Digital Incident Resolution Lead
6 days ago
The EQ Bank | Equitable Bank is looking for a seasoned professional to fill the role of Digital Incident Resolution Lead. This position comes with a competitive salary of $90,000-$120,000 per annum. The ideal candidate should have 3 years of experience in technical incident resolution or product defect resolution and be well-versed in ITIL 4 practices. They will be responsible for managing technology incidents experienced within the bank, driving restoration of services at pace, and ensuring effective communication across all stakeholders.
Key Responsibilities:
- Assess the severity of potential major incidents raised by the business and prioritize accordingly.
- Restore services efficiently within response and resolution time SLAs.
- Establish timely communications with stakeholders regarding service status.
- Host conference calls and facilitate incident management throughout the lifecycle.
- Maintain detailed records of incidents and gather information for Root Cause Analysis.
About You:
- You hold a university degree in business administration or a technology-related field.
- You possess strong written and verbal communication skills.
- You are analytical, organized, and capable of multi-tasking.
- You have experience with tracking incidents, problems, and changes using ServiceNow, Confluence, and Jira.
What We Offer:
We offer a market-leading RRSP match program and a competitive discretionary bonus.
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