Manager, Production Support - Toronto, Canada - EQ Bank | Equitable Bank

EQ Bank | Equitable Bank

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Join a Challenger
Being a traditional bank just isn't our thing.

We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what's possible in banking.

Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you're not afraid of taking on big challenges and redefining the future, you belong with us. You'll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing) family.

Overall we serve more than 370,000 people across Canada through Equitable Bank, Canada's Challenger Bank, and have been around for more than 50 years.

Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than 5 million members.

Together we have over $100 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives.

Our EQ Bank platform ) has been named the top Schedule I Bank in Canada on the Forbes World's Best Banks 2023, 2022, and 2021 lists.

Purpose of Job

One of our goals is to fail small and learn fast.

The role will focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient.

The Manager, Incident is accountable for tracking and managing the restoration and communication of incidents with pace.

The role is responsible for managing the processes, guidelines and tools related to Major and other high priority Incidents, performing Root Cause Analysis, and proactively enhancing related tools and processes for monitoring and alerting.

The role is also responsible for managing the lifecycle of Problems, with the aim of preventing incidents from happening or reoccurring.

The Incident and Problem Manager will establish service level objectives, indicators and agreements (SLOs, SLIs and SLAs) for critical systems and channels, including championing automated monitoring and data aggregating to streamline reporting of metrics.

Main Activities:

Provide guidance and support for the Incident Management team during critical or major incidents, in a 24x7 environment, where strong leadership is crucial to driving a fast and successful resolution. Act as point of escalation for major incidents.
Initiate a Service Excellence (continuous improvement) program that focuses on identifying and reducing technology irritants for our customers and business partners
Ensure successful and timely restoration services of major incidents
Establish and maintain timely communications with all stakeholders to ensure they are informed of service status
Manage stakeholder expectations and update people on progress or slippages
Host both technical and managerial conference calls, and facilitate effective incident management throughout the incident lifecycle
Spinup command centres (virtual/physical) as needed based on priority of incidents, including calltree escalations to Level 2 / 3 experts as needed
Own the creation and distribution of succinct communications on command centre progress and activities, for both frontline technical staff and executive leaders
Coordinate / facilitate escalations through internal and supplier teams as needed to heighten visibility and engagement
Maintain accurate records of incidents
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 timing
Minimize and mitigate businessimpacting incidents through controlled problem identification and responsive / proactive service improvement plans
Identify the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround
Ensure that after a successful Problem solution the Problem Record contains a full historical description, and that related Known Error Records are updated
Undertake a review of the resolution of a Problem to prevent reoccurrence and learn any lessons for the future
Verify if the Problems marked as closed have been fully resolved
Provide extended and offhour support as needed to manage command centres and communications
Manage processes to ensure oncall team schedules, systematic calltrees, and distribution lists are accurate and up to date

Knowledge/Skill Requirements:

University degree in business administration or a technologyrelated field required, or equivalent work experience
Incident and Problem management, Major Incident Response experience preferable, Project Management, Business Process management
10+ years' experience working in Technology, developing, administering