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This is a key role on the Branch Service Excellence team that works closely with an assigned BMO Division as the primary contact for the division on branch related service issues.
To achieve this, the Divisional Tech Lead works closely with the division, the business and technology teams to understand and ensure issue resolution and identify opportunities for continuous improvement. This is a role within a centralized team that also makes direct connections with the branch division employees by participating in regular visits to the Division Head office and branches.
Meets business expectations on process turnaround for assigned tasks and follow ups and issue resolution to closure
Responsible for triage across all components of the solution, support root cause investigation and appropriate communication on incidents and implementation of corrective measures
Identifies opportunities and make recommendations to senior management and executives, from a support, performance, and technical enhancement perspective to aid decision-making with regards to improving branch service
Coordinates team's activities for multiple initiatives in order to meet application support objectives
Leads problem resolution and recovery meetings, interacting and collaborating with team members and other departments as appropriate, to ensure that the required activities will be performed as it relates to problem solving resolution and recovery
Drives branch engagement and gathers feedback about branch service and employee / customer experience in branches to proactively identify opportunities for improvements
Communicates critical production problem status, resolution strategies, and rationale of the resolution strategies to senior management and executives to keep them informed of critical production problems and to gain approval on operational activities
Leads project and team meetings, interacting, and collaborating with team members and other departments, when appropriate to define accountabilities, communicate the status of work items, and discuss barriers to the delivery of work
Liaises and coordinates with other divisional tech leads to ensure alignment in issue prioritization, escalations and resolution initiatives
Qualifications Core Knowledge:
Possesses a university degree/college diploma and/or 10+ years systems development and analysis experience
Possesses solid analytical skills for complex problem solving. Is able to manage multiple priorities.
Exceptional relationship management skills
Demonstrates solid organizational skills
Experience in working effectively with different technology and business teams
Exhibits solid communication skills, both written and verbal
Experience in Agile Methodology and related tools and technologies would be deemed an asset.
Is able to adapt and quickly develop in-depth technical understanding of new/different applications and technology platforms.
Demonstrates solid leadership skills and independence
Experience leading technology teams with varied technology platforms would be deemed an asset
Experience and broad understanding of a wide range of branch technologies - applications, hardware, infrastructure and network would be deemed an asset
Knowledge of design and analysis methodology and infrastructure and hardware management processes as well as production support experience would be deemed an asset
Demonstrates knowledge of ITIL framework; Problem Management, Change Management, Incident, Configuration, Release Management and Service Level Management.
We're here to help
At BMO we have a shared purpose; we put the customer at the centre of everything we do - helping people is in our DNA. For 200 years we have thought about the future-the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we're changing the way people think about a bank.
As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.
To find out more visit us at https://bmocareers.com .
BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Internal Number: 6280303
About Bank of Montreal
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