Incident Coordinator

Scotiabank; Toronto; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Diversity and Inclusion initiatives

Tuition assistance

Flexible vacation and benefits from day one

Job summary

A leading financial institution in Toronto is seeking an Incident Coordinator to manage and resolve service-impacting incidents within IT infrastructure. The ideal candidate will have 2-5 years of incident management experience, excellent written and verbal communication abilities, and experience coordinating incidents in a complex IT environment. This role involves collaborating with technical support teams and sending timely updates to stakeholders. The company emphasizes diversity, inclusion, and employee development with competitive benefits starting on day one.

Qualifications

• 2‑5 years of Incident Management experience.
• Ability to communicate confidently at all levels.
• Experience in a complex IT environment.

Responsibilities

• Lead and coordinate resolution of incidents.
• Manage production incident resolution with teams.
• Send timely communications to stakeholders.

Skills

Incident Management experience

Communication skills

Organizational skills

ITSM tools experience

Client focus

Tools

ServiceNow

Job description

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Requisition ID: 257652

Join a purpose driven winning team, committed to results, in an inclusive and high‑performing culture.

Role Overview

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.

In this role, you will:

• Execute 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 a complex IT environment in a 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

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 employees 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

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.