Incident Process Manager

Status: Regular Full Time
Working Conditions: Hybrid   
Education Level: 4-Year Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
Base Location: Oshawa, ON

Temporary Work Location: Pickering, ON
Shifts(s): Days 
Travel: 10%
Deadline to Apply: April 11, 2025
Salary Range: $2,658.86 - $3,118.72 Per Week 
 
Electrify your career and help build a brighter tomorrow. 

Every generation has a challenge that defines them. At OPG, we are calling on all innovators, disruptors, thought leaders and change-makers. Join us as we work to electrify life in one generation and build a sustainable future powered by our electricity, our ideas, and our people. Join OPG and make history. 

Whether you work in the skilled trades or are a business professional, a career at OPG is an opportunity to electrify your life on -- and off -- the job. 

JOB OVERVIEW 
Ontario Power Generation (OPG) is looking for a dynamic, strategic and results-driven professional to join our team in the role of Incident Process Manager. 

Reporting to the Senior Manager IT Services, this position is responsible for ensuring timely resolution of IT disruptions, enhancing service resilience, and leading Major Incident Bridge calls. This role requires advanced ITIL expertise, the ability to backfill other ITSM Process Manager roles, and participation in a 24/7 on-call rotation to manage and escalate critical incidents.

KEY ACCOUNTABILITIES  

• Incident & Major Incident Management – Own and drive the end-to-end Incident and Major Incident Management processes, ensuring swift response, coordination, and resolution of IT disruptions while aligning with ITIL best practices.
• Major Incident Leadership – Lead Major Incident Bridge calls, managing critical incidents with urgency by engaging IT teams, vendors, and business stakeholders. Ensure clear roles, accountability, and escalation paths to restore services as quickly as possible.
• Incident Governance – Develop, implement, and enforce Incident Management policies, standards, and best practices across IT operations. Ensure adherence to industry frameworks and drive compliance with regulatory and security requirements.
• Stakeholder Communication – Provide real-time updates to senior IT and business leaders during major incidents, translating complex technical issues into clear, business-focused impact statements. Ensure stakeholders understand risks, resolution progress, and next steps.
• Continuous Improvement – Drive process maturity by leveraging automation, AI-driven insights, and proactive monitoring to prevent incidents and improve response efficiency.
• Performance & Metrics – Establish, track, and refine KPIs, SLAs, and OLAs, ensuring incident resolution meets business expectations.
• Coaching & Training – Mentor IT teams, Service Desk personnel, and operational support staff on Incident and Major Incident Management best practices. Conduct training sessions, run tabletop exercises, and simulate real-world scenarios to enhance incident response capabilities.
• On-Call Support & Cross-Functional Backup – Participate in a 24/7 rotational on-call structure, ensuring critical incidents are escalated and resolved promptly. Serve as a backup for other ITSM Process Manager roles such as Problem, Change, and Service Level Management to ensure continuity of ITSM functions

QUALIFICATIONS 

• 4 year Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 8+ years in Incident, Major Incident, or ITSM roles within large-scale, enterprise IT environments. ITIL v4 Managing Professional or Strategic Leader certification preferred.
• Proven ability to lead Major Incident Bridge calls, coordinate teams, and drive resolution under pressure.
• Expertise in ServiceNow or similar ITSM tools, with experience in AI-driven automation and event management.
• Strong understanding of IT infrastructure, cloud platforms (i.e. AWS, Azure, etc.), and network operations.
• Ability to provide real-time executive briefings, facilitate structured incident calls, and translate technical issues for business leaders.
• Skilled in working across Product Model centered IT and Business teams to ensure alignment, coordination, and process optimization.
• Ability to support a 24/7 rotational on-call structure, responding to critical incidents as needed.

The successful candidate will exhibit uncompromising integrity and commitment to upholding corporate values, and the OPG Code of Business Conduct. 

OPG is committed to fostering an inclusive, equitable, and accessible environment. If you require accommodation during the application or interview process, please contact AODA@opg.com. 

This position is moving to OPG Corporate Headquarters: In Summer 2025, OPG will officially welcome employees to our new Corporate Headquarters located at 1908 Colonel Sam Drive, Oshawa, Ontario. This position will be temporarily based in Pickering, ON until the move to Headquarters in the Summer of 2025. 

What makes a career at OPG different?
With operations across Ontario and the United States, OPG is one of the most diverse power producers in North America. As the largest generator in Ontario, we meet approximately 50% of the province’s electricity needs, largely from low-carbon sources like nuclear and hydro.  

As we work to achieve our vision of Electrifying life in one generation, OPG and our family of companies are also helping advance the development of new low-carbon technologies such as Small Modular Reactors (SMRs), refurbishment projects, and electrification initiatives to help power the growing demands of a growing economy. Join OPG and make history. 
 
Please submit your application online at jobs.opg.com.  OPG thanks all those who apply; however, only candidates considered for an interview will be contacted. 

Select the applicable hashtag and change the font colour to white #LI-Onsite (RA) #LI-Hybrid 

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The base salary range considers many factors including, but not limited to experience, education, and training, including any collective agreement requirements for union represented positions. It is not typical for the salary to be offered near the top of the range, and salary is dependent on numerous factors. For management roles, the base salary range does not represent the total compensation package. The total compensation package for regular full-time management roles includes pay-for-performance programs for annual and medium time periods. Maintaining a high-performance culture and excellence is a core expectation of every member of our leadership team and is rewarded through the established compensation framework.

OPG is committed to employment equity. As such, we encourage applicants from equity-seeking communities (Indigenous Peoples, racialized persons, persons with disabilities, and women). We strongly believe that alleviating the under-representation of equity-seeking individuals will create a stronger OPG team and allow us to better serve the needs of our diverse communities.

In order to fulfill the above-mentioned purpose, priority in hiring may be given to qualified persons who self-identify as a member of equity-seeking groups as identified in the application process. This initiative constitutes a special program under the Human Rights Code/Canadian Human Rights Act.