalate incidents to senior leadership or specialized teams when required
• Ensure full documentation of incident timeline, actions, decisions, and resolution
• Validate resolution and full restoration of services before closure
• Support and authorize emergency change activities during incidents
• Ensure handoff to Problem Management for root cause analysis and prevention
• Lead post-incident reviews and track improvement actions
• Identify gaps and drive continuous improvement initiatives
• Coach teams during incident response and improve operational effectiveness
• Contribute to knowledge base, playbooks, and incident procedures
• Participate in on-call rotation for major incident coverage 24/7

Requirements

• 2-3 years of experience in IT Operations or Incident Management
• Experience managing major and critical incidents
• IT Technical general knowledge
• Bachelor's degree in IT or related field
• ITIL 4 Foundation
• Excellent communication and stakeholder management
• Ability to drive accountability across technical teams
• Strong understanding of ITIL Incident & Major Incident processes
• Experience with ServiceNow ITSM
• Analytical and problem-solving mindset
• CAE offers:
• Group Insurance
• Telemedicine
• Employee and Family Assistance Program
• Employee Stock Purchase Plan
• Group RRSP
• CAE Pension Plan/Defined Benefit Plan
• Sabbatical Leave
• Flex Time
• Enhanced Parental Leave
• Flexible and modern working environments
• A collaborative workplace
• A dynamic and innovative environment
• Come share your passion with us!
• With over 10,000 employees in more than 35 countries, CAE is a global leader in training for the civil aviation, defence and security, and healthcare markets. To learn more: www.cae.com
• About CAE
• Position Type
• Regular
• Equal Opportunity & Accommodations
• Data Privacy
• Privacy Statement | CAE
• As part of our process, we may use AI‑supported tools to help review applications, with human decision‑making at every step. CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Benefits

Additional Information

Our Technology & Product Development teams transform bold ideas into immersive, world-class solutions. From VR/AR solutions to cutting-edge flight simulation, you'll work alongside brilliant minds in a rewarding and supportive environment with opportunities to learn and grow every day. With a career that blends flexibility, creativity, and impact, you'll play a vital role in driving next-generation tech solutions for the moments that matter most. At CAE, our Technology & Product Development team is dedicated to shaping the future with immersive systems and pioneering technologies that elevate safety and readiness worldwide. From VR/AR solutions to cutting-edge flight simulation, you'll work alongside brilliant minds in a rewarding and supportive environment with opportunities to learn and grow every day. Simply put, you're empowered to tackle challenges with a team that embraces bold ideas and a commitment to safety and excellence on a global scale. With a career that blends flexibility, creativity, and impact, you'll play a vital role in an innovative and collaborative team, driving next-generation tech solutions for the moments that matter most. 11

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