Major Incident

2 weeks ago

Toronto, Canada Banque Laurentienne Full time

Toronto- Information technologyFull Time- 26811- 17 November 2023**Laurentian Bank. Seeing beyond numbers**

**Building a better and different financial institution**

Financial Benefits

Working Environment

Commuting and Travelling

Food and Drinks

Nice to have

Financial Benefits

Pension plan

Group Insurance

Stock purchase program

Mortgage, Line of Credit, Personal Loan,...at low interest rates

Incentive compensation

***
**Seeing beyond numbers**
- At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 3, 000 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

This role sits within LBC Tech, a subsidiary of Laurentian Bank.

**Responsibilities**:

- Triage escalations to ensure incidents are prioritized and remediated in the most effective manner and accountable for ensuring that infrastructure and platforms within LBC are supported in a timely and effective manner.
- Direct incident and problem resolution activities for critical technical interruptions and be responsible for ensuring resolution of all reported problems within established targets.
- Maintain constant communication with incident response teams and internal partners
- Accountable to present solutions to senior management for identified systemic issues.
- Change Management
- Maintain detailed Incident activity timelines for critical incidents and lead technical Root Cause Analysis to avoid repeat incidents
- Compose clear & concise communications for enterprise distribution while also distributing secondary business friendly communications for business partners.
- Timely escalation within LBC as well as within Vendor management structures
- Point of contact for support on new products and initiatives; accountable to ensure teams create and roll out a support model in line with the existing operations; work with Agile project teams to understand new & enhanced technologies and ensure that knowledge is effectively passed from development to support
- Provide on-call support 24/7 & 365 with rotating prime-shift (excluding vacation)

**Qualifications**:

- University Degree in business or a related field, with 2 to 5 years of related experience.
or College Diploma in business or a related field and 2 to 5 years of related experience.
- Experience with Financial Institution technology support
- Understanding of IT Major Incident, Problem and Change Management processes
- ITIL Foundations Certification
- Experience with Contact Centre Telecom Voice Technology & Infrastructure, Contact Centre OS based technologies and Cloud Technologies
- Experience with Windows 10 and MS 365
- Familiarity with 5S, Kaizen Principles, Six Sigma or other Continuous Improvement methodologies is an asset.
- Demonstrated ability in core and role specific competencies including customer service, teamwork, adaptability
- Bilingual (English/French) verbal and written communication skills are an asset.

**Equity, Diversity & Inclusion**

**Accessibility**
***
- Accommodations for persons with disabilities are available upon request for job applicants taking part in all aspects of the recruitment process.

**PIPEDA**
- We may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you.

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