MONTREAL (HYBRID) Incident Manager

WHO WE ARE:

As the founding entity of RAINBOW PARTNERS, Quanteam is a consulting firm specializing in Banking, Finance, and Financial Services. Guided by our core values of closeness, teamwork, diversity, and excellence, our team of 1,000 expert consultants, representing 35 different nationalities, collaborates across 10 international offices: Paris, Lyon, New York, Montreal, London, Brussels, Geneva, Lisbon, Porto and Casablanca.

We are looking for an Intermediate Incident Manager to work with one of our clients based in Montreal.

CONTEXT AND ROLE OBJECTIVES:

This role is focused on coordinating major production incidents rather than performing hands-on technical resolution. The Incident Manager must quickly understand the situation, mobilize the right teams, structure the response, and maintain clear communication through service restoration.

KEY RESPONSIBILITIES:

- Lead major incident conference calls and provide communications and follow-up to stakeholders.

- Take ownership of incident coordination from initial assessment through service restoration: clarify impact, engage the appropriate technical teams, track actions and owners, keep the bridge focused on resolution, and provide structured updates adapted to operational teams and management.

- Ensure Incident Reports are accurate and complete, documenting actions taken and decisions made, with validation from impacted teams.

- Monitor major AMER operational incidents and communicate updates to Paris teams.

- Participate in the on-call rotation to support the Follow-the-Sun (FTS) operating model between AMER and ASIA.

- Ensure effective Follow-the-Sun handovers by summarizing incident context, impact, actions completed and in progress, owners, blockers, and next steps.

Infrastructure Operations

- Provide support during infrastructure weekends and other infrastructure operations required to support AMER RCP activities.

- Support incident coordination during resiliency, disaster recovery, and infrastructure testing activities, without being expected to perform the underlying technical changes.

- Contribute to improving the quality of service delivered by the team.

- Participate in major continuous improvement initiatives and projects involving collaboration between AMER and Paris teams.

Additional Responsibilities

- Ensure process alignment across the three regions under the Follow-the-Sun model.

- Escalate major incidents and events to management when required.

- Organize meetings with key stakeholders as needed.

- Maintain and update Standard Operating Procedures (SOPs).

Continuous Improvement

- Promote team spirit and contribute to employee engagement initiatives.

- Participate in cross-functional and transversal events.

- Propose process improvements and innovation opportunities.

PROFILE:

Mandatory requirements

- 3 to 5 years of experience in Incident Management.

- Experience leading and coordinating major incident management activities.

- Basic understanding of IT infrastructure and operations.

- Ability to follow technical discussions across common production and infrastructure domains (including servers, Windows/Linux/Unix, storage, and databases) and ask relevant questions without requiring specialist-level expertise.

- Strong stakeholder management and coordination skills.

- Ability to remain calm, structured, and sufficiently assertive in high-pressure situations involving multiple technical teams and competing troubleshooting paths.

- Excellent written and verbal communication skills.

- Strong organizational skills and operational proficiency with tools such as Excel and Microsoft Teams to structure incident information, track impacted components, and follow actions to closure.

- Bilingual in English and French.

- Ability to collaborate with global teams across multiple regions and time zones.

- Availability to participate in on-call rotations.

Nice to have

- Technical education or technical background.

- Previous experience working within a Follow-the-Sun support model.

- Experience within a large enterprise or financial services environment.

- Exposure to infrastructure operations and disaster recovery activities.

Language

- French, English. Ability to communicate in English, both orally and in writing, is a requirement as the person in this position will need to collaborate regularly with colleagues and partners in the United States.

Work setup: Hybrid, 4 days per week onsite in Montreal.