IT Problem & Incident Coordinator
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
We are banking at another level.
Choosing BDC as your employer means working in a healthy inclusive and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently to fuel the success of Canadian entrepreneurs.
Choosing BDC as your employer also means:
Flexible and competitive benefits including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions a Defined Benefit Pension Plan a $750 wellness and health care spending account to name a few
In addition to paid vacation each year five personal days sick days as necessary and our offices are closed from December 25 to January 1
A hybrid work model that truly balances work and personal life
Opportunities for learning training and development and much more...
Explore the BDC Way in our Culture Book
POSITION OVERVIEW
We are looking for an experienced IT Problem & Incident Coordinator to play a critical role in ensuring the stability reliability and continuous improvement of our IT services. This role is responsible for leading Problem Management activities and acts as a central coordination point across IT teams service owners and business stakeholders to improve service stability reduce recurrence of issues and ensure adherence to ITSM processes. The candidate will also be involved in Incident Management particularly for the coordination major incidents.
The ideal candidate is calm under pressure highly analytical and experienced in coordinating technical teams during highseverity incidents.
CHALLENGES TO BE MET
Lead the Problem Management process to identify root causes and prevent recurring incidents
Conduct root cause analyses and facilitate postincident reviews in collaboration with the major incident owner
Coordinate multidisciplinary working sessions while collaborate with various teams to ensure effective problem analysis to determine the root causes of problems.
Drive permanent fixes in collaboration with technical teams and service owners
Support and coordinate Major Incidents ensuring timely resolution and clear communication
Track trends KPIs and known errors to improve service reliability
Produce clear operational and executivelevel reporting
Define and maintain ITILaligned Incident & Problem processes.
WHAT WE ARE LOOKING FOR
Bachelors degree in information technology with 10 years of experience in IT operations Problem and Incident Management. A combination of education and experience could be considered.
Strong knowledge of ITIL practices (Incident Problem Change)
Certification in one of the root causes analysis methods (Kepner Tregoe Kaizen Ishikawa diagram fishbone diagram rational method RPR Rapid Problem Resolution diagram.)
Experience managing major incidents in complex environments
Handson experience with ITSM tools (ServiceNow preferred)
Excellent communication (written and spoken) facilitation and analytical skills
Ability to stay calm and structured under pressure
Able to work evenings and weekends as needed.
Contribute to process maturity across Problem Incident and Change Management practices.
Coach and influence technical teams to adopt a proactive problemfocused mindset.
Nice to Have
IT operation experience in the Banking sector
ITIL certification
Experience in large enterprise or regulated environments
Proudly one of Canadas Top 100 Employers and one of Canadas Best Diversity Employers we are committed to fostering a diverse equitable inclusive and accessible environment where all employees can thrive and feel empowered to bring their whole selves to work. If you require an accommodation to complete your application please do not hesitate to contact us at .
While we appreciate all applications we advise that only the candidates selected to participate in the recruitment process will be contacted.
Required Experience:
IC
Key Skills
- Computer Hardware
- IT Experience
- Mac Os
- Avaya
- Mobile Devices
- Windows
- Help Desk
- IT Support
- Order Fulfillment
- Project Coordination
- Google Suite
- Troubleshooting
About Company
We are BDC, the Business Development Bank of Canada and the financial institution devoted to Canadian entrepreneurs. We help create and develop strong Canadian businesses through financing, advisory services and capital, with a focus on small and medium-sized enterprises.
