Policy Specialist, Temporary Full-Time

1 week ago

Toronto ON, Canada Equitable Bank Full time

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. Overall we serve more than 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.Ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.
The Incident and Problem Manager will focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient.
The Incident, Problem & Change Specialist is accountable for tracking, and managing technology incidents experienced within the bank, while driving the restoration of services at pace. A key part of this role is effective communication across all stakeholders and teams within the bank, in both verbal and written form while working under pressure at a fast pace.
This encompasses performing Root Cause Analysis.
The Incident, Problem & Change Specialist will record and manage problems through to resolution by performing root cause analysis, coordinating third party analysis, and communicating with stakeholders. They will ensure workaround and solution suitability will establish service level objectives, indicators and agreements (SLOs, SLIs and SLAs) for critical systems and channels, including championing automated monitoring and data aggregating to streamline reporting of metrics.
Host both technical and managerial conference calls, and facilitate effective incident management throughout the incident lifecycle
Spin-up command centers (virtual/physical) as needed based on priority of incidents, including call-tree escalations to Level 2 / 3 experts as needed
Own the creation and distribution of succinct communications on command center progress and activities, for both front-line technical staff and executive leaders
Accountable for gathering required information from business and technology to enable effective Root Cause Analysis
Produce and maintain Executive level reporting of incidents, including number of customers impacted and restoration timing at the time of incident an also as ongoing reporting on a cadence
Minimize and mitigate business-impacting incidents through controlled problem identification and responsive / proactive service improvement plans
Identify the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround
University degree in business administration or a technology-related field required, or equivalent work experience.
~ 3 years of experience with technical incident resolution or product defect resolution.
~ Strong written and verbal communication, with an ability to articulate issues simply, concisely, accurately and clearly for both technical working level teams and executives
~ Analytical mind capable of managing numerous information sources and providing meaningful data analysis reports to senior management
~ Experience with tracking incidents, problems and changes including providing dashboard views of good performance & gaps over time
~ Strong knowledge of ServiceNow, Confluence and Jira is required
~ Strong attention to detail, keen problem-solving skills, with experience performing impact and root cause analyses, recommending solutions, and supporting resolution efforts
~ What we offer [For full-time permanent roles]
#Medical, dental, vision, life, and disability benefits
#Generous vacation policy and personal days
#Virtual events to connect with your fellow colleagues
#A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
Equitable Bank is deeply committed to inclusion.

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