Contract position with a major bank that could be of your interest. Please find the job description below. If this interests you, kindly send me your updated resume along with the submission details grid given below.

Position Title: Major Incident Manager - BNSJP00012602 Job Type: Contract Duration: 8 months(Possibility of conversation to FTE) Location: Scarborough

Job Details:

Story Behind the Need • Business group: The Service Delivery & Management group ensures there is alignment with IT&S strategy for Major Incident Management. The Major Incident Manager will be part of a team whose mandate will be to manage the Major incident process, manage all Major incidents, including managing the MI bridge, communications, chronology, resolution and debrief reporting. The Major Incident Manager will work to proactively prevent availability issues through a focus on the incident and problem management discipline and service improvement through ITIL’s Continual Service Improvement (CSI) methodology. This role requires a close and collaborative working relationship with the Service Management teams in addition to several internal and external organizations to ensure there is a cohesive approach to the improvements needed in the Service Management discipline.

Candidate Value Proposition: The successful candidate will be exposed to key application support

Key responsibilities • Manage major incident by chairing the bridge, driving the technical teams to restore the service • Document major incident through technical/business communication, chronology, and action items • Conduct post incident reviews. • Identify issues with the existing Incident management process and propose improvement opportunities • Help drive Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) for Major Incidents

Key Activities • Management of Major / Critical incidents which has significant business and revenue impact and primarily involving large scale infrastructure issues or high-risk data or application issues. This role would be on call support 24/7 to support the business availability. • Sending out timely executive communication to executives, service managers and key stakeholders throughout the lifecycle of incidents. • Managing resolution of major production incidents by leading infrastructure, application and vendor teams and ensuring early recovery of the impacted service. • Undertake and drive post incident reviews, with the focus on identifying root cause, process and (or) operational improvements • Advising and consulting with other IT teams on processes relating to Incident Management, Problem Management and Change Management • Working with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements) • Identifying opportunities for continuous improvement by interacting with various organizations in IT, evaluating incident management and incident management data processes, identifying weakness and recommending improvement plans; identify and drive data quality improvements and opportunities for automation

Must have Skill: • Minimum of 3-5 years of Major Incident Management experience • Experience working in large Enterprise Environments – need to have experience managing enterprise level companies – industry doesn’t matter – as long as they’ve done Major incident work • Excellent communication (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential • Ability to quickly and clearly communicate incident status via email in business-friendly language • Experience of managing major Incidents in complex IT environment in larger organization (Cloud + On-Premise) • An understanding and experience of the technology used in a large enterprise is required (i.e. one or more of: Unix / Linux, Windows, storage, networking, databases, IT security, web infrastructure, application support, Cloud computing)

Nice to have: • Kepner Tregoe Certification or training is a major plus • ITIL V3 Certificate in IT Service Management • Global exposure working with teams • Ability to work and adapt in high pressure and past paced environment and maintain calm during stressful situations • Experience with ITSM tools (ServiceNow, a plus) with strong understanding of service management principles it supports 

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Arsh Bedi | Recruitment Consultant | 

o: 416-368-4000x 317

a: 4 King St W, 1030, Toronto ON | w: proviso.ca