Major Incident Manager

RBC; Toronto; Hybrid; CAD 70,000 - 110,000; Full time

Job summary

An established industry player seeks a Senior Major Incident Manager to lead the restoration of IT systems during critical incidents. This role involves directing expert teams, ensuring effective communication, and managing incidents with precision. The ideal candidate will thrive in a fast-paced environment, demonstrating strong leadership and problem-solving skills. Join a collaborative team that values professional growth and offers a dynamic work environment, where your contributions will have a lasting impact on the organization and its clients.

Benefits

Comprehensive rewards including bonuses

Leadership support for development

Flexible work/life balance options

World-class training in financial services

Qualifications

• Experience in remote operations and incident response.
• Ability to work under pressure with multiple priorities.
• Strong influence and negotiation skills.

Responsibilities

• Manage restoration of IT systems and communicate with stakeholders.
• Track and document issues and resolutions during incidents.
• Execute the Enterprise Major Incident Management Process.

Skills

Networking processes and methodologies

Operating Systems (Windows/Unix/AIX/Linux)

Mainframe, Tandem, and iSeries Technologies

Cloud Environments

ITIL v4 Foundations

Incident Management

Decision-making skills

Excellent communication skills

Time management and organizational skills

Strong banking domain knowledge

Education

University or college degree in Computer Science

Equivalent IT analyst experience

Tools

SharePoint

ServiceNow

Moogsoft

Dynatrace

SAP

Job description

Job Summary

Job Description

What is the opportunity?

The role of the Senior Major Incident Manager is to manage the restoration of compromised IT systems by working with RBC support teams and businesses. This involves directing Subject Matter Experts (SMEs) in triage and stabilization processes to return IT systems to a functional state until a permanent solution can be implemented.

What will you do?

The successful candidate will provide effective support across TI, T&O, and U.S. RBC lines of business. Responsibilities include experience in remote operations, troubleshooting, incident response, communicating with SMEs and technicians, and tracking incidents through to resolution. The role also involves providing stakeholder communications and executing the Enterprise Major Incident Management Process.

During incident responses, the Major Incident Manager must meticulously track and document all issues and resolutions, and communicate clearly with senior executives. Maintaining ongoing communication within the team and externally is crucial to keep all stakeholders informed about relevant issues and steps taken. Major incidents are managed similarly to P1 or P2 incidents, with some nuances. Upon completion of a P3E incident, the Problem Management Process is initiated and managed by an assigned Major Incident Manager.

What do you need to succeed?

Must-have

• Broad understanding of key technology elements to facilitate discussions with the business and SMEs, including:
• Networking processes and methodologies
• Operating Systems (Windows/Unix/AIX/Linux)
• Mainframe, Tandem, and iSeries Technologies
• Cloud Environments
• ITIL v4 Foundations, Operational Support & Analysis
• Ability to work effectively under pressure with multiple priorities in a standardized environment
• Willingness to work in shifts
• Excellent telephone etiquette and verbal communication skills, demonstrating organization, composure under pressure, and emotional intelligence
• Strong influence and negotiation skills, with demonstrated leadership ability
• Ability to build trust through relationships and demonstrate capabilities
• Experience in communicating critical information to IT SMEs and following established protocols
• Strong banking domain knowledge
• Decision-making skills and adaptability
• Excellent time management and organizational skills, with the ability to handle multiple tasks independently
• Experience with documentation and control systems like SharePoint, ServiceNow, Moogsoft, Dynatrace, SAP
• Knowledge and application of Problem Management using SRE methodologies
• Flexibility to work shifts; motivated self-starter

Nice-to-have

• University or college degree in Computer Science or related field, or equivalent IT analyst experience
• Cisco CCNA and/or Microsoft MCSE certifications
• Strong diagnostic skills for server or network alerts
• Experience with Disaster Recovery plans and technologies
• Hardware experience with Cisco UCS, HP, Dell blade systems
• Experience creating and documenting Standard Operating Procedures (SOPs)
• Knowledge of Lean Six Sigma
• SRE Foundations Certificate
• Knowledge of IT standards, methodologies, SOX, and audit requirements

WHAT'S IN FOR YOU?

We thrive on challenges, growth, and collaboration to deliver trusted advice, helping clients thrive and communities prosper. We value each other, support professional growth, and aim to make a positive impact.

• Comprehensive rewards including bonuses, benefits, competitive pay, commissions, and stock options
• Leadership support for your development through coaching and opportunities
• Opportunity to make a meaningful and lasting impact
• Work in a dynamic, collaborative, and high-performing team
• World-class training in financial services
• Flexible work/life balance options
• Challenging and rewarding work experiences

#LI-POST
#LI-Hybrid
#TECHPJ

Job Skills

Business Continuity and Disaster Recovery (BCDR), Decision Making, Group Problem Solving, Hardware Infrastructure, Interpersonal Relationships, ITIL Fundamentals, Incident Management, ITIL Practices, IT Systems Management, Long Term Planning, Service Request Management

Additional Job Details

Address: RBC Centre, 155 Wellington St W, Toronto

City: Toronto

Country: Canada

Work hours/week: 37.5

Employment Type: Full-time

Platform: Technology and Operations

Job Type: Regular

Pay Type: Salaried

Posted Date: 2025-05-02

Application Deadline: 2025-06-09

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace with diverse perspectives is key to our growth. We support an environment where employees feel valued, collaborate effectively, innovate, and grow professionally, reflecting our purpose and creating value for clients and communities. RBC is committed to policies and programs fostering respect, belonging, and opportunity for all.

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