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).
  • 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.

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 & 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.

What We're Looking For:

  • An 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

  • Incident Resolution Specialist

    1 week ago

    Vancouver, British Columbia, Canada Vancity Full time

    Incident Management Role OverviewThis position is responsible for leading the incident management process, ensuring timely and effective resolution of major incidents impacting Vancity's services. The ideal candidate will have a strong background in IT service management, excellent communication skills, and the ability to work collaboratively with technical...

  • Incident Resolution Specialist

    4 weeks ago

    Vancouver, British Columbia, Canada Vancity Full time

    Job Title: Incident ManagerAbout 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...

  • Incident Resolution Specialist

    4 weeks ago

    Vancouver, British Columbia, Canada Vancity Full time

    Job Title: Incident ManagerAbout 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...

  • Incident Resolution Specialist

    3 weeks ago

    Vancouver, British Columbia, Canada Vancity Full time

    Job Title: Incident ManagerAt Vancity, we are seeking a highly skilled Incident Manager to join our team. As an Incident Manager, you will be responsible for leading the response to major incidents, assessing priority based on definition and SLAs with technical teams, and communicating major incident updates to internal stakeholders.Key...

  • Incident Resolution Specialist

    3 weeks ago

    Vancouver, British Columbia, Canada Vancity Full time

    Job Title: Incident ManagerAt Vancity, we are seeking a highly skilled Incident Manager to join our team. As an Incident Manager, you will be responsible for leading the response to major incidents, assessing priority based on definition and SLAs with technical teams, and communicating major incident updates to internal stakeholders.Key...

  • Incident Resolution Specialist

    2 weeks ago

    Vancouver, British Columbia, Canada Vancity Full time

    Key Responsibilities:Manage and resolve complex technical incidents in a timely and efficient manner.Collaborate with cross-functional teams to identify and implement process improvements.Develop and maintain effective communication channels with stakeholders.Conduct regular post-incident reviews to identify areas for improvement.Ensure compliance with...

  • Incident Management Specialist

    3 weeks ago

    Vancouver, British Columbia, Canada Peoples Trust Full time

    About Peoples TrustPeoples 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 CultureWe value trust, creativity, and a willingness to adapt. Our people are our greatest asset, and we prioritize building...

  • Incident Management Specialist

    3 weeks ago

    Vancouver, British Columbia, Canada Peoples Trust Full time

    About Peoples TrustPeoples 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 CultureWe value trust, creativity, and a willingness to adapt. Our people are our greatest asset, and we prioritize building...

  • Incident Management Specialist

    1 month ago

    Vancouver, British Columbia, Canada Peoples Trust Full time

    About Peoples TrustPeoples 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 CultureWe value trust, creativity, and a willingness to take calculated risks. Our people are our greatest asset, and we...

  • Incident Management Specialist

    1 month ago

    Vancouver, British Columbia, Canada Peoples Trust Full time

    About Peoples TrustPeoples 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 CultureWe value trust, creativity, and a willingness to take calculated risks. Our people are our greatest asset, and we...

  • Incident Management Specialist

    2 weeks ago

    Vancouver, British Columbia, Canada Vancity Full time

    Incident Management Role OverviewThis position is responsible for managing and resolving IT incidents in a timely and efficient manner. The ideal candidate will have a strong understanding of IT service management principles and be able to work effectively with technical teams to resolve complex issues.Key ResponsibilitiesRespond to and resolve IT incidents...

  • Incident Management Specialist

    2 weeks ago

    Vancouver, British Columbia, Canada Peoples Trust Full time

    About Peoples GroupPeoples Group is a boutique financial institution with a strong presence in the Canadian marketplace, boasting over 35 years of experience. Our mission is to deliver exceptional customer service, backed by extensive product knowledge and expertise.Our CultureAt Peoples Group, our values are built on trust, creativity, and a willingness to...

  • Principal Consultant Incident Manager, L3

    2 weeks ago

    Vancouver, British Columbia, Canada Genpact Full time

    Genpact is a global professional services and solutions firm delivering outcomes that shape the future. Our people are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises...

  • Cybersecurity Incident Response Specialist

    2 months ago

    Vancouver, British Columbia, Canada Autodesk Full time

    Job SummaryThe Cybersecurity Incident Response Specialist will be responsible for monitoring, identifying, assessing, containing, and responding to various information security events in a large and complex environment. This role will analyze, triage, and report on these incidents and investigations for Autodesk.Key ResponsibilitiesMonitor and analyze...

  • Incident Response Coordinator

    1 month ago

    Vancouver, British Columbia, Canada CyberClan Full time

    CyberClan Incident Response Coordinator Job DescriptionCyberClan is seeking a highly skilled Incident Response Coordinator to join our team. As an Incident Response Coordinator, you will be responsible for orchestrating a proactive and efficient response to security incidents, safeguarding the organization's assets, reputation, and operations to minimize...

  • Incident Response Coordinator

    1 month ago

    Vancouver, British Columbia, Canada CyberClan Full time

    CyberClan Incident Response Coordinator Job DescriptionCyberClan is seeking a highly skilled Incident Response Coordinator to join our team. As an Incident Response Coordinator, you will be responsible for orchestrating a proactive and efficient response to security incidents, safeguarding the organization's assets, reputation, and operations to minimize...

  • Cybersecurity Incident Response Specialist

    1 month ago

    Vancouver, British Columbia, Canada CyberClan Full time

    CyberClan Job DescriptionCyberClan is a leading cybersecurity company established in 2006, with a team of experts dedicated to solving complex cyber security challenges. We specialize in providing Incident Response services to clients in the insurance, legal, and commercial sectors.Job Title: Incident Response CoordinatorSummary/Objective:Develop and...

  • Cybersecurity Incident Response Specialist

    1 month ago

    Vancouver, British Columbia, Canada CyberClan Full time

    CyberClan Job DescriptionCyberClan is a leading cybersecurity company established in 2006, with a team of experts dedicated to solving complex cyber security challenges. We specialize in providing Incident Response services to clients in the insurance, legal, and commercial sectors.Job Title: Incident Response CoordinatorSummary/Objective:Develop and...

  • Major Incident Manager

    2 weeks ago

    Vancouver, British Columbia, Canada NTT DATA Full time

    Job Title: Major Incident ManagerJob Summary:We are seeking a skilled Major Incident Manager to oversee and facilitate ITIL-based service support and technical account management. The successful candidate will be responsible for managing and overseeing service delivery processes, including incident management, problem management, and resource...

  • Cybersecurity Incident Response Specialist

    2 months ago

    Vancouver, British Columbia, Canada Autodesk Full time

    Job SummaryThe Security Incident Response Engineer is a critical member of our team, responsible for monitoring, identifying, assessing, containing, and responding to various information security events in a large and complex environment. This role requires a strong understanding of system security design, network/cloud security best practices, and in-depth...