Join a Challenger
At EQ, we're remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions.

We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.

What's kept us moving? The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward.

If you're driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity.

We can’t wait to get to know you!

The Work
One of our goals is to fail small and learn fast. TheIncident and Problem Managerwill focus on minimizing the impacts of production incidents while ensuring the organization learns quickly to become more resilient.

TheIncident,Problem& Change Specialistis accountable fortracking,and managingtechnologyincidentsexperiencedwithin the bank, whiledrivingtherestorationof servicesatpace.A key part of thisroleiseffectivecommunicationacrossall stakeholders and teamswithin the bank, in both verbal and written formwhile working underpressure at a fast pace.

The role isresponsible for managing theprocesses, guidelines, standardsand tools related toMajor and other high priorityIncidents. This encompassesperforming Root Cause Analysis.

The role isresponsible for managing the lifecycle ofProblems, with the aim of preventing incidents from happeningor reoccurring.TheIncident, Problem & Change Specialistwill record and manage problems through to resolution by performing root cause analysis, coordinating third party analysis, and communicating with stakeholders.They willensure workaround and solution suitabilitywill establishservice level objectives, indicators and agreements (SLOs, SLIs and SLAs)for critical systems and channels, includingchampioning automated monitoring and data aggregating to streamline reporting of metrics.

This role is also responsible for managing the lifecycle of Changeswith the goal of ensuring appropriate due diligence and documentationexists to reduce risk and proactively have a rollback strategy to minimize impactifissues arise. As a gatekeeper for the Change process, this role ensures adherence to the Change Enablement standard, processes and Change Advisory Board (CAB)expectations.

Success in this role will be demonstrated by ensuringthatallmajorincidentsare dealt with effectively and with minimum disruption to live serviceandSLAs.

The Core Responsibilities!

Determinethe severity of apotential majorincident that has been raised by the business (perpriority matrix)





Drivesuccessful and timely restorationservicesofmajorincidentswithin response and resolution time SLAs

Establish and maintain timely communications with all stakeholders to ensure they are informed of service statuswith clear and comprehensive updates

Manage stakeholder expectations and update people on progress or slippages

Host both technical and managerialconference calls,and facilitate effective incident management throughout the incident lifecycle

Spin-up command centres (virtual/physical) as needed based on priority of incidents, including call-tree escalations to Level 2 / 3 experts as needed

Own the creation and distribution of succinct communications on command centre progress and activities, for both front-line technical staff and executive leaders

Co-ordinate / facilitate escalationsthrough internal and supplier teams as needed to heighten visibility and engagement

Maintain accurateandthoroughlydetailedrecords ofincidents

Accountable for gathering required information from business and technology to enable effective Root Cause Analysis

Produce and maintain Executive level reporting of incidents, including number of customers impacted and restoration timingat the time of incident an also asongoing reporting on a cadence

Minimize and mitigatebusiness-impacting incidents through controlled problem identification and responsive / proactive service improvement plans

Identifythe underlying root cause and the triggers of a Problem and initiate the most appropriate and economical Problem solution or temporary workaround

Ensure thatafter a successful Problem solution - the Problem Record contains a full historical description, and that related Known Error Records are updated

Undertake areviewof theresolution of a Problem to preventreoccurrenceand learn any lessons for the future

Draw appropriate attention towards aging and inactive problems

Verify ifthe Problems marked as closed have beenfully resolved

Provide extended and off-hour support as needed to manage command centres and communications

Manageprocesses to ensure on-call team schedules, systematic call-trees,and distribution listsare accurate andup to date

Develop, monitor and maintain change management standards and procedures based on effectiveness

Ensure that all changes are properly documented, reviewed, and approved

Manage the change schedule and ensure that changes are implemented in a timely and efficient manner





Work with stakeholders to identify potential risks and develop mitigation strategies

Ensure that all changes are properly tested and validated before implementation

Facilitate change advisory board (CAB) meetings

Ensure that all changes are properly communicated to stakeholders and end-users

Review and update SOPs, policies and business processes to improve performance

Let's Talk About You!

University degreein business administration or a technology-related field required, or equivalent work experience

Incident,Problem& ChangemanagementwithMajor IncidentResponse experience preferable

3years of experience with technical incident resolution or product defect resolution

Strongwritten and verbal communication, with an ability to articulate issuessimply,concisely, accurately and clearlyfor both technical working level teams and executives

An ability to work efficiently, effectively andcollaboratively

Knowledge of ITIL 4 practices

Analytical mind capable of managing numerous information sources and providingmeaningfuldata analysis reports to senior management

Organized, structured, logical thinking and detail oriented analytic skills

Multi-tasking – can manage several concurrentinitiativeswith paceand prioritise demandswhilst maintaining composure

Experience with tracking incidents,problemsandchanges includingproviding dashboard views ofgood performance & gaps overtime

Strong knowledge ofServiceNow, Confluence and Jirais required

Robust attention to detail, keen problem-solving skills, with experience performingimpact and root cause analyses, recommending solutions, and supportingresolution efforts

Ability to approach problems logically and with good judgment to ensure theappropriate outcome

Capacity to adapt to and manage change in a fast-paced, dynamic environment

Personal maturity, personable, credible, professional presence

Coordinative authority, Calm under pressure

Ability to work professionally with other teams and individuals to get things done quickly

What we offer [For full-time permanent roles]

Competitive discretionary bonus

Market leading RRSP match program

Medical, dental, vision, life, and disability benefits

Employee Share Purchase Plan

Maternity/Parental top-up while you care for your little one

Generous vacation policy and personal days

Virtual events to connect with your fellow colleagues

Professional development and comprehensive Career Development program

A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

The incumbent will be working hybrid and in office time will be spent working from EQ Bank’s additional office

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📌 Senior Incident, Problem & Change Specialist (Ontario)
🏢 EQ Bank | Canada's Challenger Bank
📍 Ontario