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.

Determine the severity of a potential major incident that has been raised by the business (per priority matrix)

Drive successful and timely restoration services of major incidents within response and resolution time SLAs

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

Manage stakeholder expectations and update people on progress or slippages

Host both technical and managerial conference 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 escalations through internal and supplier teams as needed to heighten visibility and engagement

Maintain accurate and thoroughly detailed records of incidents

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 timing at the time of incident and also ongoing reporting on a cadence

Minimize and mitigate business‑impacting incidents through controlled problem identification and responsive / proactive service improvement plans

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

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

Undertake a review of the resolution of a Problem to prevent reoccurrence and learn any lessons for the future

Draw appropriate attention towards aging and inactive problems

Verify if the Problems marked as closed have been fully resolved

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

Manage processes to ensure on‑call team schedules, systematic call‑trees, and distribution lists are accurate and up 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

Qualifications

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

Incident, Problem & Change management with Major Incident Response experience preferable

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

Strong written and verbal communication, with an ability to articulate issues simply, concisely, accurately and clearly for both technical working level teams and executives

An ability to work efficiently, effectively and collaboratively

Knowledge of ITIL 4 practices





Analytical mind capable of managing numerous information sources and providing meaningful data analysis reports to senior management

Organized, structured, logical thinking and detail oriented analytic skills

Multi-tasking – can manage several concurrent initiatives with pace and prioritise demands whilst maintaining composure

Experience with tracking incidents, problems and changes including providing dashboard views of good performance & gaps overtime

Strong knowledge of ServiceNow, Confluence and Jira is required

Strong attention to detail, keen problem‑solving skills, with experience performing impact and root cause analyses, recommending solutions, and supporting resolution efforts

Ability to approach problems logically and with good judgment to ensure the appropriate 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

Career 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 space located at 2200-25 Ontario Street, Toronto, ON .

Equity, Diversity & Inclusion
EQ is committed to building an inclusive, accessible environment where every employee feels valued, respected, and supported. We believe our organization is stronger — and our people thrive — when we honour and celebrate diverse experiences, identities, and perspectives. We’re equally committed to supporting your growth, both professionally and personally.

We provide a barrier‑free recruitment process and work environment. If you require accommodations at any stage, we will work with you to ensure you can bring your best self to the process and beyond.

As part of our recruitment process, EQ uses AI to help screen, assess, and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application, an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.

EQB Inc. (TSX: EQB) is the parent company of Equitable Bank, the country's seventh-largest Schedule I bank by assets, which operates EQ Bank, Canada's Challenger Bank™. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.

To learn more, visit eqb.investorroom.com and eqbank.ca.

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📌 Senior Incident, Problem & Change Specialist (Ontario)
🏢 eqbank
📍 Ontario