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Major Incident & Problem Management

Seeing beyond numbers™

At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 3, 000 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

This role sits within LBC Tech, a subsidiary of Laurentian Bank.

Responsible for effective Major Incident coordination, communication, and resolution as well as Problem management, trending, analysis, and root cause analysis. Establishing strong interactive relationships and communication practices between business and the greater IT team during Incident and Problem Management response. Ensuring that support processes are efficient and support strategic goals. Engaging in Change Management process and identifying best practices. Following ITIL principles for Incident and Problem Root Cause Analysis to identify patterns that will help eliminate systemic issues within the technology we own, or point to other applications we rely on, to improve resilience.

Responsibilities:

Triage escalations to ensure incidents are prioritized and remediated in the most effective manner and accountable for ensuring that infrastructure and platforms within LBC are supported in a timely and effective manner.
Direct incident and problem resolution activities for critical technical interruptions and be responsible for ensuring resolution of all reported problems within established targets.
Maintain constant communication with incident response teams and internal partners
Accountable to present solutions to senior management for identified systemic issues.
Change Management
Maintain detailed Incident activity timelines for critical incidents and lead technical Root Cause Analysis to avoid repeat incidents
Compose clear & concise communications for enterprise distribution while also distributing secondary business friendly communications for business partners.
Timely escalation within LBC as well as within Vendor management structures
Point of contact for support on new products and initiatives; accountable to ensure teams create and roll out a support model in line with the existing operations; work with Agile project teams to understand new & enhanced technologies and ensure that knowledge is effectively passed from development to support
Provide on-call support 24/7 & 365 with rotating prime-shift (excluding vacation)

Qualifications:

University Degree in business or a related field, with 2 to 5 years of related experience.
or College Diploma in business or a related field and 2 to 5 years of related experience.
Experience with Financial Institution technology support
Understanding of IT Major Incident, Problem and Change Management processes
ITIL Foundations Certification
Experience with Contact Centre Telecom Voice Technology & Infrastructure, Contact Centre OS based technologies and Cloud Technologies
Experience with Windows 10 and MS 365
Familiarity with 5S, Kaizen Principles, Six Sigma or other Continuous Improvement methodologies is an asset.
Demonstrated ability in core and role specific competencies including customer service, teamwork, adaptability
Bilingual (English/French) verbal and written communication skills are an asset.

Equity, Diversity & Inclusion

We are proud to be an equal opportunity employer and are committed to fostering an inclusive and accessible work environment that reflects the diversity of our customers and our communities. We welcome and encourage applications from individuals from all groups, including Indigenous people, women, visible minorities, and persons with disabilities, regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other legally-protected ground.

Accessibility

Accommodations for persons with disabilities are available upon request for job applicants taking part in all aspects of the recruitment process.

PIPEDA

We may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you.

Major Incident & Problem Management

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