Incident Management Specialist
3 weeks ago
About Peoples Trust
Peoples Trust is a boutique financial institution with a strong presence in the Canadian marketplace. Our mission is to deliver exceptional customer service, backed by extensive product knowledge and experience.
Our Culture
We value trust, creativity, and a willingness to adapt. Our people are our greatest asset, and we prioritize building strong relationships and focusing on strengths. We execute with passion and prioritize risk-based practices and procedures to remain risk intelligent and compliant.
About the Role
We are seeking a highly skilled Incident Management Specialist to join our team. As an Incident Management Specialist, you will be responsible for overseeing the incident management process and team members involved in resolving incidents. You will respond to reported service incidents, identify the cause, and initiate the incident management process. You will prioritize incidents according to their urgency and influence on the business.
Key Responsibilities
- Oversee the incident management process and team members involved in resolving incidents.
- Respond to reported service incidents, identify the cause, and initiate the incident management process.
- Prioritize incidents according to their urgency and influence on the business.
- Produce documents outlining incident protocols, such as how to handle cybersecurity threats or correct server failures.
- Collaborate with the incident management team to ensure all protocols are diligently followed.
- Log all incidents and their resolution to identify recurring malfunctions.
- Adjust the incident management process as required to ensure its effectiveness.
- Communicate with upper management if major issues are found in the IT system.
- Manage incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
- Collaborate with management to gather and analyze operational information.
- Track implementation progress and report back to management.
- Review changes prior to the change advisory board for completeness.
- Contact change requestors or implementors for additional change information.
- Review and update change management processes as needed.
Requirements
- 4+ years of experience in a relevant role.
- Bachelor's degree in business administration, human resources, or a related field or qualified experience.
- Thorough knowledge of and experience in incident management and change management principles and methodology (ITIL).
- Proficiency in business management, statistics, analytics, and spreadsheet software such as ServiceNow ITSM.
- Ability to influence others and achieve common goals.
- At least three years' experience working in IT service management or a similar role.
- Excellent managerial skills and ability to collaborate with team members.
- Ability to analyze a high volume of technical data and work in a fast-paced environment.
Compensation
Peoples Trust offers a competitive annual salary plus a discretionary profit share opportunity. Salary for this position will vary between $105,000 and $115,000 per year, depending on the knowledge, skills, abilities, and experience of the chosen candidate. As part of our recruiting process, shortlisted candidates will be asked their salary expectations for this position.
How to Apply
Help us get to know you better by answering our application questions. Your participation is expected as an essential part of our selection process.
Equal Employment Opportunity
Peoples Trust is an Equal Employment Opportunity employer. Please accept our utmost appreciation for your interest; however, only those applicants under consideration will be contacted.
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