Incident, Problem & Change Specialist

Join a Challenger

Being a traditional bank just isn’t our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform what’s possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If you’re not afraid of taking on big challenges and redefining the future, you belong with us. You’ll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.

We are a big (and growing!) family. Overall we serve more than 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021. 

The Work

One of our goals is to fail small and learn fast. The Incident and Problem Manager will focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient. 

The Incident, Problem & Change Specialist is accountable for tracking, and managing technology incidents experienced within the bank, while driving the restoration of services at pace. A key part of this role is effective communication across all stakeholders and teams within the bank, in both verbal and written form while working under pressure at a fast pace.

The role is responsible for managing the processes, guidelines, standards and tools related to Major and other high priority Incidents. This encompasses performing Root Cause Analysis. 

The role is responsible for managing the lifecycle of Problems, with the aim of preventing incidents from happening or reoccurring. The Incident, Problem & Change Specialist will record and manage problems through to resolution by performing root cause analysis, coordinating third party analysis, and communicating with stakeholders. They will ensure workaround and solution suitability will establish service level objectives, indicators and agreements (SLOs, SLIs and SLAs) for critical systems and channels, including championing automated monitoring and data aggregating to streamline reporting of metrics.

Success in this role will be demonstrated by ensuring that all major incidents are dealt with effectively and with minimum disruption to live service and SLAs.

The Core Responsibilities Of The Job:

• Determine the severity of a potential major incident that has been raised by the business (per priority matrix). 
• Drive successful and timely restoration services of major incidents within response and resolution time SLAs.
• Establish and maintain timely communications with all stakeholders to ensure they are informed of service status with clear and comprehensive updates.
• Host both technical and managerial conference calls, and facilitate effective incident management throughout the incident lifecycle.
• Spin-up command centers (virtual/physical) as needed based on priority of incidents, including call-tree escalations to Level 2 / 3 experts as needed.
• Own the creation and distribution of succinct communications on command center progress and activities, for both front-line technical staff and executive leaders.
• Co-ordinate / facilitate escalations through internal and supplier teams as needed to heighten visibility and engagement.
• Maintain accurate and thoroughly detailed records of incidents.
• Accountable for gathering required information from business and technology to enable effective Root Cause Analysis.
• Produce and maintain Executive level reporting of incidents, including number of customers impacted and restoration timing at the time of incident an also as ongoing reporting on a cadence.
• Minimize and mitigate business-impacting incidents through controlled problem identification and responsive / proactive service improvement plans.
• Identify the underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround.

Let's talk about you!

• University degree in business administration or a technology-related field required, or equivalent work experience. 
• Incident, Problem & Change management with Major Incident Response experience preferable.
• 3 years of experience with technical incident resolution or product defect resolution. 
• Strong written and verbal communication, with an ability to articulate issues simply, concisely, accurately and clearly for both technical working level teams and executives.
• An ability to work efficiently, effectively and collaboratively. 
• Knowledge of ITIL 4 practices.
• Analytical mind capable of managing numerous information sources and providing meaningful data analysis reports to senior management.
• Organized, structured, logical thinking and detail oriented analytic skills.
• Multi-tasking – can manage several concurrent initiatives with pace and prioritize demands whilst maintaining composure. 
• Experience with tracking incidents, problems and changes including providing dashboard views of good performance & gaps over time.
• Strong knowledge of ServiceNow, Confluence and Jira is required.
• Strong attention to detail, keen problem-solving skills, with experience performing impact and root cause analyses, recommending solutions, and supporting resolution efforts.
• Ability to approach problems logically and with good judgment to ensure theappropriate outcome.
• Capacity to adapt to and manage change in a fast-paced, dynamic environment. 
• Personal maturity, personable, credible, professional presence. 
• Coordinative authority, Calm under pressure.
• Ability to work professionally with other teams and individuals to get things done quickly.

What we offer [For full-time permanent roles]

💰 Competitive discretionary bonus 

✨ Market leading RRSP match program

🩺 Medical, dental, vision, life, and disability benefits

📝 Employee Share Purchase Plan

👶🏽 Maternity/Parental top-up while you care for your little one

🏝 Generous vacation policy and personal days

🖥 Virtual events to connect with your fellow colleagues

🎓 Annual professional development allowance and a comprehensive Career Development program

💛 A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyone’s diverse experiences and perspectives. In tandem with that commitment, we support and encourage our staff to grow not just in their career path, but personally as well. 

We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and beyond. All candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying, an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.

We can’t wait to get to know you!