Senior Incident and Problem Manager

OVERVIEW

The Senior Incident and Problem Manager plays a crucial role in service delivery management, focusing on proactive Problem Management activities to identify, analyze, and address the root causes of recurring issues within Capital Markets Technology and Operations. This position emphasizes governance and oversight for Incident, Problem, and Change Management processes, ensuring operational stability while coordinating the timely resolution of production issues as they arise.

The ideal candidate will possess a strong background in ITIL processes and have experience working collaboratively within a small team environment. They will be adept at building relationships with stakeholders, conducting independent analyses, and providing insights to drive process improvements. Strong communication skills and attention to detail are essential for success in this role, as is the ability to manage complex tasks independently while contributing to team objectives.

Location: Toronto, ON (Hybrid)

Contract Length: 12 months, with extension and FTE conversion possibilities

Hours: 8:30am-5pm ET, with occasional weekend coverage required

Pay: T4 $43.5 / IC $50

RESPONSIBILITIES

• Ensure adherence to Incident and Problem Management processes.
• Work independently on complex tasks, including unique situations requiring strategic analysis.
• Build effective relationships with internal and external stakeholders to ensure alignment.
• Analyze data and information to provide insights and recommendations for strategic problems.
• Lead the development of communication plans to influence behavior positively, tailoring messaging and identifying distribution channels.
• Execute work to deliver timely, accurate, and efficient service in accordance with service level agreements.
• Organize work information to ensure accuracy and completeness.
• Resolve routine inquiries and escalate complex issues to senior team members as necessary.
• Maintain current knowledge of Capital Markets best practices and trends.
• Provide advice to internal business partners to support process completion within established procedures.
• Exercise judgment to identify, diagnose, and solve problems within established rules.
• Support the execution of strategic initiatives in collaboration with stakeholders.
• Gather and format data into regular and ad-hoc reports and dashboards.
• Support change management activities focused on execution and sustainment.
• Follow risk and compliance processes to safeguard customer assets and maintain privacy.
• Identify and report suspicious activity patterns related to money laundering.

QUALIFICATIONS

• 4 to 6 years of relevant experience in incident and problem management.
• Expert knowledge of ITIL (v3 or V4) and associated processes, with ITIL Certification.
• Experience with applications, operating systems, and networking, including TCP/IP, routing, and network topologies.
• Proficiency in PowerBI for data visualization and reporting.
• Experience using ServiceNow for incident and problem management.
• Familiarity with Confluence and Jira for project management and collaboration.
• Advanced Excel skills for data analysis and reporting.
• Strong attention to detail and ability to communicate complex issues effectively.
• Proven ability to investigate root causes and communicate solutions clearly.

TECHNICAL SKILLS

• ITIL (v3 or V4) processes and certification
• PowerBI
• ServiceNow
• Confluence
• Jira
• Advanced Excel

PREFERRED

• Former experience with BMO or within the banking sector, particularly in Capital Markets.
• Graduate degree in Computer Science or a related technical field.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.