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One of our banking clients is looking for a Major Incident Manager – Experience at the BANK
Length: 5 months contract with the possibility of extension
Location: Canada – Remote – Eastern Time Zone
Hours of Work: 9 am – 5 pm (Monday to Friday)
Line of Business: TREO SOS Service Stability
Hours of Operation: Variable – some shift work
Possibility of Overtime: Yes – On-call work
Length: 5 months contract with the possibility of extension
Location: Canada – Remote – Eastern Time Zone
Hours of Work: 9 am – 5 pm (Monday to Friday)
Line of Business: TREO SOS Service Stability
Hours of Operation: Variable – some shift work
Possibility of Overtime: Yes – On-call work
SUMMARY OF ROLE:
Major Incident Manager leading major incident recoveries, facilitating recovery teams, communicating progress, tracking actions and status, and ensuring fastest possible service recovery for enterprise applications and systems.
ROLE MANDATE:
Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements.
CANDIDATE VALUE PROPOSITION:
This role allows the candidate to work in an established institution and with multiple groups within the bank, which will allow the candidate to build effective skills and confidence. The individual is exposed to other lines of business, as there are lots of opportunities for learning, growth, and development.
GROUP CULTURE:
This individual will be working in a collaborative and diverse team-oriented environment. MS Teams is available throughout the day for team members to communicate. Teams are very supportive of one another.
ROLE RESPONSIBILITIES (including but not limited to):
· Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident
· Provides immediate response to production program or system problems
· Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications
· Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides
· Provides technical expertise and oversight on the production floor, understanding the full process requirements (compliance, equipment, regulatory) in order to best understand and resolve production issues
· Manages complexity across business value, technology and interaction models
· Recommends and implements solutions based on analysis of issues and implications for the business
· Identifies emerging issues and trends to inform decision-making
· Conducts independent analysis and assessment to resolve strategic issues
· Establishes deep relationships at all levels within IT and business units, to effectively collaborate in business strategy
· Monitors and tracks performance, and addresses any issues
· Breaks down strategic problems, and analyses data and information to provide insights and recommendations
· Participates in both internal and external regulatory inspections
· Works with other operations personnel to develop and implement the counter-measures necessary to improve production and equipment reliability as well as the compliance posture of the team
· Provides end to end technology support including computer, applications, network and storage, and root-cause analysis etc
· Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables
· Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery
· Supports deployment activities, managing implementation issues to resolution
· Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution
· Monitors technical infrastructure, applications and/or business transactions through automated systems and instrumentation across the environment
· Provides inbound call assistance to end-users for application, technical, and IMACD needs leveraging the knowledge base and/or run books available
· Collaborates and engages with the appropriate areas across the bank
· Develops or helps to develop the knowledge assets required for the operation
· Promotes adherence to standards and industry best practices
· Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas
· Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology
· Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning
· Focus is primarily on business/group with
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in the bank; may have broader, enterprise-wide focus
· Provides specialized consulting, analytical and technical support
· Exercises judgment to identify, diagnose, and solve problems within given rules
· Works independently and regularly handles non-routine situations
· Broader work or accountabilities may be assigned as needed
· Provides specialized consulting, analytical and technical support
· Exercises judgment to identify, diagnose, and solve problems within given rules
· Works independently and regularly handles non-routine situations
· Broader work or accountabilities may be assigned as needed
MUST HAVE SKILLS:
· 5-10 years of work experience in ITor business environment and/or BS/BA or MBA/MS in computer science, engineering, information systems, math or business, but a MINIMUM of 1 year of MAJOR incident management experience in a large ENTERPRISE setting / environment
· Facilitation and clear communication is a must
· Ability to take a large group and facilitate complex environments / meetings to drive outcomes
· Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting
· Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience
· Technical and/or business functional knowledge of systems, tools, timing, and dependencies
· Deep knowledge and technical proficiency gained through extensive education and business experience
NICE TO HAVE SKILLS:
· Former FI / banking experience
SOFT SKILLS:
· Verbal & written communication skills
· Collaboration & team skills
· Analytical and problem solving skills
· Influence skills
· Data driven decision making
URGENT: Please read the job description above. If this interests you, apply to the job with your most updated resume, including your contact number and email address.
The recruiter in charge of this role is San Thangarajah.
If you do not think you are a match for this opportunity, but know someone who is, feel free to forward this job description to them and you will be eligible for a referral bonus upon a successful hire.
Please note that this is the most up to date version of job description available at this time – During Client Interview you will receive additional information – variance may apply!
Please note: Adherence to our end client’s vaccination policy is a requirement.
Please visit the TEAMRECRUITER website to review other CAREER OPPORTUNITIES!
