Incident Manager

3 months ago

Vancouver, Canada Vancity Community Investment Bank Full time

**A typical day would involve**:

- **Respond to major incidents, assessing priority based on definition and SLAs with technical teams.**:

- **Lead conference calls to coordinate resolution efforts during major incidents with internal and external stakeholders. Communicate major incident updates to internal stakeholders. Generate and maintain major incident reports (number, response time, MTTR, etc.)**:

- **Improve and maintain communication channels between Service Desk and the Command Centre and between different priority level stakeholders. Lead monthly reporting to ITS Senior Leadership Team and business units including on uptime, SLA, and volume of incidents.**:

- **Iterate and improve incident management processes, including studying past Post Incident Reviews to look for enhancements and lead training sessions. Conduct regular incident exercises with past scenarios and hypothetical scenarios.**:

- **Complete high-quality documentation of work to contribute to the Vancity knowledgebase and review CEN matrix. Effectively use Vancity’s chosen project ITSM tool (ServiceNow). Work within the**:

- **boundaries of existing Vancity processes (such as change management). Improve upon the internal ‘Customer Satisfaction Score’ as defined by Vancity IT.**:

- **Be available to support major incidents outside of business hours and participate in the on-call schedule to ensure Vancity retains support 24/7/365.**

**You have**:

- Bachelor's degree in technology, or similar discipline (or advanced knowledge gained through proven hands-on experience).
- **3+ years’ experience on ITSM tools such as ServiceNow Incident/Problem Management Modules.**:

- **5+ years working in IT Technology environments.**:

- **3+ years’ experience with service delivery, incident management and problem management.**:

- **ITIL certification.**:

- **In depth knowledge & understanding of systems design principles & methodologies.**:

- **Knowledge in Datacenter and Network Technologies.**:

- **Knowledge of Virtualization, Systems, and Cloud Technologies.**:

- **Knowledge of Banking Software.**:

- **Knowledge of monitoring and alerting systems (for example: Splunk, Grafana, Data Dog, or others).**:

- **Knowledge of building and delivering reports to Business and Leadership groups.**

**You are**:

- **An Analytical Problem solver** - You are able to identify and separate out the key components of problems and situations. You analyze and interpret information from a range of sources to spot patterns and trends in information and to deduce cause and effect from this. You can generate a range of creative solutions, evaluate them and choose the most appropriate option.**:

- **A strong communicator** - You are able to communicate information and ideas clearly and articulately both in oral and written form. You have the ability to convey information clearly and succinctly to various audiences, including technical teams, management, Senior Leadership, and non-technical stakeholders.**:

- **A natural collaborator** - You like working with others and consider it an important element of success.**:

- **Multitasker**:

- You are adaptable with constant changes and see yourself as a constant learner.**

**Salary Level: Band 8**

**Posting Deadline: Posted until Filled**

**We offer**:

- We are the largest private-sector Living Wage Employer in Canada and have been consistently recognized as one of the Top Employers in Canada.
- Our permanent employees qualify for attractive benefit packages that can be customized and changed each year to meet their evolving needs.
- New employees receive between three to four weeks of vacation allowance per calendar year, and the number of vacation days grows — to a maximum of six weeks per year — as their length of service increases. In addition, full-time, permanent staff may be able to purchase extra days of vacation through our flexible benefits package.
- In addition to the 10 statutory holidays in British Columbia, Vancity provides an additional three statutory holidays. We offer care days for periods of short-term personal illness or emergency family illness, plus opportunities to take unpaid leave for a variety of reasons.
- Our health care & dental benefits offer three levels of health care and dental coverage for you to select from. These benefits will also be effective immediately based on your hire date.
- We understand that retirement means different things to different people and at Vancity we will offer you a Defined pension plan that pays you a retirement income for life.

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