Incident & Problem Specialist

The Canadian Digital Banking team is seeking a technical subject matter generalist and a procedural subject matter expert to support both internal and customer-facing IT services. The Specialist will utilize their depth of Incident Management experience to ensure rapid detection and triage of incidents, facilitate service recovery, and promote resiliency through timely and thorough Problem Management.

Required Skills & Qualifications:

• Undergraduate degree in Computer Science or a related technical field, or equivalent practical experience.
• Experience with operating systems and/or networking (TCP/IP, routing, network topologies, and hardware).
• Experience analyzing and troubleshooting large-scale distributed systems.
• ITIL-aligned systematic problem-solving approach.
• Prior work experience in the client's industry.

Preferred Skills & Qualifications:

• Familiar with AI prompt generation and iterative analytics.
• Advanced technical skills with the ability to learn and apply new skills quickly.
• Solid relationship management, communication, and coaching skills.

Day-to-Day Responsibilities:

• Provide critical leadership in the remediation of incidents affecting the Canadian Digital Banking space.
• Actively participate as a stakeholder in major enterprise incidents.
• Provide timely and insightful incident updates to a large audience of business and technical partners.
• Manage assigned incidents and problems using ServiceNow and following ITIL principles.
• Lead periodic problem review sessions and incident post-mortems.

For immediate consideration please click APPLY to begin the screening process with Alex.