Senior Incident, Problem & Specialist

Position: 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!
The Work  One of our goals is to fail small and learn fast. The Senior Incident, Problem & Change Specialist 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 managing technology incidents experienced within the bank, while driving the restoration of services at pace. A key part of this role is effective communication across all stakeholders and teams within the bank, in both verbal and written form while working under pressure at a fast pace.
The role is responsible for managing the processes, guidelines, standards and 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 impact if issues 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 ensuring that all major incidents are dealt with effectively and with minimum disruption to live service and SLAs.
What we offer [For full-time permanent roles]   Competitive discretionary bonus
Market leading RRSP match program
Medical, dental, vision, life, and disability benefits
Employee Share Purchase Plan
Maternity/Parental top-up while you care for your little one
Generous vacation policy and personal days
Virtual events to connect with your fellow colleagues
Professional development and comprehensive Career Development program
A fulfilling opportunity to join one of the top Fin Techs and help create a new kind of banking experience
The incumbent will be working hybrid and in office time will be spent working from EQ Bank’s additional office space located at 2200-25 Ontario Street, Toronto, ON.
Equity, Diversity & Inclusion  EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported. We believe our organization is stronger - and our people thrive - when we honour and celebrate diverse experiences, identities, and perspectives. We’re equally committed to supporting your growth, both professionally…