Senior Incident, Problem & Change Specialist
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Job Summary
Join a Challenger
At EQ were 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.
Weve been at this since 1970 challenging the conventions of traditional banking with smarter faster and more connected financial experiences.
Whats 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 youre driven to help reshape how banking works for Canadians and the businesses that power our economy this could be your next big opportunity.
We cant wait to get to know you!
One of our goals is to fail small and learn fast. TheIncident and Problem Managerwill focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient.
TheIncidentProblem& Change Specialistis accountable fortrackingand managingtechnologyincidentsexperiencedwithin the bank whiledrivingtherestorationof servicesatpace.A key part of thisroleiseffectivecommunicationacrossall stakeholders and teamswithin the bank in both verbal and written formwhile working underpressure at a fast pace.
The role isresponsible for managing theprocesses guidelines standardsand tools related toMajor and other high priorityIncidents. This encompassesperforming Root Cause Analysis.
The role isresponsible for managing the lifecycle ofProblems with the aim of preventing incidents from happeningor Problem & Change Specialistwill record and manage problems through to resolution by performing root cause analysis coordinating third party analysis and communicating with willensure workaround and solution suitabilitywill establishservice level objectives indicators and agreements (SLOs SLIs and SLAs)for critical systems and channels includingchampioning automated monitoring and data aggregating to streamline reporting of metrics.
This role is also responsible for managing the lifecycle of Changeswith the goal of ensuring appropriate due diligence and documentationexists 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.
Determinethe severity of apotential majorincident that has been raised by the business (perpriority matrix)
Drivesuccessful and timely restorationservicesofmajorincidentswithin response and resolution time SLAs
Establish and maintain timely communications with all stakeholders to ensure they are informed of service statuswith clear and comprehensive updates
Manage stakeholder expectations and update people on progress or slippages
Host both technical and managerialconference callsand 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 escalationsthrough internal and supplier teams as needed to heighten visibility and engagement
Maintain accurateandthoroughlydetailedrecords ofincidents
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 mitigatebusiness-impacting incidents through controlled problem identification and responsive / proactive service improvement plans
Identifythe underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround
Ensure thatafter a successful Problem solution - the Problem Record contains a full historical description and that related Known Error Records are updated
Undertake areviewof theresolution of a Problem to preventreoccurrenceand learn any lessons for the future
Draw appropriate attention towards aging and inactive problems
Verify ifthe Problems marked as closed have beenfully resolved
Provide extended and off-hour support as needed to manage command centres and communications
Manageprocesses to ensure on-call team schedules systematic call-treesand distribution listsare accurate andup to date
Develop monitor and maintain change management standards and procedures based on effectiveness
Ensure that all changes are properly documented reviewed and approved
Manage the change schedule and ensure that changes are implemented in a timely and efficient manner
Work with stakeholders to identify potential risks and develop mitigation strategies
Ensure that all changes are properly tested and validated before implementation
Facilitate change advisory board (CAB) meetings
Ensure that all changes are properly communicated to stakeholders and end-users
Review and update SOPs policies and business processes to improve performance
University degreein business administration or a technology-related field required or equivalent work experience
IncidentProblem& ChangemanagementwithMajor IncidentResponse experience preferable
3years of experience with technical incident resolution or product defect resolution
Strongwritten and verbal communication with an ability to articulate issuessimplyconcisely accurately and clearlyfor both technical working level teams and executives
Anabilityto work efficiently effectively andcollaboratively
Knowledge of ITIL 4 practices
Analytical mind capable of managing numerous information sources and providingmeaningfuldata analysis reports to senior management
Organized structured logical thinking and detail oriented analytic skills
Multi-tasking can manage several concurrentinitiativeswith paceand prioritise demandswhilst maintaining composure
Experience with tracking incidentsproblemsandchanges includingproviding dashboard views ofgood performance & gaps overtime
Strong knowledge ofServiceNow Confluence and Jirais required
Strong attention to detail keen problem-solving skills with experience performingimpact and root cause analyses recommending solutions and supportingresolution efforts
Ability to approach problems logically and with good judgment to ensure theappropriate outcome
Capacity to adapt to and manage change in a fast-paced dynamic environment
Personal maturity personable credible professional presence
Coordinative authority Calm under pressure
Ability to work professionally with other teams and individuals to get things done quickly
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. Were equally committed to supporting your growth both professionally and personally.
We provide a barrierfree recruitment process and work environment. If you require accommodations at any stage we will work with you to ensure you can bring your best self to the process and beyond.
As part of our recruitment process EQ uses AI to help screen assess and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.
EQB Inc. (TSX: EQB) is the parent company of Equitable Bank the countrys seventh-largest Schedule I bank by assets which operates EQ Bank Canadas Challenger Bank. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.
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Required Experience:
Senior IC
About Company
At Equitable Bank, we specialize in providing branchless financial services that meet the unique needs of all Canadians. Our range of mortgages, savings accounts and investment options are designed to offer the right solutions to match any unique circumstance.
