Senior Incident, Problem & Change Specialist
Core
Senior Incident, Problem & Change Specialist responsible for minimizing production incident impacts, driving service restoration, and ensuring organizational resilience through lifecycle management of incidents, problems, and changes.
Role type
Senior IC Site Reliability / IT Operations Specialist
Builds
Resilient banking infrastructure and service continuity for 4 million Canadian customers
Domain
Financial Services / Banking Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Incident management, Root Cause Analysis (RCA), Problem management, Change management, Stakeholder communication, SLA/SLO/SLI management, Command center operations, Risk mitigation, Process adherence, Escalation management
Preferred skills
Third-party coordination, Automated monitoring championing, Data aggregation, Change Advisory Board (CAB) facilitation
Technologies
Incident management tools, Monitoring tools, Change management tools, Communication platforms
Responsibilities
Determine severity of potential major incidents, Drive successful and timely restoration of major incidents, Establish and maintain timely communications with all stakeholders, Host technical and managerial conference calls, Spin-up command centres and manage call-tree escalations, Manage the lifecycle of Changes to reduce risk and ensure rollback strategies
Seniority
Senior, hands-on IC