Overview
Triage Manager – Incident Jobs in Toronto, Ontario, Canada at Viva Tech Solutions
Title: Triage Manager – Incident
Company: Viva Tech Solutions
Location: Toronto, Ontario, Canada
The Triage Manager is responsible for managing day-to-day triage operations for incidents, alerts, and service requests in a production support environment. The role ensures accurate prioritization, timely resolution, SLA adherence, and effective coordination across operations, engineering, and business stakeholders. Manage incident and request triage, including severity assessment, prioritization, and assignment.
- Coordinate and support P1P2 (Major Incident) management calls and ensure timely communication.
- Monitor ticket queues, backlog, aging, and SLASLO compliance.
- Track recurring issues and support root cause analysis (RCA) and problem management.
- Act as a central coordination point between application teams, infrastructure, vendors, and business.
- Prepare and share daily weekly operational dashboards and service review inputs.
- Support release, deployment, and change activities from an operational readiness perspective.
- Drive continuous improvement in triage accuracy, response time, and operational efficiency.
Tools Skills (Mandatory)
- ServiceNow Incident, Problem, Change Management, dashboards, reporting
- JIRA Defect tracking, operational tasks, backlog management
- Confluence SOPs, runbooks, triage playbooks, documentation
- Strong understanding of ITIL processes (Incident, Problem, Change)
- Experience in high-volume, 24×7 production support environments
- Strong analytical, prioritization, and communication skills
