Senior Major Incident Manager

RBC; Vancouver; On-site; CAD 100,000 - 130,000; Full time

Job summary

A leading Canadian bank is seeking a Senior Major Incident Manager to oversee the restoration of compromised IT systems. The role requires effective collaboration with support teams, strong bank domain knowledge, and excellent communication skills. Candidates should possess a broad understanding of technologies and previous experience in major incident management. This position offers a comprehensive rewards program and opportunities for professional development.

Benefits

Comprehensive Total Rewards Program

Flexible work/life balance options

World-class training program in financial services

Qualifications

• Experience in remote operations and demonstrated ability to work in a high performing team.
• Excellent time management and organizational skills.
• Experience with documentation & control systems.

Responsibilities

• Manage restoration of compromised IT systems.
• Provide effective support across TI, T&O and U.S. RBC lines of business.
• Carefully track and document all issues and resolutions.

Skills

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

Knowledge of Networking processes and methodologies

Strong influence and negotiation skills

Excellent telephone etiquette and verbal communication skills

Ability to work in shifts

Broad understanding of major elements of technology

Strong Banking Domain knowledge

Education

University or College Degree in Computer Science or equivalent experience

Tools

SharePoint

Servicenow

Moogsoft

Dynatrace

SAP

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, perform troubleshooting 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, calm 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?

• 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.

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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