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Incident Response Coordinator

Job Description

On call and shift work required

This is a permanent, full time role located at either 50 Reid Dr. (Barrie) or 4100 Gordon Baker Rd.  (Scarborough) (candidate’s location choice). The Incident Response Coordinator will be responsible for the following:

Monitors, restores service, changes, supports, and handles day-to-day activities 7/24/365 required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Monitors and ensures service restoration of infrastructure, applications (online and offline), and security, while meeting service level agreements. Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management, deploys changes to the production environment, and engages 3rd party providers contracted to the Bank during an incident. Provides immediate response to production program or system problems. Participates in testing cycles to ensure the ability to deploy and operability of infrastructure and applications. Deploys, implements, provisions applications and infrastructure per deployment plans and infrastructure build guides.

Responsibilities:

  • Provides technical expertise and oversight on the production floor, understanding the full process requirements (compliance, equipment, regulatory) in order to best understand and resolve production issues.
  • Manages complexity across business value, technology and interaction models.
  • Recommends and implements solutions based on analysis of issues and implications for the business.
  • Identifies emerging issues and trends to inform decision-making.
  • Conducts independent analysis and assessment to resolve strategic issues.
  • Establishes deep relationships at all levels within IT and business units, to effectively collaborate in business strategy.
  • Monitors and tracks performance, and addresses any issues.
  • Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
  • Participates in both internal and external regulatory inspections.
  • Works with other operations personnel to develop and implement the counter-measures necessary to improve production and equipment reliability as well as the compliance posture of the team.
  • Provides end to end technology support including computer, applications, network and storage, and root-cause analysis etc.
  • Drives and/or promotes new processes, systems, technology, and operations and expanded capabilities for performance, with the flexibility to align to the unique requirements of the project teams and deliverables.
  • Proactively monitors system performance and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.
  • Supports deployment activities, managing implementation issues to resolution.
  • Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.
  • Monitors technical infrastructure, applications and/or business transactions through automated systems and instrumentation across the environment.
  • Provides inbound call assistance to end-users for application, technical, and IMACD needs leveraging the knowledge base and/or run books available.
  • Collaborates and engages with the appropriate areas across the bank.
  • Develops or helps to develop the knowledge assets required for the operation.
  • Promotes adherence to standards and industry best practices.
  • Develops an understanding of organizational interactions and complexity to engage with the appropriate matrix areas.
  • Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.
  • Stays abreast of industry technical and business trends through participation in professional associations, practice communities & individual learning.
  • Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.
  • Provides specialized consulting, analytical and technical support.
  • Exercises judgment to identify, diagnose, and solve problems within given rules.
  • Works independently and regularly handles non-routine situations.
  • Broader work or accountabilities may be assigned as needed.

 

Specialist Experience

  • Must be able to work shifts (24/7 environment)
  • Typically 5-7 years of work experience in IT or business environment and/or BS/BA or MBA/MS in computer science, engineering, information systems, math or business.
  • 5-7 years of mission critical enterprise IT Operations support experience
  • 3+ years of senior management experience
  • ITIL certification preferred
  • Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.
  • Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
  • Technical and/or business functional knowledge of systems, tools, timing, and dependencies.
  • Deep knowledge and technical proficiency gained through extensive education and business experience.
  • Verbal & written communication skills - In-depth.
  • Collaboration & team skills - In-depth.
  • Analytical and problem solving skills - In-depth.
  • Influence skills - In-depth.
  • Data driven decision making - In-depth.

 

Please note that all information in this job description is accurate at the time of posting. Please be aware that companies may change details and/or closing dates without notice.

 

 

 

Job Summary

Company
BMO Financial Group
City
Toronto / Barrie
Country
  • Canada
Industries
  • Finance
Job Type
  • Full-time
Salary
  • Negotiable
Reference
GWP280175
Posted
18 March 2020
Applications Deadline
30 May 2020

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