(Work place: Montréal)
Desjardins Group is the largest cooperative financial group in Canada, and one of the largest employers in the country. It offers a full range of financial products and services and is home to a wealth of expertise in property and casualty insurance, life and health insurance, wealth management, services for businesses of all sizes, securities brokerage, asset management, venture capital, and secure, leading-edge virtual access methods.
NV-10As Investigation Leader, you help develop, supervise and manage IT incidents in your sector.You lead and provide expertise when interacting with various stakeholders as part of incidents and projects in your field. Your initiatives require extensive knowledge of IT, incident management, ITIL processes and continuous improvement.You are an ambassador for the Investigation Leader (IL) position. You therefore help draft and implement the IL process, role and community of practice in collaboration with the IT process governance squads. You make recommendations for improving the Investigation Leader role and the incident management process in your sector. Coordination is critical, so you are required to interact with a large number of stakeholders working in a variety of fields. Highly developed interpersonal skills are therefore essential.You are responsible for providing analysis and recommendations related to IT incidents, changes and problems in your sector. You identify and analyze problems, raise issues, develop diagnostics and make recommendations to the decision-making bodies concerned.You also monitor and provide support in managing major incidents to ensure they are handled and resolved effectively and efficiently. You are the primary contact for the resources in your sector. You escalate issues to the management teams in order to maintain optimal collaboration among all stakeholders when resolving incidents.
Be a major contributor to the stability of environments in your field.
Play a key role in your sector's expertise.
Actively help coordinate problem-resolution activities during major incidents.
Communicate activities and progress status during IT incidents.
Draft reports on issues, findings and optimizations following major incidents.
Develop the process in line with best market and ITIL practices.
Continuously develop the Investigation Leader role, taking into account synergies with other processes and overall developments in Desjardins technology.
Develop performance indicators and tracking methods.
Monitor and participate in root-cause analyses and investigations on the cause of major incidents.
Maintain and improve documentation on the Investigation Leader role and related processes.
Implement and maintain the Investigation Leader community of practice.
Provide recommendations based on incident analyses and studies, as well as on developments in your field.
Make sure that IT changes comply with Desjardins Technology Group rules.
Inform the Compliance team of any situation that is potentially non-compliant.
Support management in the development strategy for the role across Desjardins Technology Group.
Other working condition
Schedule: Be available for 24/7 on-call support on a rotating basis.
Number of job available : 1
Bachelor’s degree in a related field
A minimum of six years of relevant experience
Experience drafting executive summaries and processes
Experience managing problems and incidents (an asset)
Strong leadership and excellent communication skills
Please note that other combinaisons of qualifications and relevant experience may be considered
For vacant positions available in Quebec, please note that knowledge of French is required
In-depth knowledge of ITSM tools
Knowledge of ITIL processes
Understanding of Agile methodology
Desjardins Cross-sector skills
Action oriented, Collaborates, Customer Focus, Innovation
Key competencies for the job
Communicates effectively, Interpersonal Savvy, Organizational savvy, Strategic mindset
1050, Côte du Beaver Hall Montréal
Information technology (FG)