Incident Manager, IT & IS

Job title:

Incident Manager, IT & IS

Company

First National

Job description

First National is proud to be an equal opportunity employer and is committed to diversity and inclusion regardless of race, color, religion, national origin, age, gender identity, physical or mental disability, sexual orientation and any other category protected by law.First National supports requests for accommodation from applicants with disabilities; please contact Human Resources at should you need an accommodation at any point in the recruitment process.We are hiring an Incident/Problem ManagerReporting To:Senior Manager, IT & ISFull-Time/Part- Time:Full-timePosting Date:December 30, 2024Closing Date:January 13, 2025Hours of Work:8:30 a.m. – 5:00 p.m.Grade:Office Location:14.4Toronto, ONGreat location! Steps away from the main public transit stationWhat we offer:Highly competitive compensation package which includes, base salary, bonus, benefits, and career advancement opportunities!*Eligibility for benefits is dependent on the terms of employmentThe OpportunityReporting to the Senior Manager, IT & IS, the Incident/Problem Manager will be a detail- oriented and experienced Incident Manager looking to join a dynamic team. We understand the critical importance of minimizing business disruptions. That is why we need and Incident Manager who is equally committed to swiftly resolving incidents while minimizing the impact.You will be responsible for a variety of tasks, including:

• Managing critical/high impact incidents affecting FN technology systems and environments, and act as Major Incident Coordinator for all Major Incidents – Planning and coordinating all activities required to perform, monitor, and report on the incident.
• Providing direction to team members and appropriate communications to customers and stakeholders.
• Proactively manage major incidents to minimize customer impact and meet SLA’s.
• Formulating a response: Formulating a response to work toward resolving the issue and reducing the risk of it happening again in the future.
• Demonstrate ability to drive clear and consistent messages to peers, subordinates and senior management via strong communication and interpersonal skills.
• Prepare status communication reports, assures timeline compliance, assesses risks, and recommends solutions.
• Root cause Analysis – Identifying and reviewing incidents: Identifying, initiating, scheduling, and conducting postmortem incident reviews.
• Must be great at working with and leading people.
• Continually seek out improvement opportunities.

How you will contribute:

• Innovation – always looking for continuous improvement, to drive down the # of incidents and to ensure we are driving towards permanent solutions
• Implementing solutions- Implementing solutions to prevent future issues
• Analytical Thinking and Problem Solving- Identifying the underlying causes of incidents to prevent them from happening again
• Communication- Will be communicating internally and to our third parties (BMO, MBBS. TD, ETC)
• Leadership -Individual contributor with no direct reports but will provide support on coaching/training to resources on the processes.
• Decision Making- may have to make decisions on incidents as will be responsible for coordinating with IT teams to resolve issues
• Autonomy-will manage critical/high impact incidents affecting FN technology systems and environments, and act as Major Incident Coordinator for all Major Incidents – Planning and coordinating all activities required to perform, monitor, and report on the incident. `
• Service Delivery- we have SLA’s that we need to adhere to when incidents are reported by third party (BMO, MBBS. TD, ETC) and will introducing internally as well moving forward.

The experience you need:

• Industry Experience: Minimum of 5+ years of proven experience leading major incident,
• Educational Requirements: Bachelor’s degree, or technical training or equivalent combination of education and experience
• Licensing and/or Professional Accreditation Requirements – ITIL V3 MINIMUM
• Language Requirements: English
• Technical Requirements: should understand IT infrastructure, software systems, monitoring tools, and automation. Experience using an ITSM based ticketing system.
• Other Experience/Requirements: Manage Incidents 24X7 and ensure minimal disruption to the service. Experience in change management desired.

Relationships:

• External Customers: Third Party (BMO, MBBS. TD, ETC) dependent on as and when Critical/High Incidents arise.
• Internal Customers: for any issued that are affecting our user base and causing performance degradation or outages to our systems.

Working Environment and Physical Demands Analysis:

• Office environment
• Periods of high volume with tight timelines
• Long periods of stationary position/sitting
• Prolonged periods of repetitive movement (i.e. using a keyboard and mouse)
• Long periods of time in viewing a computer screen
• Multi-tasking may include speaking to customers on a telephone call while looking up information on a computer program.

Why join First National?

• Competitive Compensation
• Comprehensive benefits program (i.e., Health Spending Account, Maternity and Parental Leave Top Up)
• Hybrid working environment
• Extensive training programs to set our employees up for success
• Modern office environment conducive to collaboration
• Supportive teamwork culture
• Opportunities to give back to the communities and work through events focused on a variety of charities
• Ongoing social events throughout the year

The team you’ll join:Founded in 1988, First National is one of Canada’s largest non-bank lenders. We provide residential mortgages exclusively through the mortgage broker channel and we are Canada’s largest commercial mortgage lender.First National has been consistently recognized as a great place to work and we are proud that our employee engagement feedback is higher than our industry partners.We would like to thank all applications for their interest in this existing vacancy but only candidates selected for an interview will be contacted.#FNLOON

Expected salary

Location

Toronto, ON

Job date

Wed, 01 Jan 2025 04:33:40 GMT

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