Senior Manager, Major Incident and Problem Management
3 weeks ago
Toronto, ON, Canada
Job DescriptionWe are hiring a Senior Manager, Major Incident and Problem Management within the IT division
The Role:
Reporting to the SVP, Information Technology and Information Security, the Senior Manager of Major Incidents and Problem Management plays a pivotal role in the IT & IS department. They are responsible for the development, implementation, and management of processes related to major incident handling and problem management. This role involves coordinating and directing all aspects of incident management efforts, ensuring timely notification and updates to internal and external stakeholders, and driving continuous improvement of IT applications, systems, and processes.
Reporting To:
Senior Vice President, IT & IS
Full-Time/Part- Time:
Full-time
Posting Date:
April 19, 2024
Closing Date:
May 10, 2024
Hours of Work:
8:30 a.m. – 5:00 p.m.
Grade:
Office Location:
17.4
Downtown Toronto
Great location Steps away from the main public transit station
What we offer:
Highly competitive compensation package which includes, base salary, bonus, benefits, and career advancement opportunities
*Eligibility for benefits is dependent on the terms of employment
What you will do:
- Manage the IT major incident and problem management processes.
- Develop, seek agreement with stakeholders, and implement improvements to incident and problem management processes.
- Ensure effective processes and procedures are in place for identifying, recording, tracking, and reporting incidents and problems.
- Align and integrate incident and problem management processes with other IT processes such as Change Management and Application Development.
- Lead and coordinate activities during major incidents, including directing cross-functional teams, facilitating communication, and disseminating updates internally and externally.
- Chair Post-Incident Reviews and ensure timely closure of Incident Reports with documented root cause analysis.
- Identify underlying problems and manage problem records from inception to resolution.
- Continuously improve IT service quality by minimizing downtime, decreasing incident frequency, and enhancing customer satisfaction.
- Prepare and report metrics demonstrating performance of the Incident and Problem Management processes to stakeholders.
- Establish and report metrics to assist in managing overall IT service quality.
The Requirements Needed:
- University Degree or College Diploma in business or a related field, with 5 to 10 years of related experience.
- Experience with Financial Institution Technology Support
- Solid understanding of IT Major Incident, Problem and Change Management processes
- Practical knowledge of IT Service Management (e.g. ITIL), Information Security principals, standards, and best practices (e.g. ISO 27001, SOC 2, NIST), and continuous improvement methodologies. Certification in one or more of these areas is an asset
- Demonstrated ability in core and role specific competencies including customer service, teamwork, adaptability
- Excellent written and verbal communication skills, with the ability to tailor communication for various audiences.
- Ability to effectively communicate technical details to non-technical stakeholders.
- Strong analytical skills and experience in trend analysis.
- Strong leadership skills with the ability to lead cross-functional teams.
- Persistence and ability to function well in stressful situations.
- Self-motivation and ability to make appropriate decisions in ambiguous situations.
Core Competencies Required for the Role:
- Leadership : Ability to lead cross-functional teams during major incidents, chair post-incident reviews, and drive problem management processes effectively.
- Communication Skills : Excellent written and verbal communication skills are crucial for conveying incident updates, facilitating discussions during post-incident reviews, and communicating technical details to non-technical stakeholders.
- Analytical Skills : Strong analytical abilities are necessary for analyzing incident trends, identifying underlying problems, and making data-driven decisions to improve IT service quality.
- Problem-Solving : Proficiency in problem-solving is vital for identifying root causes of incidents, implementing corrective actions, and driving continuous improvement initiatives.
- Customer Service Orientation : A customer-centric approach is essential for managing stakeholders' expectations, ensuring timely communication, and maintaining high levels of customer satisfaction during major incidents.
- Teamwork and Collaboration : Ability to collaborate effectively with cross-functional teams, internal stakeholders, and external partners to resolve major incidents promptly and implement corrective actions.
- Adaptability : Flexibility and adaptability are important for handling dynamic and high-pressure situations during major incidents and accommodating changing priorities in a fast-paced environment.
- Attention to Detail : Diligent record-keeping and attention to detail are critical for accurately documenting incident details, tracking problem records, and ensuring compliance with established processes and procedures.
- Technical Proficiency : While not necessarily required to be deeply technical, a fundamental understanding of IT infrastructure, systems, and processes is beneficial for effectively coordinating incident response efforts and collaborating with technical teams.
- Decision-Making : Ability to make timely and appropriate decisions, even in ambiguous situations, is crucial for effectively managing major incidents, prioritizing tasks, and mitigating potential risks.
The team you will join:
Founded in 1988, First National is one of Canada’s largest non-bank lenders. We provide residential mortgages exclusively through our mortgage broker channel and service commercial clients through our national origination team of empowered advisors.
At First National, It’s in our Nature is our rallying cry. It underlies our values, beliefs, and how we show up for each other, our clients, our partners and the community. Our nature defines who we are and guides every decision we make.
First National is proud to be an equal opportunity employer and is committed to diversity and inclusion regardless of race, color, religion, national origin, age, gender identity, physical or mental disability, sexual orientation or any other category protected by law.
First National supports requests for accommodation from applicants with disabilities; please contact Human Resources at accessibility@firstnational.ca .
We would like to thank all applications for their interest, but only candidates selected for an interview will be contacted.
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