Incident​/Problem Management Specialist

11/29/2026

VIRTUAL(R)59 - REMOTE/TELETRAVAIL - ON - BMO

Technology

The Canadian Digital Banking Incident & Problem Specialist is a technical subject matter generalist and a procedural subject matter expert with the Service Delivery team supporting both internal and customer-facing IT services. The Specialist will leverage a depth of Incident Management experience to ensure rapid detection and triage of incidents facilitating service recovery, and to promote resiliency through timely and thorough Problem Management.

The Specialist will have excellent written and verbal COMMUNICATION skills and be comfortable presenting sensitive information to a broad audience of business and technical executives.

• Provide critical leadership in the remediation of incidents affecting the Canadian Digital Banking space.
• Actively participate as a stakeholder in Major enterprise incidents.
• Provide timely and insightful incident updates to a large audience of business and technical partners.
• Manage assigned incidents and problems using Service Now and following ITIL principles.
• Lead periodic problem review sessions and incident post-mortems.
• Drive improvements to organizational resiliency using data analytics to identify incident trends and themes.
• Prepare and enhance availability and stability metrics reporting and dashboarding using Service Now, PowerBI and Co-Pilot.
• Participate in periodic CABs to challenge upcoming changes and ensure awareness of potential issues or outages.
• Prepare and enhance team knowledge base documents using Sharepoint and Confluence.
• Leverage industry expertise and data-based insights to improve the whole lifecycle of services from inception and design through to deployment, operation and refinement.

• Undergraduate degree in Computer Science or a related technical field, or equivalent practical experience.
• Experience with operating systems and/or networking (TCP/IP, routing, network topologies and hardware, etc).
• Experience analyzing and troubleshooting large-scale distributed systems.
• ITIL-aligned systematic problem-solving approach, coupled with effective communication skills and a sense of ownership and accountability.

• Extensive investigative and diagnostic skills.
• Familiar with AI prompt generation and iterative analytics.
• Advanced technical skills and is able to learn and apply new skills quickly.
• Solid relationship management, communication, and coaching skills.
• Solid facilitation, conflict management, and negotiation skills.
• Skilled at decision making in stressful conditions.

Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements. Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident.

Provides immediate response to production program or system problems. Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications. Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides.

• Provides technical expertise and oversight on the production floor, understanding the full process requirements (compliance, equipment, regulatory) in order to best understand and resolve production issues.
• Manages complexity across business value, technology and interaction models.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Identifies emerging issues and trends to inform decision-making.
• Conducts independent analysis and assessment to resolve strategic issues.
• Establishes deep relationships at all levels within IT and business units, to effectively collaborate in business strategy.
• Monitors and tracks performance, and addresses any issues.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Participates in both internal and external regulatory inspections.
• Works with other operations personnel to develop and implement the counter-measures necessary to improve production and equipment…