Problem and Incident Manager

Job Title: Problem and Incident Manager

Location: Toronto, ON (Hybrid)

Estimated Duration: 6 Months

Job Description 

The Senior Incident/Problem Manager is accountable for supporting day-to-day operational production issues from analysis to resolution pertaining to Capital Markets technology and Ops in Global regions. In addition, the incumbent will be responsible in supporting operational activities such governance of Incident, Problem and Change management

The incumbent will liaise with SMEs to understand problems and opportunities and, recommends solutions to enable the achievement of organizational goals.

Follows procedures to resolve internal business partner and/or external customer inquiries, requests, and issues. Resolves complex issues in accordance with Bank and industry standards. Act as a subject matter expert to the team. Recommends and implements process improvements.

Functions:

• Ensures Incident /Problem Management Processes are followed.
• Works independently on a range of complex tasks, which may include unique situations.
• Conducts independent analysis and assessment to resolve strategic issues.
• Builds effective relationships with internal/external stakeholders.
• Ensures alignment between stakeholders.
• Breaks down strategic problems and analyzes data and information to provide insights and recommendations.
• Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
• Executes work to deliver timely, accurate, and efficient service.
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service level agreements.
• Executes work to deliver timely, accurate, and efficient service.
• Organizes work information to ensure accuracy and completeness.
• Answers inquiries and resolves routine issues or escalates to more senior team members.
• Collaborates with internal and external stakeholders to deliver on business objectives.
• Maintains current knowledge of CM, Best practices, and trends.
• Provides advice to internal business partners and peers to support the completion of processes or activities within established procedures.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Provides advice and guidance to assigned business/group on implementation of solutions.
• Supports the execution of strategic initiatives in collaboration with internal and external stakeholders.
• Gathers and formats data into regular and ad-hoc reports and dashboards.
• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
• Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
• Maintains the confidentiality of customer and Bank information.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Protects the Bank’s assets in compliance with all regulatory, legal, and ethical requirements.
• Complies with legal and regulatory requirements, including Anti-Money Laundering and Terrorist Financing reporting, Financial Consumer Agency of Canada (FCAC), and the Privacy Act.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Typically, between 4 – 6 years of relevant experience in the related field of study or an equivalent combination of education and experience. Graduate degree in Computer Science or a related technical field, or equivalent practical experience.
• Expert knowledge of ITIL (v3 or V4) and processes.
• Capital Market experience will be an asset.
• ITIL Certification required.
• Experience with Applications, operating systems and/or networking (TCP/IP, routing, network topologies and hardware, etc).

Skills:

• Experience analyzing and troubleshooting large-scale distributed systems.
• ITIL-aligned systematic problem-solving approach, coupled with effective communication skills and a sense of ownership and accountability.
• Knowledge and in-depth experience with CM Trading applications and related systems.
• Possesses analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Demonstrates applied knowledge of one or more analysis and problem decomposition techniques.
• Strong knowledge of all operating processes and supporting applications and policies.
• Strong knowledge of Capital Markets applications and Trading technologies.
• Strong customer service and relationship management skills.
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills – In-depth.
• Collaboration & team skills – In-depth.
• Analytical and problem-solving skills – In-depth.
• Influence skills – In-depth.
• Data driven decision making – In-depth.