Business Development Bank of Canada

IT INCIDENTS AND PROBLEMS MANAGER

Business Development Bank of Canada • $90K — $120K *
Montreal, QC H1A 0A1In-Person
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in information technology and 7-10 years of experience in incident or problem management.
  • Experience in diverse settings with various technologies and stakeholders.
  • Expertise in ITIL-based processes (V3 & V4).
  • Familiarity with root cause analysis methods (Kepner Tregoe, Kaizen, etc.).
  • Bilingual with excellent written and verbal communication skills.
  • Strong organizational and multitasking abilities.
  • Capacity to work under pressure and manage ambiguous situations.

Responsibilities

  • Ensure rapid diagnosis and resolution of IT incidents and problems.
  • Act as an intermediary during major incidents to facilitate coordination and communication.
  • Host meetings to prioritize and categorize issues for resolution.
  • Lead multidisciplinary teams in root cause analysis sessions.
  • Oversee compliance with incident and problem management processes and service levels.
  • Perform monthly trend analysis on incidents to identify patterns.
  • Provide regular updates to IT managers regarding ticket statuses and compliance metrics.

Benefits

  • Opportunities for professional development and continued education.
  • Flexible work hours, including potential remote work options.
  • Collaborative and supportive team environment.
  • Access to advanced IT tools and technologies.
  • Empowerment to influence IT processes and practices.
Full Job Description
POSITION OVERVIEW

As a specialist in troubleshooting, root cause analytical methods and problem solving, the IT Incidents and Problems Manager ensures rapid diagnosis, the establishment of alternate solutions, and the rapid coordination and execution of appropriate measures to resolve incidents and problems affecting IT services. He/she also ensures the efficiency of the incident and problem management process, adequate integration of processes, and strong communications with the IT team, management team and stakeholders.

CHALLENGES TO BE MET
  • In the event of a major incident, act as an intermediary between all the parties involved and the technical resources required, across the IT organization and with outside suppliers, to ensure coordination of incident resolution and communication with stakeholders.
  • Act as a resource (subject-matter expert) and regularly organize meetings to classify problems in order of priority, and to examine and solve them.
  • Coordinate multidisciplinary working sessions to determine the root causes of problems.
  • Communicate regularly with all IT teams to ensure compliance with the incident and problem management process as well as with SLOs/SLAs.
  • Before closing the problem ticket, ensure that the person in charge of the ticket has sufficiently analyzed the root causes and documented the alternative solution and known errors; that the problem has in fact been resolved; and that the appropriate processes have been respected.
  • Each month, do trend analysis for recorded incidents so as to pinpoint repeated incidents.
  • Keep IT managers apprised of the status on tickets, known errors, resources assigned to tickets, compliance with service levels (SLAs) in terms of time taken to handle incidents and problems.
  • Provide a risk and incident analysis of unresolved tickets as well as the resources required to analyze root causes and appropriate resolutions and inform IT management of the status of tickets and benefits gained from managing the problem.


WHAT WE ARE LOOKING FOR
  • Bachelor's degree in information technology and 7 to 10 years of experience in incident or problem management. A combination of education and experience could be considered.
  • Experience in a varied setting that combines different technologies and numerous stakeholders.
  • Expert in ITIL-based processes (V3 & V4).
  • Knowledge of a variety of methods for analyzing root causes (Kepner Tregoe, Kaizen, Ishikawa diagram, fishbone diagram, rational method, RPR [Rapid Problem Resolution] diagram.)
  • Excellent written and spoken communication skills in both official languages
  • Ability to coordinate several stakeholders within internal and external teams.
  • Strong aptitude for organization, multi-tasking and time management.
  • Strong knowledge of resolution methods.
  • Ability to handle an ambiguous environment and to work under heavy pressure.
  • Able to work evenings and weekends as needed.


#INDHP

About Business Development Bank of Canada

The Business Development Bank of Canada (BDC) is a federal Crown corporation that provides financing, advisory services, and capital to Canadian businesses. The bank was founded in 1944 and is headquartered in Montreal, Quebec. BDC offers a range of financial services, including loans, venture capital, and consulting services. The bank focuses on small and medium-sized businesses, and has a particular emphasis on supporting entrepreneurs and startups. BDC has offices across Canada and works with businesses in a variety of industries, including manufacturing, technology, and services.
Learn more about Business Development Bank of Canada
Size
2,000 employees
Industry
Finance & Insurance
* Ladders Estimates

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