Senior Incident Lead

RBC • Toronto, ON

16h • Onsite

About The Position

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).

Requirements

• 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 Haves

• Branch experience is preferred
• Strategic thinker with excellent interpersonal skills to work across functions and businesses

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed