Major Incident Manager On behalf of our client in the Banking Sector, PROCOM is looking for a Major Incident Manager Major Incident Manager – Job Description

• Provide Help/Service Desk support
• Coordinate and facilitate Incident Management
• Deploy changes to the production environment
• Engage 3rd party providers contracted to the Bank during an incident
• Provide immediate response to production program or system problems
• Participate in testing cycles to ensure the ability to deploy and operability of infrastructure and applications
• Deploy, implement, and provision applications and infrastructure per deployment plans and infrastructure build guides
• Provide technical expertise and oversight on the production floor
• Manage complexity across business value, technology, and interaction models
• Recommend and implement solutions based on analysis of issues and implications for the business
• Identify emerging issues and trends to inform decision-making
• Conduct independent analysis and assessment to resolve strategic issues
• Establish deep relationships at all levels within IT and business units
• Monitor and track performance and address any issues
• Break down strategic problems and analyze data and information to provide insights and recommendations
• Participate in both internal and external regulatory inspections
• Work with other operations personnel to develop and implement the counter-measures necessary to improve production and equipment reliability as well as the compliance posture of the team
• Provide end-to-end technology support including computer, applications, network and storage, and root-cause analysis, etc.
• Drive and/or promote new processes, systems, technology, and operations and expanded capabilities for performance
• Proactively monitor system performance and identify operational improvements
• Support deployment activities, managing implementation issues to resolution
• Provide initial triage, investigation, and ensure fast turnaround times on issue/incident resolution
• Monitor technical infrastructure, applications, and/or business transactions through automated systems and instrumentation across the environment
• Provide inbound call assistance to end-users for application, technical, and IMACD needs leveraging the knowledge base and/or run books available
• Collaborate and engage with the appropriate areas across the bank
• Develop or help to develop the knowledge assets required for the operation
• Promote adherence to standards and industry best practices
• Develop an understanding of organizational interactions and complexity to engage with the appropriate matrix areas
• Identify opportunities to strengthen the operational capability
• Stay abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning
• Focus is primarily on business/group; may have broader, enterprise-wide focus
• Provide specialized consulting, analytical, and technical support
• Exercise judgment to identify, diagnose, and solve problems within given rules
• Work independently and regularly handle non-routine situations
• Broader work or accountabilities may be assigned as needed

Major Incident Manager – Mandatory Skills

• 5-10 years of work experience in IT or business environment and/or BS/BA or MBA/MS in computer science, engineering, information systems, math or business, but a minimum of 1 year of Major Incident Management experience in an enterprise setting / environment
• Facilitation and clear communication are a must
• Ability to take a large group and facilitate complex environments / meetings to drive outcomes
• Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting
• Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience
• Technical and/or business functional knowledge of systems, tools, timing, and dependencies
• Deep knowledge and technical proficiency gained through extensive education and business experience
• Verbal & written communication skills
• Collaboration & team skills
• Analytical and problem-solving skills
• Influence skills
• Data driven decision making

Major Incident Manager - Nice to Have Skills

• Previous FI/Banking experience

Major Incident Manager - Assignment Start Date ASAP – 5 months to start Major Incident Manager - Assignment Location Toronto, ON - Remote