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The Incident and Problem Specialist will actively support and facilitate the use of the Service Delivery Incident and Problem Management processes and procedures. The incumbent will liaison with all internal IT teams, vendors, business representatives and LOB management, coordinating the rapid recovery of incidents in a 24 by 7 environment. The incumbent will coordinate the communication of planned infrastructure outages as well as unplanned major infrastructure problems; ensuring affected users and management receive updates and resolution notifications. The candidate will help facilitate the use of the ITIL framework and actively contribute to and participate in problem identification and severity assessment as well as the overall Incident and Problem resolution, including leading Root Cause Analysis Investigations.
As a dynamic, interpersonal, and energetic member of the Service Delivery Incident and Problem Management team, you contribute to the overall support and stability of BMO's IT organization through the effective and efficient execution of the Incident and Problem management processes. You will be a primary representative of the Incident and Problem Management Process within the IT organization. As the primary IT escalation point for Incidents detected by or reported, the role will ensure that the team successfully maintains timelines and corrective actions along with other aspects of the Incident and Problem Management process. You will also be tasked with providing management information and recommendations for service improvement.
Manage coordination of incidents and problems using Service NOW system.
Manage communication process during major incidents
Work with process owners to develop continuous improvement strategies
Work closely with other BMO departments, users, clients and vendors to ensure successful resolution of incidents and problems, and the achievement of customer satisfaction within organizational resources and values
Implement change, fulfill project initiatives, manage tasks of both self as well as others and provide reporting as required
hair Weekly Outage Review Meeting
Schedules, chairs, documents and publishes Technology Led PMIRs;
Schedules, chairs, documents and publishes RCAs;
Conducts any other Incident Reviews as required;
Track action items arising from PMIRs and RCAs;
Perform Incident trending for proactive problem management
Documents, assigns and tracks root cause investigation via ITSM tool (Service NOW/Service Now) until closure
Ensures Problem records data integrity complies with Governance requirements
Ensure the relation of incidents to problems and follow up with owners of problem tickets to ensure resolution within appropriate timeframes
Qualifications Job Qualifications:
University degree in Computer Science, Information technology or other related discipline or relevant industry experience.
5+ years' of experience in Program/Project Management and managing ITIL processes and frameworks
Experience with Unix/Linux operating systems internals and administration (e.g. filesystems, inodes, system calls, etc) or networking (e.g. TCP/IP, routing, network topologies and hardware, SDN, etc).
Systematic problem-solving approach, coupled with effective communication skills and a sense of ownership and drive.
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. To request accommodation, please contact your recruiter.
Internal Number: 6290203
About Bank of Montreal
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