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Senior Manager Incident and Problem

Toronto, ON
Full Time
5 days ago
120 Bloor Street East

Job Family Group:


The Senior Manager for Incident and Problem Management will actively support and manage the process and governance model for the Canadian Personal and Business Banking, B2C and Data Transformation technologies. The incumbent will liaison with all internal IT teams, vendors, business representatives and LOB management, coordinating the rapid recovery of incidents in a 24/7 environment. This portfolio includes some of the banks most critical services. The candidate will help facilitate the use of the ITIL framework and actively contribute to and participate in problem identification and severity assessment as well as the overall Incident and Problem resolution, including leading Root Cause Analysis Investigations and Remediation planning.

As a dynamic, interpersonal, and energetic member of the Service Delivery Incident and Problem Management domain, you contribute to the overall support and stability of BMO's IT organization through the effective and efficient execution of the Incident and Problem management processes. You will be a primary representative of the Incident and Problem Management Process within the IT organization. As the primary IT escalation point for Incidents detected by or reported, the role will ensure that the team successfully maintains timelines and corrective actions along with other aspects of the Incident and Problem Management process. You will also be tasked with providing management information and recommendations for service improvements.

This individual is a passionate advocate of the ITIL framework and key underlying processes, and governance model and this leader ensures all application systems are available and operating according to established commitments, driving continuous improvement process enhancement to continually elevate BMO's capabilities to world-class standards.

  • Manage coordination of incidents and problems using Service NOW system.
  • Manage communication process during major incidents
  • Work with process owners to develop continuous improvement strategies
  • Work closely with other BMO departments, users, clients, and vendors to ensure successful resolution of incidents and problems, and the achievement of customer satisfaction within organizational resources and values
  • Implement change, fulfill project initiatives, manage tasks of both self as well as others and provide reporting as required
  • Chair Weekly Outage Review Meeting
  • Schedules, chairs, documents, and publishes Technology Led PMIRs
  • Schedules, chairs, documents, and publishes RCAs
  • Conducts any other Incident Reviews as required
  • Track action items arising from PMIRs and RCAs
  • Perform Incident trending for proactive problem management
  • Documents, assigns, and tracks root cause investigation via ITSM tool (Service NOW/Service Now) until closure
  • Ensures Problem records data integrity complies with Governance requirements
  • Ensure the relation of incidents to problems and follow up with owners of problem tickets to ensure resolution within appropriate timeframes

  • University degree in Computer Science, Information technology related discipline.
  • 5+ years of experience in Program/Project Management and managing ITIL processes and frameworks
  • General knowledge of Bank's technical environments and supported applications
  • Displays expert knowledge of Bank technology standards and guidelines
  • Demonstrates advanced experience in service level agreements management and vendor relations
  • Is able to achieve results that meet both short- and long-term business objectives
  • Exhibits a proven track record in achieving or exceeding objectives
  • Maintains an advanced understanding of the T&O organization and stays abreast of the current organizational state
  • Systematic problem-solving approach coupled with effective communication skills and a sense of ownership and drive.
  • ITIL Practitioner certification an asset (Service Operation)
  • Proven experience with technical writing.
  • Excellent requirements gathering.
  • Working knowledge of Service NOW ITSM platform
  • Background with incident and problem management trends analysis and measurement reporting
  • Proficient with Microsoft suite of products. Possesses solid relationship management, communication, and coaching skills

  • Possesses advanced technical skills and can learn and apply new skills quickly
  • Experience in one or more of the following: Angular, iOS, Java, JavaScript, Unix/Linux shell scripting, Windows PowerShell scripting
  • Experience with Unix/Linux operating systems internals and administration (e.g. filesystems, inodes, system calls, etc) or networking (e.g. TCP/IP, routing, network topologies and hardware, SDN, mainframe technologies)
  • Possesses advanced technical skills and is able to learn and apply new skills quickly
  • Possesses advanced relationship management, communication, and coaching skills
  • Possesses solid facilitation and conflict management skills
  • Demonstrates solid people management and negotiation skills
  • Displays advanced decision making and analytical skills
  • Possesses acceptance of ownership
  • Demonstrates patience and understanding
  • Possesses extensive investigation & diagnostic skills
  • Possesses expert communication skills, both written and verbal
  • Is able to effectively persuade, convince, and negotiate with influence in order to support one's objective
  • Good understanding of statistical and analytical principles and processes.
  • Proven ability to manage in crisis situations and work under high stress conditions
  • Demonstrates expert problem solving skills
  • Displays advanced financial management skills
  • Exhibits advanced leadership skills
  • Comfortable with working with all levels of the organization including Senior Leadership.

We're here to help

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.

To find out more visit us at .

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.
Information Technology