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 Core Responsibilities!

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Determine the severity of a potential major incident that has been raised by the business (per priority matrix)

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Drive successful and timely restoration services of major incidents within response and resolution time SLAs

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Establish and maintain timely communications with all stakeholders to ensure they are informed of service status with clear and comprehensive updates

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Manage stakeholder expectations and update people on progress or slippages

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Host both technical and managerial conference calls, and facilitate effective incident management throughout the incident lifecycle

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Spin-up command centres (virtual/physical) as needed based on priority of incidents, including call-tree escalations to Level 2 / 3 experts as needed

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Own the creation and distribution of succinct communications on command centre progress and activities, for both front-line technical staff and executive leaders

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Co-ordinate / facilitate escalations through internal and supplier teams as needed to heighten visibility and engagement

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Maintain accurate and thoroughly detailed records of incidents

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Accountable for gathering required information from business and technology to enable effective Root Cause Analysis

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Produce and maintain Executive level reporting of incidents, including number of customers impacted and restoration timing at the time of incident an also as ongoing reporting on a cadence

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Minimize and mitigate business-impacting incidents through controlled problem identification and responsive / proactive service improvement plans

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Identify the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround

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Ensure that after a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated

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Undertake a review of the resolution of a Problem to prevent reoccurrence and learn any lessons for the future

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Draw appropriate attention towards aging and inactive problems

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Verify if the Problems marked as closed have been fully resolved

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Provide extended and off-hour support as needed to manage command centres and communications

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Manage processes to ensure on-call team schedules, systematic call-trees, and distribution lists are accurate and up to date

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Develop, monitor and maintain change management standards and procedures based on effectiveness

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Ensure that all changes are properly documented, reviewed, and approved

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Manage the change schedule and ensure that changes are implemented in a timely and efficient manner

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Work with stakeholders to identify potential risks and develop mitigation strategies

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Ensure that all changes are properly tested and validated before implementation

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Facilitate change advisory board (CAB) meetings

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Ensure that all changes are properly communicated to stakeholders and end-users

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Review and update SOPs, policies and business processes to improve performance

Let's Talk About You!

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University degree in business administration or a technology-related field required, or equivalent work experience

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Incident, Problem & Change management with Major Incident Response experience preferable

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3 years of experience with technical incident resolution or product defect resolution

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Strong written and verbal communication, with an ability to articulate issues simply, concisely, accurately and clearly for both technical working level teams and executives

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An ability to work efficiently, effectively and collaboratively

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Knowledge of ITIL 4 practices

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Analytical mind capable of managing numerous information sources and providing meaningful data analysis reports to senior management

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Organized, structured, logical thinking and detail oriented analytic skills

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Multi-tasking – can manage several concurrent initiatives with pace and prioritise demands whilst maintaining composure

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Experience with tracking incidents, problems and changes including providing dashboard views of good performance & gaps over time

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Strong knowledge of ServiceNow, Confluence and Jira is required

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Strong attention to detail, keen problem-solving skills, with experience performing impact and root cause analyses, recommending solutions, and supporting resolution efforts

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Ability to approach problems logically and with good judgment to ensure the appropriate outcome

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Capacity to adapt to and manage change in a fast-paced, dynamic environment

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Personal maturity, personable, credible, professional presence

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Coordinative authority, Calm under pressure

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Ability to work professionally with other teams and individuals to get things done quickly