IT Incident and Problem Manager
4 months ago
**IT Incident and Problem Manager**
**Take a central role**
The Bank of Canada has a vision to be a leading central bank—dynamic, engaged and trusted—committed to a better Canada. No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in an organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in our environment.
Building on the principles that have always guided us - excellence, integrity and respect - we strive to be forward-looking and innovative, to welcome people with diverse perspectives and talents, and to earn trust by living up to our commitments and by clearly explaining the intent of our policies and actions.
With our defined-benefit pension plan, benefits, and high flexibility for work life balance - find out more about why we are annually ranked as one of Canada's top employers: Working Here - Bank of Canada
Find out more about the next steps in our Recruitment process.
**What you will do**
The IT Incident Manager is a major contributor to, the definition, creation, implementation, ongoing execution andcontinual improvement of the operational processes for IT services, environments and facilities. You are an expertand focal coordination point within the Information Technology Services (ITS) department and, crossingorganizational boundaries, for Bank-wide requirements. You are involved in the overall quality and results of theprocesses, as well as management of information, related tools and services.
This position establishes, implements and enforces the Critical/Major Incident Management discipline andassociated standards and processes for IT. This role ensures that all teams in IT comply with all IncidentManagement standards and processes. The IT Incident Manager establishes an environment of continuousprocess improvement. This position ensures incidents are recorded, assessed, evaluated and resolved.
NOTE - Must be flexible on the work shift and the ability to be on-call.
**Your responsibilities**
- Provide focus, direction and create a control environment for quick recovery
- Be the obvious individual on the bridge that participants will seek for updates, guidance, questions andother critical facilitation needs
- Assess priority for major incidents with support teams and senior IT/Business leadership
- Ensure required participants are on the bridge
- When not managing a critical incident, maintain excellent situational awareness by utilizing tools andcommunication channels to be on guard for potential new incidents on the rise and assist with post-incidentand problem analysis and action item follow-up
- Responsible for owning incident and problem resolution, working collaboratively across multiple departments to identify root cause; identify, record and resolve problems; and avoid incidents
- Responsible for ensuring proactive problem management is in place to identify and remove the root cause of potential problems before they result in incidents.
**What you need to succeed**
As an IT Incident Manager, you are a team player yet also capable of working independently with little supervision.You are a self-starter, effective communicator, change contributor and innovative problem solver.
You have experience managing the life cycle of IT incidents and problems, process management and reportingpractices, and defining key metrics. You have well-developed people management and relationship-building skillsand knowledge of project management principles, concepts and methodologies.
Your technical skills:
- certification and/or technical training in IT service management software products (e.g., ServiceNow, Jira,MSOffice 365) and ITIL-based processes
- practical experience within a Microsoft working environment (e.g., Office, Outlook, Access, Project)
**Nice-to-have**
- ITIL Foundation and ITIL Practitioner certification
- ITIL Service Manager certification
- certification and/or proven practical experience with Business Intelligence reporting tools
- ServiceNow Expertise
**Your education and experience**
The position required an undergraduate degree in computer science or a related discipline, a minimum of seven years of IT business/industry experience, including four years in operational IT process execution, implementation, execution, reporting and improvement and a certification and/or a minimum of two years of practical experience with IT incident management and problem management or an equivalent combination of education and experience may be considered.
**What you need to know**
- Language requirement: English or French essential
- Priority will be given to Canadian citizens and permanent residents
- Security level required: Be eligible to obtain Secret
- Relocation assistance may be provided, if required
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
**Hyb
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