Job Title: Senior Technical Lead
Location: Toronto, ON (Hybrid)
Estimated Duration: 6 Months
Experience:
- 8+ years’ experience in working in Technology Support including Major Incident Management performing facilitation of recoveries as well as Incident Management and Problem Management
- Working technical support experience and strong technical acumen; must have a broad knowledge and experience working with various technologies (network, server, mainframe, application, programming language, etc.)
Skills:
- Able to quickly build and gain the respect and cooperation of both technology support staff and technology leaders.
- Strong organizational skills
- Strength in building partnerships; working collaboratively with a variety of skills and levels with strong problem solving and analytical skills.
- Proven ability to manage in crisis situations and work under high stress conditions in a 24×7 support environment
- Possess expert communication skills, both written and verbal including writing executive level communications and status reviews
- Adaptable to changing requirements in a fast-moving environment
Certifications:
- ITIL V3 or above
Nice to Have:
- Relevant experience in insurance, banking and/or financial industry would be an asset
- Major Incident Management, Problem solving and decision-making certifications an asset.
- Knowledge of working with and reporting requirements across our regulators such as OSFI.
Role Overview
- Execute the enterprise Major Incident Management process
- Support organizational stability through effective Incident & Problem Management.
- Lead command-and-control activities for major incidents in a 24×7 environment.
- Drive service restoration for complex, unclear issues using expert technical judgment.
Key Responsibilities
- Facilitate daily Major Incident procedures for service-impacting technology issues.
- Lead multiple technical teams during widespread incidents.
- Coordinate recovery actions with Risk, Disaster Recovery, Business Continuity, and Critical Incident Response teams.
- Provide clear, timely communication to technology teams, business partners, senior leaders, executives, BU Tech teams, and Information Security.
- Lead Post-Incident/Major Incident Reviews, capturing action items and improvement opportunities.
- Identify incident trends and implement improvements via Problem Management.
- Lead enterprise chronic-issue management, driving root cause and permanent solutions.
- Facilitate high?priority problem discussions to accelerate root?cause identification.
- Collaborate with the Director on continual service improvement across Incident, Major Incident, and Problem Management processes.
The pay range that the employer reasonably expects to pay for this position is between CA$70.00 and CA$80.00
Our voluntary benefits offering includes medical, dental, vision and retirement benefits.
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Tundra Technical Solutions is a global workforce and technology delivery firm, ranked by Staffing Industry Analysts as one of the largest in North America. At Tundra, we aren't just hiring top talent at the world's most recognizable brands; we are pioneers of social recruitment. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics. We welcome and encourage diversity in the workplace.
We use artificial intelligence tools to help our recruiters screen and assess talent. These tools do not replace human decision making in the process.
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