Incident/Problem Management Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver essential leadership in the resolution of incidents impacting Canadian Digital Banking.

• Engage as a key stakeholder during significant enterprise incidents.

• Provide timely updates regarding incidents to both business and technical partners.

• Oversee incident and problem management utilizing ServiceNow and ITIL methodologies.

• Facilitate sessions for problem reviews and conduct post-incident analyses.

• Employ data analytics to pinpoint incident trends and themes, enhancing organizational resilience.

• Prepare and improve availability and stability metrics, reporting, and dashboards through ServiceNow, Power BI, and Co-Pilot.

• Participate in Change Advisory Boards (CABs) to question forthcoming changes and evaluate potential issues or outages.

• Develop and refine knowledge-base documentation using SharePoint and Confluence.

• Enhance the service lifecycle from inception and design to deployment, operation, and refinement.

• Oversee, restore, change, support, and manage daily activities for mission-critical systems 24/7/365.

• Monitor and restore infrastructure, applications, and security while adhering to service-level agreements.

• Provide Help/Service Desk support and coordinate Incident Management.

• Implement changes in production and collaborate with third-party providers during incidents.

• Respond swiftly to production program or system issues.

• Participate in testing phases and execute, implement, and provision applications and infrastructure.

• Offer technical expertise and oversight on the production floor.

• Suggest and implement solutions based on issue analysis and business implications.

• Identify emerging issues and trends to guide decision-making.

• Conduct independent analyses to resolve strategic challenges.

• Cultivate relationships across IT and business units.

• Monitor and assess performance while addressing issues.

• Analyze data to provide insights and recommendations.

• Engage in both internal and external regulatory inspections.

• Develop countermeasures to enhance production, equipment reliability, and compliance.

• Deliver comprehensive technology support for computers, applications, networks, and storage, including root-cause analysis.

• Advocate for new processes, systems, technology, operations, and expanded capabilities.

• Proactively observe system performance and identify operational enhancements.

• Support deployment activities and resolve implementation issues.

• Provide initial triage, investigation, and rapid incident resolution.

• Monitor technical infrastructure, applications, and business transactions through automated systems and instrumentation.

• Offer inbound call assistance to end users for application, technical, and IMACD requirements.

• Collaborate with relevant areas across the bank.

• Develop operational knowledge assets and endorse standards and industry best practices.

• Mentor staff and foster communities of practice and technology networks.

• Stay informed of industry technical and business trends through professional associations, practice communities, and personal learning.

• Provide specialized consulting, analytical, and technical support.

• Independently diagnose and resolve problems, including non-routine situations.

• Apply BMO's Risk Management Framework, policies, standards, procedures, and applicable laws and regulations.

⛳️ Requirements

• Bachelor's degree in Computer Science or a related technical field, or equivalent practical experience.

• Typically 4-7 years of experience in an IT or business environment and/or a BS/BA or MBA/MS in computer science, engineering, information systems, mathematics, or business.

• Familiarity with operating systems and/or networking, including TCP/IP, routing, network topologies, and hardware.

• Experience in analyzing and troubleshooting large-scale distributed systems.

• ITIL-aligned structured problem-solving abilities.

• Extensive investigative and diagnostic skills.

• Understanding of AI prompt generation and iterative analytics.

• Advanced technical skills with a capacity for rapid learning and application of new skills.

• Strong relationship management, communication, and coaching capabilities.

• Proficient in facilitation, conflict management, and negotiation.

• Adept at decision-making under pressure.

• Knowledgeable about IT operating processes and essential monitoring, logging, and alerting standards.

• Acquainted with support and operations practices, concepts, and technologies acquired through formal training and/or experience.

• Technical and/or business functional knowledge of systems, tools, timing, and dependencies.

• Deep technical knowledge and proficiency obtained through extensive education and professional experience.

• Exceptional verbal and written communication skills.

• Strong collaboration and teamwork abilities.

• Advanced analytical and problem-solving skills.

• Highly developed influence skills.

• Strong data-driven decision-making capabilities.

🏝️ Benefits

• Health insurance.

• Tuition reimbursement.

• Accident and life insurance.

• Retirement savings plans.

• Performance-based incentives.

• Discretionary bonuses.

• Additional perks and rewards.

• Comprehensive training and coaching.

• Support from management.

• Opportunities for networking.

• Accommodations available upon request during the selection process.