Incident Manager, Scotiabank
Incident Manager, Scotiabank
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Job Description
Requisition ID: 233819
Join a purpose driven winning team committed to results in an inclusive and high-performing culture.
Incident Manager will lead and coordinate resolution of service impacting incidents related IT infrastructure and application. The Incident manager is accountable for restoring normal service operation as quickly as possible and to minimize the impact on business operations for infrastructure and application related incidents thus ensuring that the best possible levels of service quality and availability are maintained. Incident manager will chair the incident bridges and will collaborate with resolver groups vendor partners to quickly resolve and prevent incidents.
Is this role right for you
Executes the Incident Management process tasks in adherence with global and local requirements
Managing resolution of major production incidents by leading infrastructure application and vendor teams and ensuring early recovery of the impacted service.
Sending out timely executive communication to executives service managers and key stakeholders throughout the lifecycle of incidents.
Responsible for acting as an escalation point to expedite incident resolution
Undertake and drive post incident reviews with the focus on identifying root cause process and (or) operational improvements
Advising and consulting with other IT teams on processes relating to Incident Management Problem Management and Change Management
Working with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements)
Identifying opportunities for continuous improvement by interacting with various organizations in IT evaluating incident management and incident management data processes identifying weakness and recommending improvement plans; identify and drive data quality improvements and opportunities for automation
Do you have the skills that will enable you to succeed in this role
Minimum of 3-5 years of Incident Management experience
Excellent communication (both verbal and written). The ability to communicate confidently and clearly on conference calls in meetings via email etc. at all levels of the organization is essential
Ability to quickly and clearly communicate incident status via email in business-friendly language
Experience of managing Incidents in complex IT environment in larger organization (Cloud On-Premise)
An understanding and experience of the technology used in a large enterprise is required (i.e. one or more of: Unix / Linux Windows storage networking databases IT security web infrastructure application support Cloud computing)
Demonstrated ability to think strategically weigh risks and apply sound judgment to incident resolution
Strong organizational skills and the ability to effectively manage multiple tasks simultaneously
Capability of working in a complex and fast paced environment
Confident professional and an ability to represent the team in meetings with Business and other IT groups
Strong organization and presentation skill
Client focus and ownership - displays initiative and a proactive approach to work
Able to facilitate conversations with large groups of remote people
Able to set priorities pursue multiple threads at the same time accurately reflect current state and drive towards desired state
Able to maintain calm during stressful situations
Able to translate technical incidents into business terms
Experience with ITSM tools (ServiceNow a plus) with strong understanding of service management principles it supports
ITIL V3 Certificate in IT Service Management
Global exposure working with teams
Ability to work and adapt in high pressure and past paced environment and maintain calm during stressful situations
Able to develop an end state vision for the process
Whats in it for you
Diversity Equity Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential respected for who they are and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities ethnicity race age ability & veterans.
Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
Upskilling through online courses cross-functional development opportunities and tuition assistance.
Competitive Rewards program including bonus flexible vacation personal sick days and benefits will start on day one.
Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons contests cooking with friends Humans of Digital and much more!
Location(s): Canada : Ontario : Toronto
Scotiabank is a leading bank in the Americas. Guided by our purpose: for every future we help our customers their families and their communities achieve success through a broad range of advice products and services including personal and commercial banking wealth management and private banking corporate and investment banking and capital markets.
At Scotiabank we value the unique skills and experiences each individual brings to the Bank and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including but not limited to an accessible interview site alternate format documents ASL Interpreter or Assistive Technology) during the recruitment and selection process please let our Recruitment team know. If you require technical assistance please click here. Candidates must apply directly online to be considered for this role. We thank all applicants for their interest in a career at Scotiabank; however only those candidates who are selected for an interview will be contacted.
Required Experience:
Manager
Employment Type
Full Time
