IT Incident and Problem Manager

Take a central role

The Bank of Canada has a vision to be a leading central bank—dynamic, engaged and trusted—committed to a better Canada. No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in an organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in our environment. 

Building on the principles that have always guided us – excellence, integrity and respect – we strive to be forward-looking and innovative, to welcome people with diverse perspectives and talents, and to earn trust by living up to our commitments and by clearly explaining the intent of our policies and actions.  

With our defined-benefit pension plan, benefits, and high flexibility for work life balance - find out more about why we are annually ranked as one of Canada's top employers:  Working Here - Bank of Canada

Find out more about the next steps in our Recruitment process. 

What you will do 
The IT Incident Manager is a major contributor to, the definition, creation, implementation, ongoing execution andcontinual improvement of the operational processes for IT services, environments and facilities. You are an expertand focal coordination point within the Information Technology Services (ITS) department and, crossingorganizational boundaries, for Bank-wide requirements. You are involved in the overall quality and results of theprocesses, as well as management of information, related tools and services. 

This position establishes, implements and enforces the Critical/Major Incident Management discipline andassociated standards and processes for IT. This role ensures that all teams in IT comply with all IncidentManagement standards and processes. The IT Incident Manager establishes an environment of continuousprocess improvement. This position ensures incidents are recorded, assessed, evaluated and resolved. 

The role includes facilitation of technical and application recovery bridges (conference calls), documentingrecovery timelines, and communicating with all levels of leadership. Successful IT Incident Managers thrive onchallenge, are calm under pressure and can think on their feet. 

NOTE - Must be flexible on the work shift and the ability to be on-call. 

Your responsibilities

• Provide focus, direction and create a control environment for quick recovery
• Be the obvious individual on the bridge that participants will seek for updates, guidance, questions andother critical facilitation needs
• Assess priority for major incidents with support teams and senior IT/Business leadership
• Ensure required participants are on the bridge
• When not managing a critical incident, maintain excellent situational awareness by utilizing tools andcommunication channels to be on guard for potential new incidents on the rise and assist with post-incidentand problem analysis and action item follow-up 
• Responsible for owning incident and problem resolution, working collaboratively across multiple departments to identify root cause; identify, record and resolve problems; and avoid incidents
• Responsible for ensuring proactive problem management is in place to identify and remove the root cause of potential problems before they result in incidents.

What you need to succeed
As an IT Incident Manager, you are a team player yet also capable of working independently with little supervision.You are a self-starter, effective communicator, change contributor and innovative problem solver. 

You have experience managing the life cycle of IT incidents and problems, process management and reportingpractices, and defining key metrics. You have well-developed people management and relationship-building skillsand knowledge of project management principles, concepts and methodologies. 

Your technical skills:

• certification and/or technical training in IT service management software products (e.g., ServiceNow, Jira,MSOffice 365) and ITIL-based processes
• practical experience within a Microsoft working environment (e.g., Office, Outlook, Access, Project) 

Nice-to-have

• ITIL Foundation and ITIL Practitioner certification
• ITIL Service Manager certification
• certification and/or proven practical experience with Business Intelligence reporting tools
• ServiceNow Expertise

Your education and experience 
The position required an undergraduate degree in computer science or a related discipline, a minimum of seven years of IT business/industry experience, including four years in operational IT process execution, implementation, execution, reporting and improvement and a certification and/or a minimum of two years of practical experience with IT incident management and problem management or an equivalent combination of education and experience may be considered. 
 

What you need to know

• Language requirement: English or French essential
• Priority will be given to Canadian citizens and permanent residents
• Security level required: Be eligible to obtain Secret 
• Relocation assistance may be provided, if required
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

Hybrid Work Model #LI-Hybrid

The Bank offers work arrangements that provide employees with flexibility, enable high-performing teams, and support an excellent workplace culture. Most employees can telework from home for a substantial part of each month as part of the Bank`s hybrid work model, and they are expected on site at the Bank location a minimum of eight days per month to help build connections between colleagues. You must live in Canada, and within reasonable commuting distance of the office.

What you can expect from us
This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career. For more information on key benefits please visit A great deal to consider. 

• Salaries are based on qualifications and experience and typically range from $88,505 to $110,630 (job grade 17)
• Depending on performance, you may be eligible for performance pay. The first tier of performance pay is for successfully meeting expectation, at  7 to 10% of your base salary. The Bank offers additional performance pay for those who exceed expectations (15% of your base salary).. Exceptional performers who far exceed expectations may be eligible for higher performance pay.
• Flexible and comprehensive benefits so you can choose the level of health, dental disability and life and/or accident insurance coverage that meets your needs
• Extra vacation days (up to five each year) that you can purchase to add to your vacation entitlement
• Indexed, defined-benefit pension #LI-POST

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.