Senior Incident, Problem & Change Specialist

EQ Bank | Canada's Challenger Bank; Toronto; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive discretionary bonus

RRSP match program

Medical, dental, vision, life, and LTD

Employee Share Purchase Plan

Maternity/Parental top-up

Generous vacation policy

Career development program

Hybrid work model

Job summary

EQ Bank is seeking an Incident, Problem & Change Specialist to minimize production disruptions and drive resilience across critical banking services. You’ll manage major incidents, perform root cause analysis, coordinate vendor and internal teams, and communicate clearly with executives and staff under pressure.

You will collaborate on change enablement, CAB governance and ongoing service improvement, ensuring SLAs are met and systems remain reliable in a fast-paced FinTech environment.

Qualifications

• Bachelor's degree or higher in a technology, business or related field, or equivalent work experience.
• Experience managing major incidents, problems and changes with proactive communication to executives.
• Strong analytical, organizational and multi-tasking skills with ability to work under pressure.

Responsibilities

• Assess severity of major incidents and prioritize response.
• Coordinate restoration of services within SLAs and communicate status to stakeholders.
• Lead incident, problem and change lifecycle management with governance and CAB participation.
• Capture root cause analyses, drive corrective actions and ensure known errors are updated.
• Develop executive-level incident reporting and metrics for ongoing improvement.
• Maintain change management standards and documentation, including rollout plans and rollback strategies.

Skills

ITIL 4

Stakeholder comms

Root Cause Analysis

Incident & Change coordination

Analytical thinking

Education

University degree in business administration or technology-related field

Tools

ServiceNow

Confluence

Jira

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.

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. TheIncident and Problem Managerwill focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient.

TheIncident,Problem& Change Specialistis accountable fortracking,and managingtechnologyincidentsexperiencedwithin the bank, whiledrivingtherestorationof servicesatpace.A key part of thisroleiseffectivecommunicationacrossall stakeholders and teamswithin the bank, in both verbal and written formwhile working underpressure at a fast pace.

The role isresponsible for managing theprocesses, guidelines, standardsand tools related toMajor and other high priorityIncidents. This encompassesperforming Root Cause Analysis.

The role isresponsible for managing the lifecycle ofProblems, with the aim of preventing incidents from happeningor reoccurring.TheIncident, Problem & Change Specialistwill record and manage problems through to resolution by performing root cause analysis, coordinating third party analysis, and communicating with stakeholders.They willensure workaround and solution suitabilitywill establishservice level objectives, indicators and agreements (SLOs, SLIs and SLAs)for critical systems and channels, includingchampioning automated monitoring and data aggregating to streamline reporting of metrics.

This role is also responsible for managing the lifecycle of Changeswith the goal of ensuring appropriate due diligence and documentationexists to reduce risk and proactively have a rollback strategy to minimize impactifissues 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 ensuringthatallmajorincidentsare dealt with effectively and with minimum disruption to live serviceandSLAs.

The Core Responsibilities!

• Determinethe severity of apotential majorincident that has been raised by the business (perpriority matrix)
• Drivesuccessful and timely restorationservicesofmajorincidentswithin response and resolution time SLAs
• Establish and maintain timely communications with all stakeholders to ensure they are informed of service statuswith clear and comprehensive updates
• Manage stakeholder expectations and update people on progress or slippages
• Host both technical and managerialconference calls,and facilitate effective incident management throughout the incident lifecycle
• Spin-up command centres (virtual/physical) as needed based on priority of incidents, including call-tree escalations to Level 2 / 3 experts as needed
• Own the creation and distribution of succinct communications on command centre progress and activities, for both front-line technical staff and executive leaders
• Co-ordinate / facilitate escalationsthrough internal and supplier teams as needed to heighten visibility and engagement
• Maintain accurateandthoroughlydetailedrecords ofincidents
• Accountable for gathering required information from business and technology to enable effective Root Cause Analysis
• Produce and maintain Executive level reporting of incidents, including number of customers impacted and restoration timingat the time of incident an also asongoing reporting on a cadence
• Minimize and mitigatebusiness-impacting incidents through controlled problem identification and responsive / proactive service improvement plans
• Identifythe underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround
• Ensure thatafter a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated
• Undertake areviewof theresolution of a Problem to preventreoccurrenceand learn any lessons for the future
• Draw appropriate attention towards aging and inactive problems
• Verify ifthe Problems marked as closed have beenfully resolved
• Provide extended and off-hour support as needed to manage command centres and communications
• Manageprocesses to ensure on-call team schedules, systematic call-trees,and distribution listsare accurate andup to date
• Develop, monitor and maintain change management standards and procedures based on effectiveness
• Ensure that all changes are properly documented, reviewed, and approved
• Manage the change schedule and ensure that changes are implemented in a timely and efficient manner
• Work with stakeholders to identify potential risks and develop mitigation strategies
• Ensure that all changes are properly tested and validated before implementation
• Facilitate change advisory board (CAB) meetings
• Ensure that all changes are properly communicated to stakeholders and end-users
• Review and update SOPs, policies and business processes to improve performance

Let's Talk About You!

• University degreein business administration or a technology-related field required, or equivalent work experience
• Incident,Problem& ChangemanagementwithMajor IncidentResponse experience preferable
• 3years of experience with technical incident resolution or product defect resolution
• Strongwritten and verbal communication, with an ability to articulate issuessimply,concisely, accurately and clearlyfor both technical working level teams and executives
• An ability to work efficiently, effectively andcollaboratively
• Knowledge of ITIL 4 practices
• Analytical mind capable of managing numerous information sources and providingmeaningfuldata analysis reports to senior management
• Organized, structured, logical thinking and detail oriented analytic skills
• Multi-tasking – can manage several concurrentinitiativeswith paceand prioritise demandswhilst maintaining composure
• Experience with tracking incidents,problemsandchanges includingproviding dashboard views ofgood performance & gaps overtime
• Strong knowledge ofServiceNow, Confluence and Jirais required
• Strong attention to detail, keen problem-solving skills, with experience performingimpact and root cause analyses, recommending solutions, and supportingresolution efforts
• Ability to approach problems logically and with good judgment to ensure theappropriate outcome
• Capacity to adapt to and manage change in a fast-paced, dynamic environment
• Personal maturity, personable, credible, professional presence
• Coordinative authority, Calm under pressure
• Ability to work professionally with other teams and individuals to get things done quickly

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