Senior Major Incident Manager

RBC; Toronto; On-site; CAD 85,000 - 120,000; Full time

Job summary

RBC is seeking a Senior Major Incident Manager to oversee IT incident management across the organization. This leadership role will involve coordinating responses to major incidents, ensuring effective communication with stakeholders, and leveraging broad technical knowledge to facilitate operations. Candidates should possess robust IT service management skills and experience in high-pressure environments.

Benefits

Competitive compensation

Bonuses and flexible benefits

World-class training program

Flexible work/life balance options

Qualifications

• Extensive knowledge of Operating Systems (Windows/Unix/Linux).
• Strong Banking Domain knowledge.
• ITIL v4 Foundations certification required.

Responsibilities

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

Skills

Decision Making

IT Service Management (ITSM)

Customer Service

Interpersonal Relationships

Group Problem Solving

Education

University or College Degree in Computer Science or related field

Job description

Job Summary

Job Description

What is the opportunity?

The role for the Senior Major Incident Manager is to manage restoration of compromised IT systems working with RBC support teams and businesses. Directing Subject Matter Experts (SME) in triage, stabilization, thereby returning IT systems to a functional state until a permanent solution can be implemented.

What will you do?

The successful candidate is responsible for providing effective support across TI, T&O and U.S. RBC lines of business. They will have experience in remote operations and demonstrated ability to work in a high performing team, performtroubleshooting and incident response, communicate with Subject Matter Experts (SME) technicians and track incidents through to resolution. Providing stakeholder communications and executing the Enterprise Major Incident Management Process.

While responding to incidents, the Major Incident Manager must carefully track and document all issues and resolutions in detail. Provide clear communication to senior executives.

MIM maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.

Major incidents are managed like our P1 or P2 incidents with a few nuances and adjusted administration. When a P3E incident managed by a Major Incident Manager is complete the P3E Problem Management Process is started and executed by an assigned Major Incident Manager.

What do you need to succeed?

Must-have

Broad understanding of major elements of technology to facilitate discussions with business and enable effective communication with subject matter expert

• • Knowledge of Operating Systems (Windows/Unix/AIX/Linux)

  • Knowledge of Networking processes and methodologies

  • Knowledge of Mainframe, Tandem and iSeries Technologies

  • Knowledge of Cloud Environments

• ITIL v4: Foundations, Operational Support & Analysis

• Able to work effectively under pressure with multiple priorities. Ability to work in Standardized environment.

• Ability to work in shifts

• Excellent telephone etiquette and verbal communication skills when speaking to others which demonstrates an organized and serious atmosphere., clam under pressure and emotional intelligence

• Strong influence and negotiation skills is essential; Demonstrated leadership ability

• Ability to establish trust through building relationships and demonstration of capabilities.

• Previous communication experience with an emphasis on dispatching assignments and information. This involves clearly communicating critical information to subject matter experts in different areas of IT, while following established protocols and notifying management and stakeholders.

• Broad understanding of major elements of technology to facilitate discussions with business and enable effective communication with subject matter experts.

• Strong Banking Domain knowledge

• Ability to make independent decisions and adapt responsibility.

• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks with minimal supervision.

• Experience with documentation & control systems: SharePoint, Servicenow, Moogsoft, Dynatrace, SAP, etc.

• Knowledge and execution of Problem Management using SRE methodology and practices.

• Ability to work in shifts; Motivated self-starter with ability to be flexible.

Nice-to-have

• University or College Degree in Computer Science or a related field or Equivalent years of experience as an IT Analyst

• Cisco Certified Network Associate (CCNA) and/or Microsoft Certified Solutions Expert (MCSE)

• Strong ability to diagnose server or network alerts, events or issues.

• Experience with Disaster Recovery plans and related technologies.

• Server hardware experience with Cisco UCS, HP, and Dell blade systems

• Experience creating, editing 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 the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable

• Leaders who support your development through coaching and managing opportunities

• Ability to make a difference and lasting impact

• Work in a dynamic, collaborative, progressive, and high-performing team

• A world-class training program in financial services

• Flexible work/life balance options

• Opportunities to do challenging work.

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Job Skills

Customer Service, Decision Making, Group Problem Solving, Hardware Infrastructure, Interpersonal Relationships, IT Service Management (ITSM), 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:

2025-06-24

Application Deadline:

2025-07-22

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

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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