Major Incident Manager

RBC; Toronto; On-site; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Senior Major Incident Manager to oversee the restoration of IT systems during critical incidents. This role requires strong leadership and communication skills to coordinate with various teams and ensure efficient resolution. The ideal candidate will have a broad understanding of technology and experience in incident response. Join a collaborative team that values professional development and offers flexible work options. This is a fantastic opportunity to make a significant impact in a dynamic environment.

Benefits

Comprehensive rewards program

Professional development

World-class training

Flexible work options

Collaborative team environment

Qualifications

• Broad understanding of technology and ITIL v4 Foundations.
• Experience with incident dispatch and documentation.

Responsibilities

• Manage restoration of compromised IT systems efficiently.
• Track incidents and communicate with stakeholders.

Skills

Networking

Operating Systems (Windows/Unix/AIX/Linux)

Cloud environments

Excellent communication

Leadership ability

Incident response

Emotional intelligence

Education

Degree in Computer Science or related field

Tools

ServiceNow

SharePoint

Moogsoft

Dynatrace

SAP

Job description

Join to apply for the Major Incident Manager role at RBC.

What is the opportunity?

The Senior Major Incident Manager is responsible for managing the restoration of compromised IT systems by working with RBC support teams and business units. This involves directing Subject Matter Experts (SMEs) in triage and stabilization to return IT systems to a functional state until a permanent solution is implemented.

Job Summary

Job Description

What is the opportunity?

The Senior Major Incident Manager manages the restoration of compromised IT systems, coordinating with support teams and business units. They direct SMEs in triage and stabilization, ensuring systems are restored efficiently.

What will you do?

The successful candidate will support TI, T&O, and U.S. RBC lines of business, demonstrating experience in remote operations, troubleshooting, incident response, and stakeholder communication. They will track incidents, communicate with executives, and execute the Enterprise Major Incident Management Process. During incidents, they will document issues and resolutions, maintaining clear communication within the team and to external stakeholders. Major incidents are managed similarly to P1 or P2 incidents, with specific nuances, and after resolution, the P3E Problem Management Process is initiated.

What do you need to succeed?

Must-have:

• Broad understanding of technology, including Networking, Operating Systems (Windows/Unix/AIX/Linux), Mainframe, Tandem, iSeries, and Cloud environments.
• ITIL v4 Foundations, Operational Support & Analysis.
• Ability to work under pressure, in standardized environments, and in shifts.
• Excellent communication, emotional intelligence, and negotiation skills.
• Leadership ability and relationship-building skills.
• Experience with incident dispatch, documentation, and control systems like SharePoint, ServiceNow, Moogsoft, Dynatrace, SAP.
• Knowledge of Problem Management and SRE methodologies.

Nice-to-have:

• Degree in Computer Science or related field, or equivalent experience.
• Certifications like CCNA, MCSE, SRE Foundations.
• Experience with disaster recovery, hardware, SOP documentation, and IT standards.

What's in it for you?

We offer a comprehensive rewards program, professional development, impactful work, a collaborative team environment, world-class training, flexible work options, and challenging opportunities.

Additional Details

Location: RBC Centre, 155 Wellington St W, Toronto, Canada

Work hours: 37.5/week

Employment: Full-time, Salaried

Posted: 2025-05-02, Deadline: 2025-06-09

RBC is committed to diversity and inclusion, fostering a respectful workplace.