Major Incident Manager

A career as an IT Major Incident Manager in the Operations, Infrastructure Delivery and IT Security Assets team at National Bank means acting as a leader for resolving major incidents that cause significant business impacts. It is through your experience in managing and coordinating technical bridges, detailed written communications and your IT knowledge that you have a positive impact for National Bank customers and employees.

**Your role**:

- Support and coordination of major incidents to ensure that they comply with the policies, procedures, standards and guidelines established by the process.
- Ensure the effectiveness of the incident management process and initiate corrective actions, when required.
- Coordinate the various stakeholders, including the technical teams, during the management of major incidents.
- Rigorously communicate the status and follow-up of major incidents to stakeholders and external parties
- Ensure the continuity and quality of post-incident activities and the analysis of the root causes of incident tickets, while ensuring an evolving documentation of the incidents tracked.
- Ensure a dynamic and professional relationship both with partners and subcontractors and with managers of other technological sectors of the Bank.
- Be comfortable with being available 24/7 (on rotation) to ensure full incident management coverage.

**Your team**:
Within the OLIAS sector, you are part of a team of 5 colleagues and you report to the major incident manager. Our team stands out for its expertise, professionalism, and the quality of our written and verbal communications.

We favor a variety of forms of continuous learning to enrich your development, including training content made available to you and working in collaboration with colleagues with diverse expertise and profiles.

**Prerequisites**:
Your profile and the skills we are looking for:

- **Leadership**:

- Exemplary communicator with the ability to create high quality verbal and written summaries that are complete, accurate and responsive to technology or business partners up to the executive level
- Highly motivated team spirit
- Ability to lead with integrity and remain calm in stressful situations while managing multiple demands and changing priorities
- **Crisis management**:

- Ability to quickly absorb and understand complex technical situations under pressure
- Ability to facilitate conversations with large groups of people and be a leader on technical calls with multiple support teams
- Ability to translate technical incidents into simple terms
- **Technical**:

- Troubleshooting skills within a support environment, including a strong sense of commitment and a willingness to resolve incidents
- Understanding and experience of technology used in a large infrastructure environment is required (Linux, network, servers, databases, web infrastructure, storage, cloud, cybersecurity)

**Other assets**:

- Previous experience in major incident management (3 years or more)
- Previous experience in Cyber Security incident management
- ITIL Foundation V4 certification, or a good command of ITIL practices
- Experience in operating IT services and/or coordinating IT changes
- Coaching experience
- Experience in risk mitigation
- Understanding of banking products, systems (Centrale, Web, AS400, RISC6000, etc.), financial markets and the regulatory aspect of banks (technological risks, COBIT, ITIL).

**Your benefits**

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

Health and wellness program, including many options

Flexible group insurance

Generous pension plan

Employee Share Ownership Plan

Employee and Family Assistance Program

Preferential banking services

Initiatives promoting community involvement

Telemedicine service

Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

We're putting people first:
We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives.

Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.

We want our recruitment process to be fully accessible. If you require accommodations, feel free to let us know during your first conversations with us.

Ready to live your ambitions?