IT Incidents And Problems Manager

We are banking at another level.

Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to fuel the success of Canadian entrepreneurs.

Choosing BDC as your employer also means:

• Flexible and competitive benefits, including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions, a Defined Benefit Pension Plan, a $750 wellness and health care spending account, to name a few   

• In addition to paid vacation each year, five personal days, sick days as necessary, and our offices are closed from December 25 to January 1

• A hybrid work model that truly balances work and personal life

• Opportunities for learning, training and development, and much more... 

Explore the BDC Way in our Culture Book

POSITION OVERVIEW

As a specialist in troubleshooting, root cause analytical methods and problem solving, the IT Incidents and Problems Manager ensures rapid diagnosis, the establishment of alternate solutions, and the rapid coordination and execution of appropriate measures to resolve incidents and problems affecting IT services. He/she also ensures the efficiency of the incident and problem management process, adequate integration of processes, and strong communications with the IT team, management team and stakeholders.

CHALLENGES TO BE MET

• In the event of a major incident, act as an intermediary between all the parties involved and the technical resources required, across the IT organization and with outside suppliers, to ensure coordination of incident resolution and communication with stakeholders.
• Act as a resource (subject-matter expert) and regularly organize meetings to classify problems in order of priority, and to examine and solve them.
• Coordinate multidisciplinary working sessions to determine the root causes of problems.
• Communicate regularly with all IT teams to ensure compliance with the incident and problem management process as well as with SLOs/SLAs.
• Before closing the problem ticket, ensure that the person in charge of the ticket has sufficiently analyzed the root causes and documented the alternative solution and known errors; that the problem has in fact been resolved; and that the appropriate processes have been respected.
• Each month, do trend analysis for recorded incidents so as to pinpoint repeated incidents.
• Keep IT managers apprised of the status on tickets, known errors, resources assigned to tickets, compliance with service levels (SLAs) in terms of time taken to handle incidents and problems.
• Provide a risk and incident analysis of unresolved tickets as well as the resources required to analyze root causes and appropriate resolutions and inform IT management of the status of tickets and benefits gained from managing the problem.

WHAT WE ARE LOOKING FOR

• Bachelor's degree in information technology and 7 to 10 years of experience in incident or problem management. A combination of education and experience could be considered.
• Experience in a varied setting that combines different technologies and numerous stakeholders.
• Expert in ITIL-based processes (V3 & V4).
• Knowledge of a variety of methods for analyzing root causes (Kepner Tregoe, Kaizen, Ishikawa diagram, fishbone diagram, rational method, RPR [Rapid Problem Resolution] diagram.)
• Excellent written and spoken communication skills in both official languages
• Ability to coordinate several stakeholders within internal and external teams.
• Strong aptitude for organization, multi-tasking and time management.
• Strong knowledge of resolution methods.
• Ability to handle an ambiguous environment and to work under heavy pressure.
• Able to work evenings and weekends as needed.

#INDHP 

Proudly one of Canada’s Top 100 Employers and one of Canada’s Best Diversity Employers, we are committed to fostering a diverse, equitable, inclusive and accessible environment where all employees can thrive and feel empowered to bring their whole selves to work. If you require an accommodation to complete your application, please do not hesitate to contact us at [email protected].

While we appreciate all applications, we advise that only the candidates selected to participate in the recruitment process will be contacted.