Incident Resolution Specialist

4 weeks ago

Vancouver, British Columbia, Canada Vancity Full time
Job Title: Incident Manager

About the Role:

We are seeking an experienced Incident Manager to join our team at Vancity. As an Incident Manager, you will be responsible for leading the response to major incidents, coordinating resolution efforts, and improving incident management processes.

Key Responsibilities:

  • 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 and generate and maintain major incident reports.
  • 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.
  • 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).

Requirements:

  • 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 and understanding of systems design principles and 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.

About You:

  • Analytical Problem solver – You are able to identify and separate out the key components of problems and situations.
  • A strong communicator – You are able to communicate information and ideas clearly and articulately both in oral and written form.
  • A natural collaborator – You like working with others and consider it an important element of success.
  • A multitasker – You are adaptable with constant changes and see yourself as a constant learner.

We value lived experience, so if you are interested in this role, we encourage you to apply even if you feel your skills don't perfectly align with those listed.

Salary Level: Band 8

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