Senior Incident, Problem & Change Specialist

Join a Challenger

At EQ, we're remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions.

We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.

What's kept us moving? The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward.

If you're driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity.

We can’t wait to get to know you!

One of our goals is to fail small and learn fast. The Incident and Problem Manager will focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient.

The Incident,Problem& Change Specialist is accountable for tracking,and managingtechnologyincidentsexperiencedwithin the bank, whiledrivingtherestorationof servicesatpace.

A key part of thisroleiseffectivecommunicationacrossall stakeholders and teams within the bank, in both verbal and written formwhile working under pressure at a fast pace.

The role is responsible for managing the processes, guidelines, standard sand tools related to Major and other high priority

Incidents. This encompasses performing Root Cause Analysis.

The role is responsible for managing the lifecycle of Problems, with the aim of preventing incidents from happening or reoccurring.

The Incident, Problem & Change Specialist will record and manage problems through to resolution by performing root cause analysis, coordinating third party analysis, and communicating with stakeholders.

They will ensure workaround and solution suitability will establish service level objectives, indicators and agreements (SLOs, SLIs and SLAs) for critical systems and channels, including championing automated monitoring and data aggregating to streamline reporting of metrics.

This role is also responsible for managing the lifecycle of Changes with the goal of ensuring appropriate due diligence and documentation exists to reduce risk and proactively have a rollback strategy to minimize impactifissues arise. As a gatekeeper for the Change process, this role ensures adherence to the Change Enablement standard, processes and Change Advisory Board (CAB) expectations.

Success in this role will be demonstrated by ensuringthatallmajorincidentsare dealt with effectively and with minimum disruption to live serviceandSLAs.

• Determine the severity of apotential major incident that has been raised by the business (per priority matrix)
• Drive successful and timely restorationservicesofmajorincidentswithin response and resolution time SLAs
• Establish and maintain timely communications with all stakeholders to ensure they are informed of service status with clear and comprehensive updates
• Manage stakeholder expectations and update people on progress or slippages
• Host both technical and managerial conference calls,and facilitate effective incident management throughout the incident lifecycle
• Spin-up command centres (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 centre 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 accurateandthoroughlydetailedrecords 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 timingat the time of incident an also asongoing 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…