Incident/Problem Management Specialist

Application Deadline:

11/29/2026

Address:

VIRTUAL(R)59 - REMOTE/TELETRAVAIL - ON - BMO

Job Family Group:

Technology

Description:

The Canadian Digital Banking Incident & Problem Specialist is a technical subject matter generalist and a procedural subject matter expert with the Service Delivery team supporting both internal and customer-facing IT services. The Specialist will leverage a depth of Incident Management experience to ensure rapid detection and triage of incidents facilitating service recovery, and to promote resiliency through timely and thorough Problem Management. The Specialist will have excellent written and verbal COMMUNICATION skills and be comfortable presenting sensitive information to a broad audience of business and technical executives.

Functions:

• Provide critical leadership in the remediation of incidents affecting the Canadian Digital Banking space.

• Actively participate as a stakeholder in Major enterprise incidents.

• Provide timely and insightful incident updates to a large audience of business and technical partners.

• Manage assigned incidents and problems using ServiceNow and following ITIL principles.

• Lead periodic problem review sessions and incident post-mortems.

• Drive improvements to organizational resiliency using data analytics to identify incident trends and themes.

• Prepare and enhance availability and stability metrics reporting and dashboarding using ServiceNow, PowerBI and Co-Pilot.

• Participate in periodic CABs to challenge upcoming changes and ensure awareness of potential issues or outages.

• Prepare and enhance team knowledge base documents using Sharepoint and Confluence.

• Leverage industry expertise and data-based insights to improve the whole lifecycle of services from inception and design through to deployment, operation and refinement.

Knowledge:

• Undergraduate degree in Computer Science or a related technical field, or equivalent practical experience.

• Experience with operating systems and/or networking (TCP/IP, routing, network topologies and hardware, etc).

• Experience analyzing and troubleshooting large-scale distributed systems.

• ITIL-aligned systematic problem-solving approach, coupled with effective communication skills and a sense of ownership and accountability.

Skills:

• Extensive investigative and diagnostic skills.

• Familiar with AI prompt generation and iterative analytics.

• Advanced technical skills and is able to learn and apply new skills quickly.

• Solid relationship management, communication, and coaching skills.

• Solid facilitation, conflict management, and negotiation skills.

• Skilled at decision making in stressful conditions.

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...

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