51799-1 - Int. Major Incident Manager to support major banking client

Job Type: Contract
Positions to fill: 2
Start Date: Jun 05, 2023
Job End Date: Nov 04, 2023
Pay Rate: Hourly: Negotiable
Job ID: 129994
Location: Toronto
Position Title: Int. Major Incident Manager
Line of Business: TREO SOS Service Stability
Est. Start Date: June 5, 2023
Length of Contract: 5 months (+2 months possible extension)
Location: remote
Hours of Operation: Variable – some shift work (with possible overtime)


Summary: Major Incident Manager leading major incident recoveries, facilitating recovery teams, communicating progress, tracking actions and status, and ensuring fastest possible service recovery for enterprise applications and systems.

Role Mandate:
Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements.

Must-Have Skills:
• 5-10 years of work experience in Incident Management, and 1+ year of MAJOR incident management experience in a large ENTERPRISE setting / environment
• Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting
• Former FI / banking experience

Role Responsibilities (including but not limited to):
• Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident.
• Provides immediate response to production program or system problems.
• Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications.
• Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides.
• Provides technical expertise and oversight on the production floor, understanding the full process requirements (compliance, equipment, regulatory) in order to best understand and resolve production issues.
• Manages complexity across business value, technology and interaction models.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Identifies emerging issues and trends to inform decision-making.
• Conducts independent analysis and assessment to resolve strategic issues.
• Establishes deep relationships at all levels within IT and business units, to effectively collaborate in business strategy.
• Monitors and tracks performance, and addresses any issues.
• Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
• Participates in both internal and external regulatory inspections.
• Works with other operations personnel to develop and implement the counter-measures necessary to improve production and equipment reliability as well as the compliance posture of the team.
• Provides end to end technology support including computer, applications, network and storage, and root-cause analysis etc.
• Supports deployment activities, managing implementation issues to resolution.
• Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.
• Provides inbound call assistance to end-users for application, technical, and IMACD needs leveraging the knowledge base and/or run books available.