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Senior Manager Major Incident Management

4 weeks ago

Montreal Quebec GF, CA National Bank Full time

As Senior Director, Major Incident and Problem Management, within National Bank's IT Operations team, you will act as a leader in the field of IT stability. Your ability to mobilize your team towards a common goal, instill a sense of urgency during crises and investigations, and significantly improve root cause mitigation will have a positive impact on the achievement of National Bank's objectives.

Your role

  • Manage, mentor and mobilize a dynamic team of developing professionals to become fully competent Major Incident Managers and Root Cause Investigators
  • Act as a leader in the vision and strategy of transforming the team's mandate, moving from incident coordination to stability enablers
  • Instilling a sense of urgency during major incidents among all teams and participants, and ensuring that the impacts of incidents are mitigated as quickly as possible
  • Manage first-level escalations during major incidents
  • Ensure the quality and timeliness of communications on major incidents, including communications to regulators, senior executives, and key stakeholders on the subject of the incident
  • Replace your manager, if necessary, to communicate information to executives during planned and unplanned activities
  • Coordinate incident post-mortem reviews, root cause analyses, and regulatory notifications, and liaise with the ITSM governance team for cross-cutting issues
  • Provide weekly, monthly, and ad-hoc dashboards and reports for executives or stakeholders
  • Document, improve, and communicate major incident management practices, root cause analysis standards, and problem-solving practices
  • Lead continuous improvement efforts for all team practices, improve the execution of these practices by delivery towers, and work with process owners for process improvement opportunities
  • Provide leadership in IT response and collaborate with the Cyber Security Incident team in the event of major cyber security incidents requiring an IT response
  • Develop and maintain business relationships with key IT stakeholders (delivery towers, infrastructure, first and second line of risk, audit, and vendor partners) with the goal of influencing them to maximize IT stability
  • Be an active Major Incident Manager in the on-call rotation, and a second-line escalation manager for IT operations within the rotation.
Your team

The IT and Operations sector is made up of more than 5500 experts who work in an agile, proactive and collaborative manner to seize opportunities, stay on the cutting edge of technology and continuously improve processes.
You will report to the Senior Director, OPERATIONS, IT SECURITY INFRASTRUCTURE AND ASSETS DIVISION.
The Bank values continuous development and internal mobility. Our personalized training programs, based on learning in action, allow you to master your craft and develop new areas of expertise. Tools such as the Data Academy, language training, the Harvard Learning Center, and coaching and mentoring support are available to you at all times.

Prerequisite
  • University diploma, bachelor's degree or academic equivalent, related to the sector of activity
  • Minimum of 10 years of experience in IT incident management at a senior specialist level or above
  • 10 years of experience in networking, storage, application management, middleware and cloud
  • More than 5 years of experience in managing technical staff
  • 5 years of experience in process improvement, preferably in ITSM, ITOM or crisis management
  • 5 years of experience in root cause analysis with a recognized methodology (Kepner-Tregoe, 5 Whys, Fishbone and others)
  • Ability to mobilize matrix teams towards a common goal
  • Working knowledge of Jira, ServiceNow, and a selection of IT monitoring and observability tools is an asset.

Your benefits In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family. * Health and wellness program, including many options * Flexible group insurance * Generous pension plan * Employee Share Ownership Plan * Employee and Family Assistance Program * Preferential banking services * Opportunities to get involved in community initiatives * Telemedicine service * Virtual sleep clinic These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family. Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged. We're putting people first We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees. We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates What can you bring to our team? Come live your ambitions with us