Application Deadline: 10/22/2026 Address: 4100 Gordon Baker Road Job Family Group: Technology This is a HYBRID role working 2 days per week in the office . The two possible office locations are Scarborough office or our Barrie location. Core Responsibilities: • Supports and maintains the Technology Incident Management and Incident Governance framework, ensuring major incidents, operational incidents, and service disruptions are managed consistently, effectively, and in alignment with enterprise standards. • Responsible for governance oversight, reporting, trend analysis, control effectiveness, and continuous improvement of the Incident Management lifecycle, including incident detection, escalation, restoration, stakeholder communication, post-incident review, and corrective action tracking. • Partners with Major Incident Managers, Technology teams, Service Management, Risk, and Audit stakeholders to ensure effective incident governance practices are consistently applied. • Performs analysis of incident data to identify emerging risks, recurring failures, process gaps, and opportunities for continuous improvement. • Maintains governance metrics, KPIs, control monitoring, and reporting processes to measure the effectiveness of the Incident Management program. KEY Skills and Expereince: • 3-5  years with Technology Incident Management and IT Service Management ( ITSM) • 3-5 years Incident Governance • 3-5 years experience with the Incident Management lifecycle, including incident identification, triage, escalation, restoration, stakeholder communications, root cause analysis, and corrective action management. • 3-5 years experience with developing, monitoring, and reporting on Incident Management metrics, controls, governance practices, and performance indicators within ServiceNow • 3-5 years experience conducting trend analysis and providing recommendations based on incident data and operational risk insights. • 3-5 years experience with ServiceNow Incident Management, Major Incident Management, Problem Management, and reporting tools Additonal Information: Supports and maintains the Technology Incident Management and Incident Governance framework, ensuring major incidents, operational incidents, and service disruptions are managed consistently, effectively, and in alignment with enterprise standards. Responsible for governance oversight, reporting, trend analysis, control effectiveness, and continuous improvement of the Incident Management lifecycle, including incident detection, escalation, restoration, stakeholder communication, post-incident review, and corrective action tracking. The role provides independent governance and challenge to Incident Management practices across Technology, ensuring transparency, accountability, operational resilience, regulatory compliance, and adherence to established incident management policies, standards, and procedures. • Provides governance oversight of Technology Incident Management processes, ensuring incidents are managed in accordance with established policies, standards, procedures, and service level expectations. • Reviews and challenges incident records, escalations, communications, and closure activities to ensure compliance with enterprise Incident Management standards. • Monitors adherence to Incident Management controls and identifies opportunities to strengthen governance, accountability, and operational effectiveness. • Partners with Major Incident Managers, Technology teams, Service Management, Risk, and Audit stakeholders to ensure effective incident governance practices are consistently applied. • Develops governance solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs. • Conducts independent reviews of incident trends, control effectiveness, and recurring operational issues to identify improvement opportunities. • Supports development and execution of strategic initiatives in collaboration with internal and external stakeholders • Builds strong relationships with Technology, Risk, Service Management, Audit, and business stakeholders to drive alignment on Incident Management governance objectives and priorities. • Analyzes incident metrics, root cause data, and governance indicators to provide actionable recommendations and drive continuous improvement. • Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives. • Identifies and drives opportunities to improve Incident Management governance, response effectiveness, stakeholder engagement, communications, controls, and operational resilience capabilities. • Produces executive-level Incident Management reporting and insights for senior leadership, governance committees, and risk stakeholders. • Performs analysis of incident data to identify emerging risks, recurring failures, process gaps, and opportunities for continuous improvement. • Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels. • Maintains governance metrics, KPIs, control monitoring, and reporting processes to measure the effectiveness of the Incident Management program. • Coordinates and participates in Incident Management governance activities, including reporting, control assessments, policy and standard maintenance, training and awareness activities, and continuous improvement initiatives. • Supports Incident Governance forums and committees, including agenda management, preparation of reporting materials, documentation distribution, action tracking, and meeting minutes. • Focus relates to Incident Management enterprise-wide. • Exercises judgment to identify, diagnose, and solve problems within given rules. • Works independently on a range of complex tasks, which may include unique situations. • Broader work or accountabilities may be assigned as needed. • Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations. Qualifications: • 4-6+ years of experience in Technology Incident Management, Major Incident Management, Incident Governance, IT Service Management (ITSM), Operational Resilience, or Technology Risk. • Strong understanding of the Incident Management lifecycle, including incident identification, triage, escalation, restoration, stakeholder communications, root cause analysis, and corrective action management. • Experience developing, monitoring, and reporting on Incident Management metrics, controls, governance practices, and performance indicators within ServiceNow. • Experience conducting trend analysis and providing recommendations based on incident data and operational risk insights. • Familiarity with ServiceNow Incident Management, Major Incident Management, Problem Management, and reporting tools. • ITIL Foundation, ITIL Managing Professional, or related Service Management certification considered an asset. • Technical proficiency gained through education and/or business experience. • Verbal & written communication skills - In-depth. • Collaboration & team skills - In-depth. • Analytical and problem solving skills - In-depth. • Influence skills - In-depth. • Data driven decision making - In-depth. Salary: $55,500.00 - $120,000.00 Pay Type: Salaried