Incident and Problem Manager

• Applications are considered on a rolling basis
• Multiple locations
• Hybrid

Job 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 & Problem Manager to oversee the Support Process for Sectra Canada. In this role you will manage and optimize all support processes for Sectra’s Medical Imaging business. The Incident & 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:

Team Guidance

• Ensure the team is equipped, supported, and motivated to meet operational goals and deliver high-quality customer support.
• Foster a collaborative and accountable team culture, aligned with Sectra’s values and service standards.

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

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