Incident Coordinator

Scotiabank; Toronto; On-site; CAD 70,000 - 110,000; Full time

Benefits offered by this job

Diversity & Inclusion

Accessibility in workplace

Upskilling opportunities

Competitive rewards

Community engagement

Job summary

Scotiabank in Toronto is seeking an Incident Coordinator to lead and coordinate resolution of critical IT incidents (P2/P3). You will engage infrastructure, applications and vendor teams and ensure rapid recovery while communicating status to stakeholders.

The role requires 2-5 years in incident management, strong communication, and familiarity with ITSM processes and tools. You'll support Major Incident Officers and contribute to continuous improvement in a fast-paced enterprise environment.

Qualifications

• 2-5 years of Incident Management experience.
• Excellent verbal and written communication across all levels.
• Ability to communicate incident status in business language via email.
• Experience coordinating incidents in large enterprise IT environments.
• Familiarity with ITSM processes and tools, e.g., ServiceNow.
• ITIL certification is an asset.

Responsibilities

• Lead resolution of production incidents (P2/P3) across infra, apps and vendors.
• Coordinate with technical support teams and stakeholders.
• Provide timely incident communications to executives and managers.
• Support Incident Managers on technical bridges and deliverables.
• Identify opportunities for process improvement and data quality.

Skills

Incident management

Communication

Stakeholder communication

ITSM tools

ITIL knowledge

Education

ITIL certificate (asset)

Tools

ServiceNow

Job description

Requisition ID: 269256. Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Incident Coordinator will lead, and coordinate resolution of service impacting (P2 and P3) incidents related to IT infrastructure and application. The Incident Coordinator is accountable for engaging technical support teams and sending communications in a timely manner. They will also assist Major Incident Officers and Incident Managers on the technical bridges as needed.

Is this role right for you? In this role, you will:

• Executes the Incident Management process tasks in adherence with global and local requirements
• Managing resolution of production incidents (P2 and P3) by leading infrastructure, application and vendor teams and ensuring early recovery of the impacted service.
• Sending out timely communication to executives, service managers and key stakeholders throughout the lifecycle of incidents.
• Responsible for supporting the Incident Managers and Major Incident Officers on technical and impact bridges to execute the incident management deliverables.
• Identifying opportunities for continuous improvement by interacting with various organizations in IT, evaluating incident management and incident management data processes, identifying weakness and recommending improvement plans; identify and drive data quality improvements and opportunities for automation

Do you have the skills that will enable you to succeed in this role? We'd love to work with you if you have:

• 2-5 years of Incident Management experience
• Excellent communication (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential
• Ability to quickly and clearly communicate incident status via email in business-friendly language
• Experience of coordinating Incidents in complex IT environment in larger organization
• An understanding and experience of the technology used in a large enterprise is required
• Strong organizational skills and the ability to effectively manage multiple tasks simultaneously
• Capability of working in a complex and fast paced environment
• Confident professional and an ability to represent the team in meetings with Business and other IT groups
• Strong organization and presentation skill
• Client focus and ownership - displays initiative and a proactive approach to work
• Able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
• Able to maintain calm during stressful situations
• Able to translate technical incidents into business terms
• Experience with ITSM tools (ServiceNow, a plus) with strong understanding of service management principles it supports
• ITIL certificate in IT Service Management is an asset
• Global exposure working with diverse teams
• Ability to work and adapt in high pressure and past paced environment and maintain calm during stressful situations
• Able to develop an end state vision for the process

What's in it for you?

• Diversity, Equity, Inclusion & Allyship - We strive to create an inclusive culture where every employee is empowered to reach their fullest potential, respected for who they are, and are embraced through bias-free practices and inclusive values across Scotiabank. We embrace diversity and provide opportunities for all employee to learn, grow & participate through our various Employee Resource Groups (ERGs) that span across diverse gender identities, ethnicity, race, age, ability & veterans.
• Accessibility and Workplace Accommodations - We value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. Scotiabank continues to locate, remove and prevent barriers so that we can build a diverse and inclusive environment while meeting accessibility requirements.
• Upskilling through online courses, cross-functional development opportunities, and tuition assistance.
• Competitive Rewards program including bonus, flexible vacation, personal, sick days and benefits will start on day one.
• Community Engagement - no matter where you choose to work from; we offer opportunities for community engagement & belonging with our various programs such as hackathons, contests, cooking with friends, Humans of Digital and much more!

Location(s): Canada : Ontario : Toronto Scotiabank is a leading bank in the Americas. Guided by our purpose: "for every future", we help our customers, their families and their communities achieve success through a broad range of advice, products and services, including personal and commercial banking, wealth management and private banking, corporate and investment banking, and capital markets. At Scotiabank, we value the unique skills and experiences each individual brings to the Bank, and are committed to creating and maintaining an inclusive and accessible environment for everyone. If you require accommodation (including, but not limited to, an accessible interview site, alternate format documents, ASL Interpreter, or Assistive Technology) during the recruitment and selection process, please let our Recruitment team know. We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.