Critical Incident Response Specialist

7 days ago

Toronto, Ontario, Canada EQ Bank | Equitable Bank Full time
Join a Pioneering Bank

At EQ Bank | Equitable Bank, we're not just banking – we're innovating the experience. With over 50 years of history and a customer base exceeding 670,000 across Canada, we're driving change in Canadian banking to enrich people's lives.

We're looking for a talented Critical Incident Response Specialist to join our team. As a key member of our IT department, you'll be responsible for minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient.

The Role:
Our ideal candidate will focus on effective communication across all stakeholders and teams within the bank, in both verbal and written form, working under pressure at a fast pace. You'll be accountable for tracking, managing technology incidents experienced within the bank, while driving the restoration of services at pace.

This encompasses performing Root Cause Analysis, managing processes, guidelines, standards, and tools related to Major and other high-priority Incidents. The role is also responsible for managing the lifecycle of Problems, with the aim of preventing incidents from happening or reoccurring. This includes recording and managing problems through to resolution by performing root cause analysis, coordinating third-party analysis, and communicating with stakeholders.

You'll ensure that all major incidents are dealt with effectively and with minimum disruption to live service and SLAs. Your expertise will be crucial in establishing and maintaining timely communications with all stakeholders to ensure they're informed of service status with clear and comprehensive updates.

The Core Responsibilities:
  • Determine the severity of a potential major incident that has been raised by the business (per priority matrix).
  • Drive successful and timely restoration services of major incidents within response and resolution time SLAs.
  • Establish and maintain timely communications with all stakeholders to ensure they're informed of service status with clear and comprehensive updates.
  • Host both technical and managerial conference calls, and facilitate effective incident management throughout the incident lifecycle.
  • Spin-up command centers (virtual/physical) as needed based on priority of incidents, including call-tree escalations to Level 2 / 3 experts as needed.
  • Own the creation and distribution of succinct communications on command center progress and activities, for both front-line technical staff and executive leaders.
  • Co-ordinate / facilitate escalations through internal and supplier teams as needed to heighten visibility and engagement.
  • Maintain accurate and thoroughly detailed records of incidents.
  • Accountable for gathering required information from business and technology to enable effective Root Cause Analysis.
  • Produce and maintain Executive level reporting of incidents, including number of customers impacted and restoration timing at the time of incident, also as ongoing reporting on a cadence.
  • Minimize and mitigate business-impacting incidents through controlled problem identification and responsive / proactive service improvement plans.
  • Identify the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround.
About You

University degree in business administration or a technology-related field is required, or equivalent work experience. Incident, Problem & Change management with Major Incident Response experience is preferable. Three years of experience with technical incident resolution or product defect resolution is essential. Strong written and verbal communication skills are necessary, along with an ability to articulate issues simply, concisely, accurately, and clearly for both technical working-level teams and executives.

A strong knowledge of ServiceNow, Confluence, and Jira is required. You should possess analytical mind capable of managing numerous information sources and providing meaningful data analysis reports to senior management. Organized, structured, logical thinking, and detail-oriented analytic skills are also necessary. Experience with tracking incidents, problems, and changes, including providing dashboard views of good performance and gaps over time, is desired.

Competitive salary: $120,000 - $180,000 per annum depending on location

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