Major Incident Manager - Montréal, Canada - National Bank of Canada

National Bank of Canada

Verified Company

Montréal, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Primary Locations:

Montreal, Quebec**:

Attendance:

Hybrid**:

Employee Status:

Regular**:

Schedule:

Full-time**:

Do you want to be part of a great team in an environment of collaboration and complicity to coordinate major IT incidents?
Are you a team player, recognized for your leadership and in addition your main strength is to mobilize and coordinate IT experts in crisis situations?
Are you looking for a proactive role in managing urgent incidents before they have major impacts?

We want to get to know you

What will you be doing:
Support and coordination of major incidents to ensure that they comply with the policies, procedures, standards, and guidelines established by the process.
Ensure the efficiency of the incident management process and initiate corrective actions, when required.
Coordinate the various stakeholders including the technical teams during the management of major incidents.
Rigorously communicate the status and followups of major incidents to internal and external stakeholders.
Ensure the continuity and quality of postincident activities and the analysis of the root causes of incident tickets.
Ensure a dynamic and professional relationship both with partners and subcontractors and with managers of other technological sectors of the Bank.
Define, strengthen, and optimize communications processes.
Act as a "coach" with less experienced colleagues, if required.
Ensure a permanent watch on major incidents. (24/7/365 on rotation).
Ensure an evolving documentation of the incidents being monitored.
Ensure the governance of incidents so that they are properly documented with rigor and diligence.

Your profile and the skills we are looking for:

Leadership:

Exemplary communicator with the ability to create high quality verbal and written summaries that are comprehensive, accurate and adaptive to technology or business partners down to executive level
Highly motivated team player
Ability to lead with integrity and remain calm during stressful situations while managing multiple requests and changing priorities
Attention to detail when completing any documentation during and after an incident
Obtain the skills needed in decision making

Crisis management:

Ability to absorb and quickly understand complex technical situations under pressure
Ability to facilitate conversations with large groups of people and be a leader on technical calls with multiple support teams
Ability to translate technical incidents into simple terms
Enthusiasm to learn new technologies, make new contacts and influence proper IT practices
Excellent organizational skills, with the ability to manage multiple tasks simultaneously while managing priorities

Technical attributes:

Troubleshooting skills within a support environment, including a strong sense of willingness and eagerness to resolve incidents.
Understanding and experience of the technology used in a large infrastructure environment is required (Linux, network, servers, databases, web infrastructure, storage, cloud, cybersecurity, etc.).

Other strengths:

Prior experience in major incident management required (3 years or more)
ITIL Foundation V4 certification, or a clear understanding of its practices
Experience in operating IT services and/or coordinating IT changes
Coaching experience
Experience in risk mitigation
Understanding of banking products, systems (Central, Web, AS400, RISC6000, etc.), financial markets and the regulatory aspect of banks (technological risks, COBIT).
Bilingualism (English and French) required, as you will frequently interact with service providers or partners who speak a language other than French

In addition to competitive compensation, upon hiring you'll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

Health and wellness program, including many options
Flexible group insurance
Generous pension plan
Employee Share Ownership Plan
Employee and Family Assistance Program
Preferential banking services
Initiatives promoting community involvement
Telemedicine service
Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees' ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives.

Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.

We want our recruitment process to be fully accessible. If