Senior Incident, Problem & Change Specialist

EQ Bank; Toronto; Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive discretionary bonus

Market leading RRSP match program

Medical, dental, vision, life, and-dis

Disability benefits

Job summary

EQ Bank in Toronto, Ontario is seeking an Incident, Problem & Change Specialist to minimize production incidents and help the organization learn quickly to become more resilient. You will track, manage and communicate about technology incidents across the bank, balancing speed with accuracy under pressure.

The role covers managing major incidents, root cause analysis, coordinating third parties, and governing changes so that SLAs and SLOs are met.

Qualifications

• Experience in incident and problem management in financial services or tech fields.
• Experience with change management and CAB processes.
• Strong communication skills under pressure.

Responsibilities

• Minimise the impact of production incidents and improve resiliency.
• Track, manage and communicate about incidents and problems across stakeholders.
• Oversee lifecycle of changes with due diligence and rollback planning.
• Develop and monitor SLAs, SLOs and metrics with automated monitoring.

Skills

Root Cause Analysis

Job description

Join a Challenger

At EQ, we're remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions.

Join a Challenger

At EQ, we're remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions.

We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.

What's kept us moving?

The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward.

If you're driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity.

We can't wait to get to know you!

The Work

One of our goals is to fail small and learn fast. The Incident and Problem Manager will focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient.

The Incident, Problem & Change Specialist is accountable for tracking, and managing technology incidents experienced within the bank, while driving the restoration of services at pace. A key part of this role is effective communication across all stakeholders and teams within the bank, in both verbal and written form while working under pressure at a fast pace.

The role is responsible for managing the processes, guidelines, standards and tools related to Major and other high priority Incidents. This encompasses performing Root Cause Analysis.

The role is responsible for managing the lifecycle of Problems, with the aim of preventing incidents from happening or reoccurring. The Incident, Problem & Change Specialist will record and manage problems through to resolution by performing root cause analysis, coordinating third party analysis, and communicating with stakeholders. They will ensure workaround and solution suitability will establish service level objectives, indicators and agreements (SLOs, SLIs and SLAs) for critical systems and channels, including championing automated monitoring and data aggregating to streamline reporting of metrics.

This role is also responsible for managing the lifecycle of Changes with the goal of ensuring appropriate due diligence and documentation exists to reduce risk and proactively have a rollback strategy to minimize impact if issues arise. As a gatekeeper for the Change process, this role ensures adherence to the Change Enablement standard, processes and Change Advisory Board (CAB) expectations.

Success in this role will be demonstrated by ensuring that all major incidents are dealt with effectively and with minimum disruption to live service and SLAs.

What we offer [For full-time permanent roles]

• Competitive discretionary bonus
• Market leading RRSP match program
• Medical, dental, vision, life, and disability benefits
• Employee Share Purchase Plan
• Maternity/Parental top-up while you care for your little one
• Generous vacation policy and personal days
• Virtual events to connect with your fellow colleagues
• Professional development and comprehensive Career Development program
• A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from EQ Bank's additional office space located at 2200-25 Ontario Street, Toronto, ON.

Equity, Diversity & Inclusion

EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported. We believe our organization is stronger — and our people thrive — when we honour and celebrate diverse experiences, identities, and perspectives. We're equally committed to supporting your growth, both professionally and personally.

We provide a barrier‑free recruitment process and work environment. If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.

As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application, an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.

EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country's seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada's Challenger Bank™. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.

To learn more, visit eqb.investorroom.com and eqbank.ca.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.