Job DescriptionWHAT IS THE OPPORTUNITY?As a Senior Incident Lead, you will be the driving force behind resolving high-severity, complex technical incidents (P1, P2, EP3, P3 and P4) that impact our products and customers. Beyond active incident command, you will champion the post-incident review process, driving systemic improvements to prevent recurrence (root cause analysis) and continuously maturing our site reliability operations (SRE).
WHAT WILL YOU DO?- Lead initiatives to promote ServiceNow Ticket management, quality and alignment with Incident Management Communication and ensure SLA's are managed
- Provide 7/24/365 support for urgent issues via rotational on-call schedule.
- Produce accurate communication in time sensitive situations
- Act as a single point of contact for internal clients to facilitate, manage and expedite escalations, requests and answer questions
- Provide a focal point for process/tool enhancement, liaison for requirements gathering/documentation as it relates to operational system support
- Provide support by looking for hardware, software, and environmental alerts or malfunctions from a central location(s) gathering, correlating and analyzing source data
- Requires strong communication skills, both written and verbal, the ability to quickly adapt to changing circumstances and to work and interface with people at various levels across the organization
- Proactively track and document all issues and resolutions in detail. Support troubleshooting and incident response, communicate with SME technicians and track problems through to resolution
WHAT DO YOU NEED TO SUCCEED?Must have- Proven customer support experience in a large scale and diverse environment, with a particular emphasis on the use of incident or problem management processes, escalation procedures and related disciplines
- Strong analytical and complex problem-solving skills
- Strong communication skills as they will be collaborating across multiple teams and stakeholders and business partners
- Strong working knowledge of Mainframe environment and z/OS (DB2, IMS).
Nice-to-have:
- Branch experience is preferred
- Strategic thinker with excellent interpersonal skills to work across functions and businesses
What's in it for you?We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
- Leaders who support your development through coaching and managing opportunities
- Ability to make a difference and lasting impact
- Work in a dynamic, collaborative, progressive, and high-performing team
- A world-class training program in financial services
- Flexible work/life balance options
- Opportunities to do challenging work
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Job SkillsComputer Operations, Customer Service, Enterprise Application Delivery, Group Problem Solving, Information Technology (IT) Infrastructure, Interpersonal Relationships, Standard Operating Procedure (SOP), System and Console Operations, System Applications, Systems Software
Additional Job DetailsAddress:RBC WATERPARK PLACE, 88 QUEENS QUAY W:TORONTO
City:Toronto
Country:Canada
Work hours/week:37.5
Employment Type:Full time
Platform:TECHNOLOGY AND OPERATIONS
Job Type:Regular
Pay Type:Salaried
Posted Date:2026-06-16
Application Deadline:2026-07-10
Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
