Incident and Release Manager FCC

Fidelity Canada • Toronto, ON

2d • CA$135,000 - CA$146,000 • Remote

About The Position

The Incident & Release Manager will be experienced in technology and operations incidents management and have an in-depth understanding of the value of holistic incident response planning. As well as experience in rigorous testing of incident response procedures and playbooks, rapid and timely response to critical technology and operations incidents. This role will manage application releases for critical FCC applications that are clients facing inclusive of ensuring the proper change processes are adhered to.

Requirements

• Experience creating and continuously improving incident management role.
• Experience running complex technology and operational incidents.
• Solid knowledge and working experience in brokerage or banking business environment with focus on mid/back-office applications.
• Analytical thinker
• Strong interpersonal and communication skills.
• Superior communication skills both written and oral, ability to effectively communicate technical material to non-technical users.
• Strong ability to collaborate, influence and build relationships.
• 5+ years of incident and release management.
• University degree or equivalent work experience.
• Solid desktop computer skills using MS office.

Responsibilities

• Act as the Incident Manager and establish proper processes within FCC: Ensure FIL Major Incident Management processes are followed for any major events in Canada.
• Coordinate the activities of business continuity and disaster recovery analysts for the FCC Technology group.
• For all Incidents affecting FCC, coordinate response and recovery activities with key internal employees, vendors, and other internal and external stakeholders.
• Coordinate post-mortems and root cause analysis after every incident.
• Ensure post-incident response reviews and reports are conducted on a timely basis, capturing lessons learned and improvements made to processes and playbooks.
• Develop and maintain the critical incident response decision making tree for FCC.
• Develop and maintain incident management playbooks: Refine existing incident response playbooks and develop additional playbooks as necessary.
• Conduct periodic scenario analysis tests (tabletops or simulations) of response playbooks and ensure improvements are made based on results.
• Adhere to the Fidelity Canada Enterprise Resiliency Program for FCC: Liaise with our clients’ International Major Incident Managers and represent our client in any major Global events.
• Recommend enhancements to the Major Incident Management framework, where necessary.
• Develop and facilitate regular training of employees and stakeholders at FCC: Develop and structure process for incidents within FCC.
• Conduct periodic training sessions for FCC teams and educate them about their responsibilities within each step defined in the playbook.
• Evaluate and recommend additional incident response resources (people, process, and technology), where necessary.
• Production Release management: Ensures successful deployment of all code delivered by the Vendors or internal teams to the Fidelity Clearing Canada test and production environments by following the Fidelity Change Management policies as they relate to the provision of services.
• Coordinates with appropriate FCC business units and vendor suppliers as applicable for each system change to ensure proper Change Management procedures are recorded and followed; this may include. (a) identify and schedule testing resources, (b) identify environmental set up requirements, (c) ensure successful completion of QA and UAT, (d) obtain sign off from business sponsors for acceptance to production environments, (e) ensure proper integration into production environments including deployment validation and authorization to the Vendor of acceptance, (f) ensure proper front office communication has been provided and (g) ensure back office training considerations are accounted for where required.
• Through the management and application of the Fidelity Change Management policies, meets or exceeds all project quality and audit objectives for QA, UAT and Production implementation phases of the SDLC Cycle.
• Keeps management informed on timely basis of any issues which might impact successful delivery of deployment item and escalates as required, to ensure deliverables are kept on schedule and delivered as expected.
• Technical Support Management: Ensures proper change management protocols are in place prior to production deployments.
• Provides required documentation and visuals during audit cycles.
• Organizes and chairs meetings with appropriate FCC and Vendor resources as required to ensure QA and UAT problems are communicated and tracked to resolution.
• Coordinates the planning and scheduling of all upcoming deployments with the vendors and Product Owners within FCC.
• Effortless experience: Establishes working relationships with appropriate FCC business units.
• Recommend and develop new processes and procedures as required to ensure superior service.

Benefits

• Base Salary and Discretionary Performance Bonus: A competitive annual range of $135,000 to $146,000, based on your experience and qualifications.
• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree