Technical Incident Management Specialist
1 week ago
We are seeking an experienced Technical Incident Management Specialist to join our team at Equitable Bank, Canada's Challenger Bank. This role requires a strong understanding of technical incident resolution and problem management principles.
About the RoleThe successful candidate will be responsible for managing the lifecycle of incidents, including root cause analysis, communication with stakeholders, and restoration of services. They will also be accountable for tracking and managing technology incidents within the bank, driving the restoration of services at pace, and ensuring effective communication across all stakeholders and teams.
This role is ideal for a detail-oriented individual with excellent analytical skills, who can manage numerous information sources and provide meaningful data analysis reports to senior management. The successful candidate will have experience working in a fast-paced environment and be able to adapt quickly to changing priorities.
Responsibilities- Determine the severity of potential major incidents and drive successful and timely restoration of services within response and resolution time SLAs.
- Establish and maintain timely communications with stakeholders to ensure they are informed of service status with clear and comprehensive updates.
- Host technical and managerial conference calls to facilitate effective incident management throughout the incident lifecycle.
- Spin-up command centers as needed based on priority of incidents, including call-tree escalations to Level 2/3 experts.
- Own the creation and distribution of succinct communications on command center progress and activities for front-line technical staff and executive leaders.
- University degree in business administration or a technology-related field required, or equivalent work experience.
- Incident, Problem & Change management with Major Incident Response experience preferable.
- 3 years of experience with technical incident resolution or product defect resolution.
- Strong written and verbal communication skills, with ability to articulate issues simply, concisely, accurately, and clearly for technical working level teams and executives.
- Knowledge of ITIL 4 practices and experience with ServiceNow, Confluence, and Jira.
We offer a competitive salary range of $90,000 - $120,000 per year, depending on experience, plus a market-leading RRSP match program and discretionary bonus opportunities.
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