Incident Resolution Analyst

Croesus provides innovative, high-performance, and secure wealth management solutions that include portfolio management systems, portfolio rebalancing tools, and application programming interfaces (APIs). These solutions empower wealth management professionals to improve their productivity, enhance their client relationships, make informed decisions, and maximize the management of their assets under management.

Croesus’s mission is to provide a superior experience to its clients, users, partners, and employees and to positively impact the community. With more than 200 employees in its Montréal, Toronto, and Geneva offices, Croesus has won several industry awards for being a high-quality solution provider and an outstanding employer.

Reporting to the Team Leader, Customer Service Center, the incumbent is the first point of contact in the event of an incident and is responsible for tracking and prioritizing corrective actions resulting from related issues. He or she is also the owner of internal incident management and escalation processes.

• In the event of a major incident, act as an intermediary between all parties involved and the necessary technical resources, both within the IT organization and with customers, to ensure coordination of incident resolution and communication to stakeholders according to the frequency established with the customer and stakeholders.
• Before closing the incident management ticket, ensure that the ticket manager has performed an adequate root cause analysis, that the incident has been resolved, and that the appropriate processes have been followed.
• Identify incidents requiring post-incident reviews (“post-mortems”) and facilitate them, with a view to learning, without blame, to identify lessons to be learned and actions for improvement.
• Perform continuous analysis of incidents by correlating new ones with old ones to identify trends and thus detect recurring incident problems.
• As the person responsible for the incident issue management process, organize monthly meetings with the software engineering teams and POs involved in issue management. These meetings will be used to track the progress of fixes and coordinate their deployment into production.
• Monitor and communicate key performance indicators (KPIs) for service reliability (e.g., number of incidents, etc.).
• Assist with and stay informed of all applicable application/infrastructure changes that impact availability/risk.
• Ensure that all planned maintenance/shutdowns are managed appropriately.
• Be available on call, on a 24/7 rotation basis.
• Ensure that all incident management, communication, and escalation processes are clearly defined, monitored, reviewed, and enforced.
• Any other related tasks.

• College diploma (DEC) in a relevant field (administration, management, communications, etc.).
• Two to five years of experience in incident/problem management. A combination of education and experience may be considered.
• ITIL certification (an asset)

Technical and professional skills

• Ability to manage serious problems in high-pressure situations in a professional manner;
• Bilingualism (French and English);
• Strong customer service skills;
• Ability to establish lasting relationships with customers;
• Ability to simplify and summarize technical information;
• Experience working in multidisciplinary and collaborative environments;
• Team spirit and interpersonal skills;
• Thoroughness, attention to detail, and organizational skills;
• Excellent time management and prioritization skills;
• Ability to assess risk and make decisions;
• Analytical/problem-solving skills.
• Good knowledge of Croesus solutions and its environment;
• Ability to keep a cool head in high-pressure situations;
• Demonstrate a high degree of autonomy.

Pourquoi choisir Croesus ?

• Participer à des projets stimulants et innovants qui façonnent l'avenir de l'industrie.
• Travailler au sein d'une équipe dynamique et collaborative, où vos idées sont valorisées.
• Contribuer à une mission qui a un impact positif sur la vie des gens et la communauté.
• Bénéficier d'un environnement de travail exceptionnel, favorisant l'épanouissement professionnel et personnel.

et plus particulièrement :

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